Marco A. Robles Reyes

52 1 614 1422212

 

San Cristóbal #3711, Chihuahua, México

marcorobles@hotmail.com

Objectives

Be part of a strong organization and an important player in the achievement of the company’s objectives by finding new or better ways to perform different activities for the company’s benefit.

Education

On-Going | Master in Marketing

Instituto Tecnológico y de Estudios Superiores de Monterrey

May 2010 | Master in Administration

Instituto Tecnológico y de Estudios Superiores de Monterrey

November 2001 | Industrial and Systems Engineer

Instituto Tecnológico y de Estudios Superiores de Monterrey

Experience

April, 2011 – Current | Account Manager

Teleperformance Nearshore Chihuahua

Management of a business unit in the call center overseeing the performance of departments such as operations, quality, and training, and coordinating support departments such as recruitment, workforce management and human resources. Also acting as the main contact with Teleperformance’s clients.

  • Responsible for the relationship with Stream Energy, utilities company based in Dallas, Texas
  • Achieved, along with the workforce management department, the service level metric goal for over 12 months meeting the company’s key metric at the time.
  • Development of the Customer Satisfaction Analysis Process along with the Stream Energy Quality Department with the objective of moving the focus to customer satisfaction and retention.

September, 2010 – April 2011 | Sales General Manager

Ripipsa S.A. de C.V.

Manage and control the sales plan for the company, create and execute marketing plans, sales budgets as well as manage key accounts for the company.

  • Created a client segmentation program that allowed the company to achieve 27% sales growth vs. previous year during 2010’s 4th quarter and 2011’s 1st quarter.

August, 2007 – September 2010 | Account Manager

Teleperformance Nearshore

Management of a business unit in the call center overseeing the performance of departments such as operations, quality, and training, and coordinating support departments such as recruitment, workforce management and human resources. Also acting as the main contact with Teleperformance’s clients.

  • Responsible for the relationship with First Data, from August 2007 to August 2009 setting the grounds for a stable and successful operation meeting each one of  the program KPI targets for 18 consecutive months
  • Launched the DirecTV Program in the Chihuahua Call Center and got the recognition for the best launch of a call center operation in the history of DirecTV.
  • Achieved and maintained a position in the top 5 of the DirecTV call center ranking system during the first year of operations, out of 22 centers.

September 2005 – September 2006 | Regional Operations/Finance Manager

Danone de México S.A. de C.V. | Monterrey, Nuevo León, México

Responsible for the operations of nine distribution centers located in the states of Chihuahua, Coahuila, Durango, Nuevo Leon, Tamaulipas and San Luis Potosi, Zacatecas where the position main activities were;

  • Regional Inventory Management
  • Regional Budget Planning and Administration
  • Regional Accounts Payable Follow-up
  • Regional Accounts Receivable  Follow-up
  • Regional Sales Administration

Achievements:

  • Sales force coverage expansion through the creation of two new distribution centers located in Matehuala, San Luis Potosi and Saltillo, Coahuila
  • 35% annual sales increment with the “pre-sell” program in Monterrey, N.L

September, 2004 – September, 2005 | Operations/Administration Manager

Danone de México, S.A. de C.V. | Chihuahua, Chihuahua, México.

Responsible for the general operations of the Distribution Center located in Chihuahua, some of the main activities were inventory management, budget administration and operational support to the local sales department.

Achievements:

  • Administrative operational times optimized by 40%.
  • Warehouse efficiency increased through product inventory optimization and sales behavior analysis.
  • Accounts receivable reduced from 50% due to a 10% due.

March, 2004 – September, 2004 | Key Account Manager, Jr.

Danone de México, S.A. de C.V. | Guadalajara, Jalisco, México.

Follow up and make sure the commitments between the company and the local clients were respected in order to achieve the sales objectives of the company.

Leading a group of sales promoters who were responsible for the volumes of sales in the city self service stores such as Wal-Mart, Sam’s, Costco, Soriana, and Comercial Mexicana.

Achievements:

  • Redefinition of the local logistics program and achieved a 30% optimization in the use of the company delivery trucks
  • Increase of the sales volume by 15% vs. previous year comparing the same store number base.

April, 2002 – March, 2004 | Projects Engineer

SSI Technologies Inc. | Chihuahua, Chihuahua, Mexico.

New lines installation in Chihuahua’s facility, line transfer from the main facility in Janesville, Wisconsin, USA, to the facility located in the city of Chihuahua, addition of new products to the current production lines. Also, quality and production improvement projects and workstations, basic tooling and layout design.

Achievements:

  • Addition of DVT Vision systems as quality checks and poka-yoke systems to improve quality controls.
  • Cycle time reduction and stabilization in injection molding process.
  • Scrap reduction and efficiency improvement in injection molding processes.
  • Production floor space optimization, changed layout from production cells to production lines.
  • Successful transfer of over 10 production lines and processes from the Janesville’s facilities to the Chihuahua facility.

Skills

  • Fully Bilingual, English-Spanish
  • Basic French
  • Strong Analytical Skills
  • Negotiating and Conciliating Characteristics.