Javier Diaz

About Javier Diaz

Experienced Bilingual Leader with 20+ Years of In-house & Outsourced Contact Center Management Experience Nurturing Strategic Client-Vendor Partnerships with Strong Client Services, Operations, Program, Project and Vendor Management, Solution Development, and Special Projects capacities.Enthusiastic Team Builder with Solid Work Ethic; Advanced Analytical And Complex Problem Solving Skills. Highly Organized And Can Multi-task In A Fast-paced Work Environment. Resourceful, Adaptable And A Goal-oriented Professional with Good Decision-making Skills. Can Produce Innovative Ideas and Execute Accordingly. • Full Contact Center Business Cycle Experience • BPO Solutions Development and Implementation • Sourcing and Cost Reduction Initiatives• Performance Management & Customer Experience Improvement• Large Global Multi-Channel Bilingual BPO Operations• MSA/SOW Development and Negotiation• Budgeting, Forecasting, Financials, and Billing• Aggressive Ramp-Up Planning (Seasonal/ Expansion)• Low-Cost, High-Efficiency Alternatives• Departmental Management and Team Leadership• Process Development and Improvement• Recurrent Client/ Partner Business Reviews• Implementations, Relocations and Startups• Business Continuity/ Disaster Recovery Best Practices• Full English and Spanish Proficiency• Bicultural Experience (N. America and LATAM Contact Center Technology Experience includes but is not limited to: Carrier/ In-Cloud Services, Network Integration, Data Security, PCI Compliance, IVR to ACD Call Handling, Queue Monitoring, Post Call Surveys, Virtual Hold, CRM/ CTI Integration, Chat/ Email Platforms, Call Recording, QA Monitoring & Speech Analytics, Virtual/ Physical Networks, Network Redundancies, Workforce Mgmt Systems, Knowledge Base Solutions, Social Media Monitoring and engagement, etc.

Experience

1. Ops Solutions Architecture

   Accenture

   Jun 2021 — Present · US

Education

• Universidad Autonoma de Baja California

  Bachelors Degree, International Business Administration, Management

  1996 — 2001

Skills

• Contract Management
• Branding Initiatives
• Telecommunications
• Call Centers
• Multi-Site Operations
• Solution Development
• Voice of the Customer
• Training
• Customer Satisfaction
• Call Center Development
• Service Level Agreements
• Key Account Management
• Contract Negotiation
• Sales Operations
• Customer Retention
• Service Delivery
• Technical Support
• Wireless
• Acd
• Bilingual-English/Spanish
• Disaster Recovery
• Ivr
• Bpo
• Operations Management
• Avaya
• Crm
• Outsourcing Management
• Call Center Architecture
• Manage Client Relationships
• Call Flow Design
• Business Intelligence
• Wireless Communications Systems
• Account Management
• Team Leadership
• Contact Center Management
• Call Center Start-Up
• Technology Management
• Solution Architecture
• Outsourcing
• Nearshore