Arturo Dodd

Service Experience Manager / Operational Manager
Engineer / Team Manager
Learning to Code, invest, and data science
Proud Geek, Nerd, ADHD, Gamer
Photographer

About Me

Professionally:

I'm a Service Experience Manager with over 12 years experience in Customer Service and IT Support implementation. Solid in-depth experience delivering IT, Customer Support & Service Operations, ensuring service availability and service delivery excellence. Leading multicultural teams in Contact Centers, End-to-End IT Services and Managed Shared Services operation. Customer Service, Quality, e-commerce, P&L Management, Price Modeling, Presales, WFM, Project Management, Agile Methodologies, and ITIL.

Personally:

I'm a proud geek/nerd learning to code, invest and data science, gamer, and amateur photographer. Late-diagnosed ADHD. Love math. Really enjoy reading, watching TV series, movies, and anime. LOTR both books and movies are the greatest of all time.

  • Age 33
  • Nationality Mexican
  • Residence Mexico City
  • Pronouns He / Him
  • Work Preference Remote

    • My Favorites

  • City to Travel London
  • Book Lord of the Rings
  • TV Show Mr. Robot
  • Anime Shigatsu wa kimi no uso

Languagues I Speak

  • Spanish Native
  • English Advanced
  • Italian Beginner

    • Companies I've worked with

    AmerisourceBergen
    KPMG
    Diebold Nixdorf
    MSD
    CompuCom

    Testimonials

    Claudine Underwood

    Vivamus at molestie dui, eu ornare orci. Curabitur vel egestas dolor. Nulla condimentum nunc sit amet urna tempus finibus. Duis mollis leo id ligula pellentesque, at vehicula dui ultrices.

    Claudine Underwood

    Customer Experience and Digital Workplace Executive
    Steve Lueckemeyer

    Vivamus at molestie dui, eu ornare orci. Curabitur vel egestas dolor. Nulla condimentum nunc sit amet urna tempus finibus. Duis mollis leo id ligula pellentesque, at vehicula dui ultrices.

    Steve Lueckemeyer

    Customer Success Executive - Executive Leadership
    Guillermo Gonzalez

    Vivamus at molestie dui, eu ornare orci. Curabitur vel egestas dolor. Nulla condimentum nunc sit amet urna tempus finibus. Duis mollis leo id ligula pellentesque, at vehicula dui ultrices.

    Guillermo Gonzalez

    Service Delivery Manager
    Ana Camas

    Vivamus at molestie dui, eu ornare orci. Curabitur vel egestas dolor. Nulla condimentum nunc sit amet urna tempus finibus. Duis mollis leo id ligula pellentesque, at vehicula dui ultrices.

    Ana Camas

    Senior Local Endpoint Tech

    Fun Facts

    Biggest Team Size Led

    85

    Countries Visited so far

    7

    Book Backlog

    90+

    Steam Library Backlog

    450

    Resume

    Work Experience

    February 2022 - Current
    Diebold Nixdorf

    Service Desk Operations Manager

    March 2018 - October 2021
    CompuCom / AmerisourceBergen

    Service Experience Manager

  • Generate, coordinate, and implement action plans based on areas of opportunity previously identified with the client and seeking constant improvement on daily tasks for a project with 80+ associates.
  • Implement follow-up actions, evaluation of processes, and coaching sessions with the team leads of each team.
  • Responsible for achieving the SLA's and KPI's for the Service Desk such as FCR, AHT, ASA, CSAT, Call to Ticket Ratio, and CAP.
  • Host daily and monthly meetings with the client and company Directors, devising strategies together for daily operations and showing overall results for the previous month.
  • Responsible for handling client and internal escalations ranging from processes to individual attitude and being in constant communication with different partners that can help resolve the escalation.
  • Review and plan the forecast alongside WFM team to implement effective schedules with the purpose of achieving the desired SLA's for our client.

    • July 2017 - February 2018
    CompuCom / AmerisourceBergen

    Operations Team Lead

  • Facing client and user escalations
  • Triaging escalations to get resolved in a timely matter
  • Customer Satisfaction process improvement and tracking
  • Devise and implement all departmental training materials via manual and PowerPoint.
  • Generate reports and KPI's of call volumes, SLA response times, and customer satisfaction survey results.
  • Manage a diverse workforce in organizations to ensure efficient day-to-day operations.

    • May 2013 - June 2017
    CompuCom

    Business Analyst

  • Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
  • Leading ongoing reviews of business processes and developing optimization strategies.
  • Staying up to date on the latest process and IT advancements to automate and modernize systems.
  • Conducting meetings and presentations to share ideas and findings.
  • Documenting and communicating the results of your efforts.
  • Effectively communicating your insights and plans to cross-functional team members and management.
  • Working closely with clients, technicians, and managerial staff.
  • Allocating resources and maintaining cost efficiency.
  • Ensuring solutions meet business needs and requirements.
  • Managing projects, developing project plans, and monitoring performance.
  • Managing competing resources and priorities.
  • Monitoring deliverables and ensuring timely completion of projects.

    • Higher Education

    2016-2022
    UTEL

    Ingeniería en Sistemas Computacionales

    Computer systems engineering is a discipline that embodies the science and technology of design, construction, implementation, and maintenance of software and hardware components of modern computing systems, computer-controlled equipment, and networks of intelligent devices. It is solidly grounded in the theories and principles of computing, mathematics, science and engineering, and it applies these theories and principles to solve technical problems through the design of computing hardware, software, networks, and processes.

    2020
    Universidad Anahuac

    Diplomado en Dirección de Proyectos

    Applying processes, methods, skills, knowledge and experience to achieve specific project objectives according to the project acceptance criteria within agreed parameters.

    Language Skills

    Spanish

    95%

    English

    90%

    Italian

    10%

    Software Skills

    Excel

    85%

    Power BI

    50%

    Microsoft O365 Admin

    80%

    ServiceNow / Confluence

    75%

    Trello / Asana / Slack

    80%

    Microstrategy Reports / Qlik Reporting

    90%

    CUIC / Avaya / Twilio

    90%

    Workday / Oracle HR1S

    80%

    PowerPoint / Google Slides / Keynote / Canva

    90%

    Soft Skills

    • Mental Agility
    • Emotional Intelligence
    • Data Analysis
    • Problem-Solving
    • Decision-Making
    • Collaboration
    • Strategic Thinking
    • Empathy
    • Time Management
    • Effective Communication
    • Team Building and Growing
    • Leadership
    • Flexibility
    • Project Management
    • Creativity and Innovation

    Certificates

    Psyhology of Intertnation Design

    Membership ID: XXXX
    19 April 2018

    Psyhology of Intertnation Design

    Membership ID: XXXX
    19 April 2018

    Portfolio

    SoundCloud Audio

    SoundCloud Audio

    SoundCloud
    Media Project 2

    Detailed Project 2

    Detailed
    Vimeo Video 1

    Vimeo Video 1

    Vimeo Videos
    Media Project 1

    Detailed Project 1

    Detailed
    Mockup Design 1

    Mockup Design 1

    Mockups
    YouTube Video 1

    YouTube Video 1

    YouTube Videos

    Blog

    Design
    Why I Switched to Sketch For UI Design
    05 Mar 2020

    Why I Switched to Sketch For UI Design
    UI
    Best Practices for Animated Progress Indicators
    23 Feb 2020

    Best Practices for Animated Progress Indicators
    Design
    Designing the Perfect Feature Comparison Table
    06 Feb 2020

    Designing the Perfect Feature Comparison Table
    UI
    An Overview of E-Commerce Platforms
    07 Jan 2020

    An Overview of E-Commerce Platforms

    Contact

    Mexico City

    arturo@dodd.mx

    Available

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