Carlos de Garza
Client Relationship Management Professional - Customer Operations, Product Management, Supply Chain, and Quality
- Role
- Head of Care Operations at HMD
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Carlos de Garza
Motivated, results-driven Professional with extensive experience in developing and…
Experience
Head of Care Operations
Nov 2021 — Present · Dallas-Fort Worth, TX, US
Manage an organization responsible for the US and LATAM warranty support services (Care, Quality, and Reverse Logistics) for end-consumers, Operators, and B2B customers. • Manage vendor partners in multiple countries that provide warranty services (Repair Operations, Call Center, Website support pages, Product liquidation and Product Recycling)• Negotiate Partner and Customer contracts related to the RFP Scope of Work, SLA Targets, KPIs, Quality, and Pricing.• Financials management involving costs planning, customer credits, and vendor payments.• Manage customer relationships and delivery performance is maintained.• Materials and product planning focused on warranty support while minimizing End of Life (EOL) costs.• Customer reporting development and product performance monitoring.• Established an out-of-warranty program generating $2M annually in service revenue.• Manage quality reviews and Early Warning Processes (EWP) with Operator customers
Education
Skagit Valley College
General Studies
The University of Dallas
Master of Business Administration, MBA
DeVry University
Bachelor of Science (B.S.)
Skills
- Strategic Planning
- Warranty
- Operating Budgets
- Reporting & Analysis
- Vendor Management
- Strategic Roadmaps
- Mobile Communications
- Contract Management
- Go-to-Market Strategy
- Concept Development
- Product Lifecycle Management
- Integration
- Product Safety
- R&D
- Process Improvement
- Product Evangelism
- Program Management
- Supply Chain Management
- Business Development
- Mobile Technology
- Mobile Devices
- Vendor Contracts
- Testing
- Reducing Operating Costs
- Voice of the Customer Analysis
- System Testing
- Mobile Operators
- Quality Management
- Mobile Applications
- Operations Management
- Business Analytics
- Data Analysis
- Contact Centers
- Six Sigma
- Strategy
- Cross-Functional Team Leadership
- Supplier Quality
- Wireless
- Balanced Scorecard
- Telecommunications
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