Mr. Oscar Dominguez

Objectives

To work with industry leaders in transforming the way that the world does business by leading large organizations in implement strategic change initiatives. Senior level leader adept at orchestrating enterprise wide improvements in customer responsiveness, quality and revenue- while maximizing shareholder value.

Skills

• Consulting

  Advanced
  Years of Experience: 9 years
  • Expert in a wide range of consulting techniques and methods

Work Experience

• President and Managing Partner

  2002 February
  Customer Care Solutions, Inc
  Denver, United States

  Business development, client relationship management and sales. Also responsible for leading a team of consultants in achieving complete customer satisfaction. Work experience related to over 100 projects working with fortune 100 corporations- these projects include organizational redesign, strategy design and deployment , enterprise wide quality improvement, efficiency, employee retention, process and management practices re-engineering, project implementation, systems integration and project management, market research, and customer needs analysis. Below are listed a small representative sample of recent projects.

  Managed and facilitated the consolidation of seven internal support centers into one technical support organization. Major activities included organizational design and implementation, change management, service level management, system configuration and deployment, staffing and training.

  • Reviewed and made recommendations for ease-of-use changes to existing self service applications, with goal of increasing completion rates. Used industrial engineering techniques to performed CSR and customer observations and interviews in order to determine design and structure of planned applications.

  • Reviewed multiple existing IVR applications for ease-of-use. Developed new main menu for single-reach strategy. Performed live customer interviews to determine appropriate language for prompts. Made recommendations for creation and design of applications to handle additional functionality.

  Projects:

  • • Completed analysis on forecasting, staffing, and planning in process of consolidating seven contact centers down to three. Designed and implemented processes and organizational changes geared towards increasing resource management effectiveness, and implementing a systematic approach to service level management.
    
    • Significantly reduced call abandonment rates and considerably shorter “average hold” times. Agent productivity improved from initiating more balanced workloads by implementing intelligent call routing technology. Direct cost savings have been realized due to lower usage charges related to toll-free service and by reducing callers’ unproductive hold time.
    
    • Using qualitative research techniques to identify and prioritize users needs, led a Task Team that redesigned processes within the Transportation Purchasing Unit, resulting in a 47% reduction in process cycle time, (a savings of over $9,000,000 a year).
    

Academic Background

• Associate Degree

  1987 August
  Miami Dade Community College
  Denver, United States
  Major: Business

Reference