Emmanuel Peralta

Working with the Fabletics brand and responsible for creating and organizing product info, overseeing product reviews reporting & product tagging, RR requests, supporting product launches, QA support and assisting the merchandising team in daily, weekly, and monthly projects related to the creation and management of merch within the Fabletics online site for US and Canada.

Start up the operation of the first ever contact center in La Paz B.C.S. from the first training class to the first call taken to the selection of the support staff (supervisors, quality assurance agents, trainers, coordinators, etc.) Responsible of the center as a business unit and directly of all support areas for two projects: Sales and Customer Service for a Mexican telecom.

Boosting sales by providing customer follow-up and adding additional visits to the car dealership supporting final sales. My team would contact potential car buyers who contact us via our website or social media to invite them for a visit to the dealership adding sales and up sales. On my tenure, the BDC went from being responsible for less than 10% to +30% of the sales within months by following up 5 different channels (HondaOptima.com, Honda.mx, E-Mail, incoming calls, and the Facebook page).

I was responsible retention and grow of our clients with high satisfaction standards through strategy design, market share analysis, negotiating profitable contractual arrangements, providing financial analysis resulting in optimizing resources, and maximizing revenue. I coordinate and supervise Mexican and American projects with staffs of over 300 employees, distributed in different departments of the company providing direction based on our strategic planning.

Hiring advanced level agents (in technical knowledge and advance English qualifications) and administrating different offline projects which included: • Advance Support phone line for floor agents) • Floorwalkers (floor support coordination) • Escalation lines: o Language Escalation o Supervisor Escalation o Manager Escalations • ID Management (Management of IDs for the vendor tools of all personnel)