Summary
Overview
Work History
Education
Skills
Personal References
Timeline
Generic

Donald Milian

Account Manager

Summary

Senior Account Management & Operations Leader with 10+ years of experience driving client retention and revenue growth through strategic process improvement. Expertly bridges account management, compliance adherence, and support departments to enhance service delivery and exceed KPI targets. Leverages Power BI and Lean Six Sigma to automate reporting, optimize workflows, and deliver quantifiable financial results.

Overview

12
12
years of professional experience

Work History

Pin TechSolution Manager

IDT SOLUTIONS
09.2023 - Current
  • Spearheaded the sales strategy for POS and credit card solutions, exceeding quarterly sales targets by while ensuring 100% adherence to all financial compliance regulations.
  • Designed and implemented targeted SPIFF and commission programs; analyzed ROI in partnership with Finance to optimize incentives.
  • Pioneered the development of custom Salesforce tracking dashboards and led training for a team of 25+, increasing platform adoption by 40% and providing leadership with real-time performance analytics.
  • Launched a manager coaching program in collaboration with L&D, which improved the quality of frontline feedback scores.

Operations Manager

VXI BPO (AT&T)
01.2021 - 07.2023
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.Managed daily operations for a high-volume retail location, with direct accountability for key performance indicators including customer satisfaction (NPS/CSAT), accessory attachment rate, and new line activation targets.
  • Directed workforce forecasting, recruiting, and onboarding for a team of 15+ sales and customer service representatives for each batch to support peak season demands and new product launches.
  • Revamped the new hire onboarding training program to focus on product knowledge and customer engagement techniques, resulting in a more confident and effective sales and customer services teams.
  • Championed a culture of continuous improvement by overseeing the execution of weekly coaching programs for teams of 15+ frontline agents, ensuring consistent delivery of feedback and resources to exceed KPI expectations in sales and customer satisfaction.
  • Strengthened client relationships during new product launches by leading cross-functional workouts with support departments (e.g., Logistics, IT) to align on rollout plans, ensuring agents had the tools and knowledge to seamlessly integrate new LOB offerings into customer interactions.
  • Supervised operations staff and kept employees compliant with company policies and procedures.

Account Operations/Financial Manager

ATENTO BPO (EZ CATER)
01.2018 - 01.2021
  • Served as the primary strategic point of contact for key accounts, overseeing project lifecycles from onboarding through execution to ensure operational stability, client retention, and identify new growth opportunities.
  • Directed all financial planning and analysis (FP&A), including the development of annual budgets, quarterly forecasts, and initiatives for revenue optimization and cost management across the account portfolio.
  • Spearheaded the development of pricing and packaging strategies for new business lines, conducting market analysis and cost modeling to ensure market competitiveness and drive profitability from launch.
  • Fostered a high-performance culture by implementing structured coaching and professional development programs for the account management team, focusing on consultative selling, logistics problem-solving, and client relationship management.

Jr. Account Manager

GENPACT BPO (CitiBank)
02.2016 - 01.2018
  • Supported operational compliance by assisting in risk audits to ensure adherence to internal controls and facility standards, identifying potential gaps for remediation.
  • Coached team members on effective communication strategies for interacting with delinquent account holders, focusing on explaining account status, available hardship programs, and the benefits of bringing an account current to avoid further escalation.
  • Contributed to a strong compliance culture by facilitating training sessions on PCI-DSS standards and bank regulations, emphasizing the importance of strict guideline adherence to mitigate operational and financial risk.
  • Aided in employee retention efforts by helping to administer recognition programs and communicate employee benefits, supporting overall team morale in a high-pressure environment.

Sales Manager

24/7 (Citi Bank)
01.2014 - 12.2016
  • Promoted a culture of compliance and ethical sales practices by conducting regular risk assessments and coaching sessions to ensure all customer interactions adhered to strict regulatory guidelines, protecting both the customer and the brand's integrity.
  • Drove sales performance by creating a motivational environment centered on healthy competition and recognition. Innovated a rewards-based coaching program that celebrated achievements in mastering product details and effectively communicating the card's value proposition.

Education

BBA - Business Administration

Gaia Business School
Guatemala City, Guatemala
05.2001 -

GED -

Power BI Certification
Guatemala CIty
05.2001 -

GED -

Lean Six Sigma - Greenbelt
Genpact Leadership Team
05.2001 -

Skills

Team leadership

Personal References

Luis Emilio Lopez - Contact number: (502) 5523-2860

Carlos Guzman - Contact number: (502) 3343-6602

Daniela Quiroa - Contact number: (502) 56332525

Timeline

Pin TechSolution Manager

IDT SOLUTIONS
09.2023 - Current

Operations Manager

VXI BPO (AT&T)
01.2021 - 07.2023

Account Operations/Financial Manager

ATENTO BPO (EZ CATER)
01.2018 - 01.2021

Jr. Account Manager

GENPACT BPO (CitiBank)
02.2016 - 01.2018

Sales Manager

24/7 (Citi Bank)
01.2014 - 12.2016

BBA - Business Administration

Gaia Business School
05.2001 -

GED -

Power BI Certification
05.2001 -

GED -

Lean Six Sigma - Greenbelt
05.2001 -

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Donald MilianAccount Manager