Matias Aguilera

#lovewhereyouwork #lovewhoyouworkwith My team manages relationships and strategies with large managed service providers and enables the organization to effectively operate at scale.

• Growth of operations teams in language towards a 24/7 model and scaling teams in a quickly changing environment. • Responsibility for assessing and implementing change, strategic directions along with Senior Management. • Analyze data and develop action plans to manage departmental changes and client compliance. • Learning & Development, training programs for management team and career succession. • Leading and developing 1 Regional Manager, 7 Team Leads and supporting other leads. • Implementing new initiatives and innovation towards a new organizational structure. • Leading internal and external projects from initiation to completion, cross-functional teams and locations. • Responsibility for maintaining and developing key client relationships, business reviews. • Sensitive Escalations management. • Responsible for ensuring resolution and quick turnaround in client escalations from Safety, Governments, Policy, Languages and PR. Overall, inspiring those around me and making a positive impact to my people and the company. Love where you work and the people you work with.

•Oversee 5 Ops Leads and responsible for the day-to-day operation for APAC markets, 115 Content Analysts •Oversee 1 Qa Lead and managing quality vertical, 150 Auditors. Drive quality, accuracy and consistency. Auditing ownership. Implementing quality process and procedures. Alignment and Calibrations among teams, Client and OS companies •Establish team goals and work on strategies for executing, measuring progress, and communicating results. •Manage, develop and coach junior/senior leads, individuals and team performance against expected productivity and quality targets. Provide leadership, mentor-ship, guidance and career development and act as a positive role model at all times. •Overall responsibility for operations including workflow, scheduling, quality, productivity, policy adherence. Strategically align teams and resources, mitigating risks and improving processes. •Responsible to deal with high level conflict management and drive consistencies. Change Management in fast paced environment. •Streamlining communication and facilitate goal-level creation ensuring goals cascade to all employees. •Review working practices/processes, encourage and support changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements •Analytically assessing pilots and new system approaches •Drive, create and implement new techniques to increase onsite team motivation to exceed SLA’s and improve attrition rate. •Responsible for reporting Cpl & Client on team performance and SLA’s •Handling first level of escalations. •Responsible to identify potential new business opportunities for the growth of Cpl onsite . •Implementing and leading projects involving quantitative analysis and strategy development

Responsible for APAC markets. Also have managed MENA, LATAM and EMEA markets • Managing content analysts and being responsible for the day-to-day management. • Quality Lead to support the Cpl operation onsite Facebook. • Set up Quality Team and take Cpl's quality ownership. • Calibrations and Policy clarification with Fb and OS. • Policy adherence monitoring, tracking and improving accuracy and error rate. Quality Mistakes follow up. PIP. Awards. Processes. Procedures and Quality Improvement. False Positive and Negative approach to reduce fatal errors. • Main communication with the client in all Quality subjects. • Deliver regular QA reporting so that trends, key insights, actions and impacts are communicated and tracked. • Leverage data from systematic quality processes in accordance with Facebook Quality guidelines to identify areas where interventions are needed and devise improvement plans either in partnership with team leaders and Quality POCs. • Create career paths for Analysts. • Manage and coach individual and team performance against expected productivity metrics and targets. Provide mentorship, guidance and career development to team's member. • Ensuring that the SLAs for timeliness, accuracy and quality are met. • Reviewing working practices and processes, implementing developments in order to improve productivity and quality. • Driving team motivation to exceed targets. Organize, motivate, and develop team focusing on maximizing individual strengths and skills. • Allocating workload to the content analysts, monitoring queues for variable workload. Flagging and managing changes in capacity due to resourcing or volume changes. • Handling or raising 2nd level of escalations.

Quality Lead for 5 vendors. • Dealing with different vendors such as Teleperformance Group, Allus, Commdata and Task. • Quality voice of vendors, understand their needs and engage Telecom Personal cross functional team to work with them. • Manage complex vendor relationships. Ensuring quality targets are met across all vendors. • Work closely with the Global Quality team to align on all quality processes, ensuring that vendors are adhering to these processes. • Managing the biggest quality vendor team (40 quality analyst) on behalf of Telecom. • Implementing new processes along with Policy, Training and Process teams. • Monitoring quality analyst's performances. • Main contact for quality issues for more than 80 Operations Team Leaders within vendors. • Quality Calibrations with vendors. • Overseeing and supporting changes to services, policies and procedures. • Ensuring quality targets are met across all vendors. • Dealing with appeals and re-appeals process. • Comprehension of legal, technical and financial items of outsourcing.

- ISO 9001 Implementation Project at the National Council of Disabled Persons of Peru. - Diagnostic Report on the situation of HIV in Haiti. - Fundraising opportunities from Europe. Implementing ISO 14000 in Pedro Juri Institute in Cuba. - Project Implementation of Irrigation System in southwestern Senegal. - Project of Waste Collection in Venezuela. - Program for youngs from Peru, Chile, Dominican Republic, Venezuela, Bolivia and El Salvador.

Responsible for a technical group of 15 customer service representatives, maintaining high levels of customer satisfaction, ensuring customers escalations are addressed. • Training and Development. • KPIs: Quality and Productivity accountability. Focus on FCR and CSAT. • Reporting.