Arturo Dodd

About Me


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.


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


    Fun Facts

    Biggest Team Size Led


    Countries Visited so far


    Book Backlog


    Steam Library Backlog



    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

    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


    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.

    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







    Software Skills



    Power BI


    Microsoft O365 Admin


    ServiceNow / Confluence


    Trello / Asana / Slack


    Microstrategy Reports / Qlik Reporting


    CUIC / Avaya / Twilio


    Workday / Oracle HR1S


    PowerPoint / Google Slides / Keynote / Canva


    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


    Psyhology of Intertnation Design

    Membership ID: XXXX
    19 April 2018

    Psyhology of Intertnation Design

    Membership ID: XXXX
    19 April 2018


    SoundCloud Audio

    SoundCloud Audio

    Media Project 2

    Detailed Project 2

    Vimeo Video 1

    Vimeo Video 1

    Vimeo Videos
    Media Project 1

    Detailed Project 1

    Mockup Design 1

    Mockup Design 1

    YouTube Video 1

    YouTube Video 1

    YouTube Videos


    Mexico City


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