Claudio Perez

Deliver excellence and build long-term capabilities to drive internal business projects efficiently. - Organised and led a division of Project Managers across multiple geographic locations, achieving high customer satisfaction. - Recruited, developed, and retained top talent while coaching low performers to improve or transitioning them out as needed. - Established high standards for service delivery, achieving successful on-time, on-scope, and on-budget project completions. - Collaborated with Sales and Product teams to identify up-sell and cross-sell opportunities, driving $15M+ in benefits. - Defined key metrics for project health, financials, and customer satisfaction to enable data-driven decisions and improvements.

Directed quality transitions in BPO delivery locations worldwide, including the US, India, the Philippines, and Ireland. Delivered expert-level mentoring to teams in project delivery at specified times and budgets. Championed initiatives in AI and automation, seamlessly amalgamating technologies into BPO operations.. - Spearheaded Professional Services initiatives, driving the professionalisation of delivery functions and optimising service offerings. - Led the team to achieve key metrics such as utilisation, customer satisfaction, and revenue growth by improving service methodologies. - Partnered closely with Sales and Customer Success teams to support market-facing interactions and promote service offerings. - Developed scalable frameworks and tools for onboarding and delivery, establishing standards to improve consistency and quality. - Utilised metrics to continuously refine strategies, achieving 13% cost reduction and a 7% improvement in contribution margin.

Established setup and operations of the technology center in Brazil for 1500 employees. Headed project management office for nationwide laboratory information management system implementation. - Directed Professional Services functions for Brazil and US operations, including budgeting, services revenue, and profitability targets. - Managed complex project portfolios with a focus on service delivery excellence, risk mitigation, and stakeholder engagement. - Led financial planning and execution for a $35M project budget, achieving margin goals through resource optimisation. - Established escalation protocols and quality standards, ensuring timely identification and correction of at-risk projects.

Responsible for regional strategic and center operations. Devised tactical project agenda and led initiatives in transitions, growth, and new systems, such as Oracle, SAP, Optical Recognition, and e-services. Engaged actively in the architecture solutions team for RFPs and transformation clients. - Directed Professional Services functions for Brazil and US operations, including budgeting, services revenue, and profitability targets. - Managed complex project portfolios with a focus on service delivery excellence, risk mitigation, and stakeholder engagement. - Led financial planning and execution for a $35M project budget, achieving margin goals through resource optimisation. - Established escalation protocols and quality standards, ensuring timely identification and correction of at-risk projects.

10 years of experience as a Management & Strategy Consultant in Europe, the Americas and South Africa; in Banking, Massive Consumption, Retail, Telecom and Healthcare industries. - Productivity project management in Europe, the Americas and Africa. - Set up Teach member of Bellsouth Chile and integration with Telefónica España 2003-2005