Fabricio Vargas UmañaUrbanización Aries casa 105,

San Francisco de Heredia. Cel: 7010-4301

Email: Fabricio.Vargas.Umana@Gmail.com

OBJECTIVE

A position in the industry where I can apply my leadership, sales, customer service and technical experience to contribute to the growth of a progressive organization.

PROFESSIONAL PROFILE

Sales, marketing and management with strong record of achievement and the proven ability to design and deliver innovative initiatives in support of business growth and organizational goals. Extensive experience developing expertise and competencies in:

Team Management / Operations Supervisor / Brand Management.

Reporting and Analytics.

Monitor Quality Assurance

Sales & Contract Negotiations.

Marketing / Sales plan design.

PROFESSIONAL EXPERIENCE

Experian Marketing Services 2015 - CurrentAnalytics Manager Jan 2015 - Current

Development of Salesfoce reports and dashboards as well as assist on the creation of fields, forms, assignment

rules and anything related to the front end of the Salesforce application.

Create salesforce case management guidelines that aligns with business needs according to each department

and its function within the organization.

Work together with the Global Salesforce Support Team in the implementation and transition of new lines of

business into Salesforce and the standardization of processes across the board.

Creation and development of new production processes that improves the overall team`s performance.

Manage Salesforce Service Queues to address underlying cause for incidents and drive continued improvement

in service availability.

Ensure that the production team follows all quality assurance processes.

Monitor and report on Quality Metrics (SLA`s), deep dive and identify trends and root causes for incidents.

Contribute to the development of reporting systems in MS Excel for all levels of the customer satisfaction.

(Creation of SLA`s / Metrics)

Collaborate in Local and Global Business Projects.

Experian Marketing Services 2014 - 2015Client Services Manager Mar 2014 - Jan 2015

Served as a Direct Manager for the After- Hours Support team, serving as first point of escalation for complex

cases and production support

Managed the overall production of the inbound support email processing, being involved in the production for the

Afterhours support team, guaranteeing policies and procedures in place were meeting the requirements for the

business.

Responsible for the Creation and development of training sessions and training documentation for continues

improvement and new hires.

Worked on client requests and escalations when it was required.

Managed inbound service request queues, including web, email, and phone systems, ensuring compliance with

contractual SLA`s and equitable distribution of work among team members.

Monitored the overall team workload and reallocate/delegate tasks as necessary to ensure optimal team

efficiency.

Followed up on cases including escalations to ensure Account Managers were communicating and updating

Clients appropriately.

Provided visibility to upper Management on team performance and flag any possible issues or concerns.

Provided coaching and feedback sessions to all team members.

Convergys Costa Rica 2009 - 2014Operations Supervisor Aug 2010 - Mar 2014

Managed teams in several departments such as Sales and Retention, Billing and Video Repair, COF (customer

service through chat) and TOS.

Worked with voice and chat agents.

Responsible for team developing and performance of average of twenty agents every month.

Responsible for time cards, call monitors (QA) and coaching sessions for each agent every week as well as any

report necessary to keep agents and management inform of overall team performance.

Supervision of production floor, staffing lines and over all department performance.

Production Ready Trainer May 2010 - Aug 2010

Provide agents with appropriate training according to each line of business.

In charge of all floor support and assistance that the trainees could need during transition to the production floor.

Floor Support, Feb 2010 - May 2010

Billing & Video Repair Agent Oct 2009 - Feb 2010

Blazing Wireless (Sprint & Nextel) 2008 - 2009Wireless Business Consultant and Store Manager

Wireless World (Sprint & Nextel) 2005 - 2008Wireless Business Consultant

EDUCATION

Fidelitas University Aug 2013 - To dateBusiness Administration

Graduated from Walkersville High School, Maryland, USA 2001 - 2005

PROFESSIONAL AFFILIATIONS

Salesforce Basic Admin and Reporting Training. Cheetahmail and EMS Platforms Bootcamp. Convergys Team Lead Onboarding training. Sprint & Nextel Marketing Training. Sprint & Nextel Managers Training.

COMPUTER SKILLS

Proficient with Microsoft Office (Excel, Word, Power Point, Publisher, Visio) Proficient with Salesforce.com Proficient with Cheetahmail and Experian Marketing Suite CMS Supervisor (Avaya)

REFERENCES

Available upon request.