Cesar Castrejon
- Role
- Global Workforce Manager, Devices & Services at Google
- Location
- Austin, TX, US
- LinkedIn followers
- 500 followers
About Cesar Castrejon
Workforce Management leader who has demonstrated experience managing BPO networks at…
Experience
Global Workforce Manager, Devices & Services
Aug 2022 — Present
Lead the workforce management team for Devices and Services, including Team Leads, Resource Planners, Reporting Analysts and Real-Time Analysts- Partner with cross-functional directors to integrate Fitbit’s support operations network into the larger Devices and Services organization, through an RFP process, resulting in a 50% reduction in vendor footprint- Create a business continuity plan and incident management process with thresholds and triggers that reduce scaled support response time by 30% and improve CSAT and CES scores by 5 percentage points post outage- Design a piloting and rollout strategy for contact center AI features (real-time translator, case-note summarization, smart-reply suggestions) that reduce costs across support operations
Education
The University of Texas at San Antonio
B.S, Mechanical Engineering
2019 — 2022
Columbia Engineering
Certificate, Applied Machine Learning
2018 — 2019
University of Southern California
Certificate, Data Analytics
2018 — 2018
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