Top level executive with twenty years of international experience in enterprise management, telecommunications, information communication technologie, financial operations, marketing and customer service management.
Mr. Páez has worked in more than 30 countries like Chief Executive Officer, Chief Operations Officer, Chief Sales & Marketing Officer, Chief Information Officer, Chief Technological Officer, Customer Services Officer and IT & Telecommunications Consultant.
Ten years experience working internationally for cellular and fixed phone operators, internet service providers, TV cable, data transmission and pagers operators.
Focused in reaching measurable objectives, industry service levels and results oriented.
Nine post graduate diplomas in general management, service to the client, telecommunications, information technologies, entrepreneurship and technologies of communication in Sweden, Netherlands, USA, Korea, India and Brazil.
Able to offer the technical support required to implement strategies that allow to increase and maximize the EBITDA. Ability to make changes in the organizacional culture and motivation of the human factor.
During his years of service, he has gained experience in Management Information Systems, Managerial Control, Customer Relationship Management, Business Process Reengineering, Total Quality Management, High Performance Organizations & Strategic Business Planning andQuality Certification Processes (ISO & COPC).
Education
PhD Candidate. Maastricht School of Management. The Netherlands. 2008
Improvements in Health Management. Latin America Congress. "Relational Databases applied to health sector". WHO/MSH. Lecturer. La Ceiba, Honduras. 1994·
Improvements in Health Management. Latin America Congress. "Managerial Control applied to health sector". WHO/MSH. Lecturer. La Ceiba, Honduras. 1994
Health Service General Direction. "Inventory Control Software". Lecturer. Mexico City, Mexico. 1994
Health Service General Direction. "Fixed Assets Software". Lecturer. Mexico City, Mexico. 1994
Health Service General Direction. "Human resources Software". Lecturer. Mexico City,Mexico. 1993
Ecuadorian company focused in Top management consulting services and training.
Co-founder and co-owner. It offers consulting services and training at managerial levels to the Latin American market. We have developed three types of products: the simulators, these include the Model of Simulation of Businesses for all type of companies, and applications in the telecommunications, pharmaceuticals, automotive textile industries; those of CRM, based on the relationship with the customer, these include: Successfull Strategies of Implementing CRM (Customer Relationship Management), Customer´s Solutions, Contact Centers Management, Certifiying operations in Contact Centers, Successfull Strategies of Sales and Revenue Assurance; and those of Development of Executives , these include: Managing Compromised Teams, Forming successful Leaders in its company, Work Methodology, Core Business, Learning To live and Project Management, among others. We developed a web site with management information, which has over 1000 managerial tips. In 2004, it was recognized internationally as the best web site for its Spanish contents. Certified business partner of Telecom and ICT companies in Latin America.
2005 UNEFON. Mexico City. CRM Director.
Cellular phone company operating in Mexico.
I was managing a 200 seats call center and 20 cities Customer Services shops nationwide. I developed Customer Relationship Management strategy. I had decreased churn ratio from 5 to 1.5% monthly.
2004 TOUCHPOINT CENTERS INTERNATIONAL INC. Miami , FL, USA. CHIEF OPERATION OFFICER
USA company, with licenses to operate the services of carrier for long distance, international and national phone calls, Internet service provider, data transmission and call center services.
I participated in the start up operations of the company. I also served as a Country Manager with responsibility for the entire operations of the company. This included the handling, supervision and control of the areas of Businesses, Marketing, Sales, Finances, Technology, Services, Systems and Administration. I implemented ratios of measurement for finances and ebitda services, operation, positioning and customer satisfaction levels. I defined and I implemented the CRM strategy (Customer Relationship Management), like an organizacional culture within the company . I defined the strategy of certification COPC (Customer Operations Center Performance)
2003 TV CABLE GROUP Quito, Ecuador. BUSINESSES VICEPRESIDENT
Ecuadorian group, market share leader (94%) in paid television, with licenses to operate at national level the services of television by cable, Internet service provider, Data transmission and fixed telephony.
I was responsible to obtaining the ebitda of these business units. I obtained between 12 and 70% in excess of the ebitda budgeted for each business . Total annual invoicing of the group bordered 50M.
2002 ANDINATEL S.A. Quito, Ecuador. IT VICEPRESIDENT. ANDINATEL S.A.
Incumbent company of telecommunications with licenses of operation of all the services of technology and telecommunications in Ecuador.
I was responsible for providing information with all the company (CIO), as well as annual invoicing of U.S. 450M, a technological infrastructure of U.S. 50 M and a budget of U.S. 24M. I established the vision of IT in agreement with the strategies of the business. I offered technological consultant's office to each one of the Vice-Presidents of the company. I directed to all the activities of IT of the organization and development and implementation of new projects and technologies, I was the architect of the network, made management of the resources and budgets. I implemented OPEN system for invoicing, collection, and supplying . I developed key indicators of yield and I lead a team of 80 professionals. I established a report structure that it has supported the obtaining of goals of the company. I implemented strategies, plans, processes and organization and evaluated the performance of all the yield of IT.
ANDINANET COO
Andinatel´s business unit. The company´s objective is to provide Internet services to the Ecuadorian market.
I obtained annual income of U.S. 7M, when 5M had been budgeted, a utility of 2.5M when 1.5 had been budgeted. I managed to increase the value of company of U.S. $ 2.5M to U.S. $ 4.9M, I improved the ARPU from U.S. 17 to 25 and I handled a technological investment of U.S. 6M
I designed following plans: the plan of national cover with local call, with which I obtained the leadership in sharing of Market with 23%; the Plan of Marketing and Sales included the development of new markets and the introduction of broadband and prepay products with which I acceded to 8 new markets in provinces, I developed to 4 channels of distribution and the top of mind had been raised from 5 to 49%. I designed and I implemented a change of internal culture towards to customer satisfaction, with which I reduced the churn monthly rate from 4.5 to 1.6 %. I also obtained an ISO certification in customer services. I obtained a collections record of 95%. I dictated courses of training to the personnel of Strategy Corporative, Marketing and Sales, IT, Network, Finance and Administration, Customer Solutions and Contact Center of Contact. I supervised over140 persons .
2001 DIGITEL C. A. GRUPO TELECOM ITALIA MOBILE. Caracas, Venezuela. TELECOM CONSULTANT.
Venezuelan company, with licenses to operate in the central region the cellular telephony, ISP, and data transmission.
I directed and I implemented the strategy of CRM of the company, for customer relationship, using an technical diferentiation strategy, in contact centers and personal services. I developed the strategy of knowledge and customer´s database segmentation. I designed KPI of yield of the organization. Optimizing the relation with the client the company obtained monthly saving of U.S. 1.2M.
1997- 2000 CONECEL S.A. GRUPO AMERICA MOVIL. Guayaquil, Ecuador. IT Director.
Ecuadorian company, leader of market in cellular telephony with 60% of market share, with licenses to operate at national level the services of cellular telephony, ISP and data transmission.
I obtained to diminish the invoicing error from a level of the 30/100 to the 3/10,000 . I designed and I implemented the strategy of CRM, installing a center of contact of 60 positions with a discharge automatization using IVR´s, when originally centers were 2 call with total of 200 people.
I led Y2K project. I installed and managed the technological platforms of invoicing, prepayment, supplying, provisioning and mediation.
I installed an anti-fraud system that allowed to reduce to the amount of monthly fraud of USD 800K to U.S. 4. I developed, I installed and managed the cleraing house systems, revenue assurance, administration and finances. I handled the areas of: Invoicing, Operations of network, Organization and Methods, Research, Development and Systems integration and Networks and Provision of services of Internet. I supervised a team of 80 systems engineers, I was architect of the network that included 1.000 Pc´s and 80 servers. Offer the support in order to guarantee the operabilidad of the systems within standards international. I made a standardization of 90% of the equipment, that entailed a significant saving of costs. I handled to a budget of U.S. 8 M to the year.
1988-1997 MANAGEMENT SCIENCES FOR HEALTH, MS Group, Washington DC , USA . Chief of Party & Project Manager
American company of consultancy and training with contracts at world-wide level
I was general person in charge of the implementation of around 120 projects of technology, telecommunications, systems, processes and organization and methods around the world in different industries. I implemented different projects from support to the decision making, management Information, date warehouse, manageriall control, processes and office automation, enterprise resource planning, transactional control, statistical analysis and enterprise organization. I knew more than 30 countries and I interacted with multidisciplinary work parties and multicultural.
"SPSS. User´s Manual". Quito, Ecuador, 1991. Autor
Recognitions
ICT Information Communication Technology. 2003. Better student, president and representative of the students. Life Academy. Karlstad, Sweden, 2003
IPTM International Programme in Telecommunications Management. 2000, Better student, president and representative of the students. Telia Academy, Kalmar, Sweden. 2000.
Association School of Engineering, President and student representative, National Polytechnic College Quito, Ecuador. 1985. Reelected 1986.
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