Maurice L. Profile

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$85 USD / hour

summit,

united states

$85 USD / hour

It's currently 6:41 PM here

Joined August 4, 2016

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Maurice L.

@mauricelopes

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(0 reviews)

0.0

$85 USD / hour

summit,

united states

$85 USD / hour

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Operations, IT Management, Salesforce.com, ITIL v3

A value-driven business management professional; with over 15 years of experience in the Outsourcing industry. An accomplished manager with leadership insights to strategically plan, direct and control company operations. A leader that has results driven – attitude, aligns technology strategy with corporate strategy, maximizing profitability through the delivery of exceptional service and prudent management of people, technology and processes. Core competencies include: • Offshore Outsourcing • BPO/Outsourcing Management • Sales Operations • IT Operations Management • Training and Mentoring • Sales Force Automation • Continual Service Improvement • Team Leadership • Strategic Planning

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Experience

IAC Applications

Apr 2015 - Jul 2016 (1 year, 3 months)

• Hired to implement a new contact center solution in the Philippines and managed operations for 270 FTEs. • Oversee all tech agents hiring plans, training, employee resource building, staffing management & projections, as well as all workflow improvements and performance incentive plans. • Responsible for management, negotiation and procurement of all vendors in support of the contact center, including; telecom, learning management, call scripting compliance and salesforce solutions.

Time Inc

Nov 2014 - Feb 2015 (3 months, 1 day)

• Responsible for driving continuous service improvement and improved salesforce.com adoption by 25%. • Reviewed and automated business processes and improved efficiency by 15%. • Implemented knowledge base documentation on salesforce.com standard operating procedures and reduced support calls by 30%. • Tested new functionalities within Salesforce.com to ensure new features meet business requirements and demands.

ADP Inc

Jun 2010 - Nov 2014 (4 years, 5 months)

• Managed 17 onsite and remote Tier 2 support associates in conjunction with an offshore outsourcing of 35 employees and achieved first call case resolution at 85%. • Implemented Salesforce.com case management system and standard operating procedures and reduced support calls by 25% • Hired Service Desk Support personnel as need it and performed staff reviews including mentoring, coaching for performance, training developing and achieved 91% in employee retention.

Education

BA Technical Management

DeVry University,

United States

2005 - 2013

(8 years)

Qualifications

Axelos accredited by Loyalist Certification Services

2014

The ITIL certification scheme provides a modular approach to the framework, and comprises a series of certifications focusing on different aspects of ITIL best practice.