Scale up Success Stories

Scale Up

Business cases

Index

About us

Call Center Insurance

Our Values

Timekeeping HR

HR value proposition

Cultural DNA

M&A LATAM Growth

Call Center Retail

Passion for businesses & people

To improve businesses and support growth is what we do best, that is how we add value to organizations

We support companies in their process of growing and transforming their operations to assess and manage more business.

BPO Expert- Strategy/ Operations Consultant

Our Values

We build powerful relationships

We build value for our clients

We build Community

Case Presentation

01

HR Value Proposition

Start Up HR Regional area

Four Geographies

Key Talent

The project involved unify and re organize local teams into a regional structures with solid leayers and regional scope.

Full assessment of talent. Redefinition of roles and career tracks. Deployment of new Org chart. Identification of top talent. Development plan. Retention.

LATAM BPO going through inorganic growth in the region & Europe.Value proposition for HR area. Identification of key players, technology & processes. Best Practicies. Long term goal plan.

Regional processes

Employee lifecycle

Mapping of local processes. Prioritizing and identifying the new process map for the whole new enterprise. Deployment of manuals and documentation accross the different areas. Change management.

Designing and definition of all employee experience. TA, Training and development, retention, engagement, outplacement.

Case Presentation

02

M&A LATAM

Support M&A

Key Talent

Leadership roles assessment. Leadership practices. Key client revision. Key talent retention practices.

Due Dilligence

Supporting Due Dilligence, documentation, interviews, onsite assessments. Decision making process. Negotiations.

BPO-IT company in LATAm. Two adquisitions in one year. Expansion in Uruguay & Brasil.This process meant an increment of 300% of the company size in 1.5 years. High Cultural impact.

PM Role

Change Management

PM role responsibility during the whole process. Documentation, follow up calls, C-level reporting, Decision making support, interaction with all areas internally, evaluation, hand off.

Delivery of specific activities to help teams and people sustain and engage with the new adquired entities. Supporting communication efforts to transmit a sense of optimism towards teams.

Case Presentation

03

Call Center Retail

Consolidation of an internal call center structure for retail

Processes & IT strategy

Assessment

AStructuring all processes for the area. Defining and creating all training tracks and material for the BPO unit. Setting up QA area & WFM practices.

Enterprisse assessment. Consolidation plan. C-Level reporting. RFP and vendor evaluation. Vendor management.

Health care client. Uruguay. Retail. +1200 employess 2 years project to consolidate and create a bpo environment for a retail business. E-Commerce. Claims. Client Support. Tech Support. Omnichannel implementation.

Reporting & KPI

RFP & Vendor Management

SCreating of KPI, reporting tools, contractual metrics, safety alerts for vendor management. Mid term and long term goals for KPI. Seasonality & onmichannel deployment plan.

RFP Technical writingVendor evaluation Definition and outsorcing process PM Vendor management

Case Presentation

04

Call Center Insurance

Improvement of an internal call center operation for insurance industry

WFM & Sanity practices

Assessment

WFM model implementation. WFM software deployed. Cost related practices reduced operationall cost significantly New corporate systems implemented

Enterprisse assessment. Streams of work.Operations WFM Quality & Training

Insurance provider. Uruguay. +200 employess 1.5 years project to assess and re engineer bpo best practices in call center environment Export excellence operational model to latam countries

Quality & Training

Coaching & Performance Mgmt

Learning strategy definedTools and practices for a cx centric strategy deployed New Hire training plus ongoing content Quality strategy. AI tools

Coaching modelPLeader role Streamlined processes KPI & communication model

Case Presentation

05

Timekeeping HR

Digital timekeeping & payroll implementation

Assessment

Change Management

System and environment assesment. Process revision, Manuals reediting, key teams involvement, metrics. ROI,

Supporting the organization to sustain change and implement a new tool and new processes. Validate impact through metrics and ROI reports. Manage communications and key reporting to C Leve.

Health care industry client. Uruguay. +1200 employees.Mass consumption client. +1300 employees. Uruguay. Implementation of timekeeping tool. Integration with Payroll system and payroll processes. Cost efficiency goal. Key Corporate project

PM Role

Two click payroll

OM rol to support implementation for the enterprise. Average 1.5 year per company. leading implementation teams, HR teams and external resources.

As a consequence a new process was implemented for payroll process that enabled the companies to review cost and KPIs realtime improving margins,

Case Presentation

06

Cultural DNA

Implementation of a new culture DNA

Design Thinking

Change Management

Initial evaluation phase to understand real self and inner values within the current stamp of the organization. Self assessment process led for all internal teams and key members.

Communication. Implementation toolkits. Events for deployment. Look and feel definition for sites. Workshops.

LATAM BPO Company. seven countries footprint. Designing of a new DNA for culture and purpose to create a corporate powerful identity and sustain growth Key corporate project.

Ambassador Role

Implementation

Coordination of activities among groups and countries to build robust concepts for a new DNA and cultural definition. This work finally created the new values, purpose and vision

Deployment plan to review how to impact practices inside organization with this new DNA construction. Ongonig.

BPO expert - Strategy Consultant

International Strategy Consultant. Operations and HR expert oriented to strategic management. I work with leadership teams to create value and support business strategic transformation. My background on BPO/Cx Service industry has leverage experience on scalable projects centered in people management. With more than 20 years in director level roles within Operations and HR I am able to translate business challenges into actionable plans outlined for complex teams. I can support key strategic interventions for core plans at a corporate level. BPO expert judge for national CRIC award nominations. Argentina & LATAM. Knowleadgeable on system implementations and software deployment processes for the industry

Paula A Vogliazzo

Business Owner

Client Referral letters

Roberto Mariano Acosta. Human Capital Director. Farmashop

Marcos Passarini. CEO. Skytel

Other Clients

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