Ignacio Moll
@ignaciomoll
I lead customer operations and deliver data-driven service improvements.
UruguayWhat I'm looking for
I am a customer-service and operations leader with more than nine years guiding contact-center teams through large-scale transformations; at Sabre I led the migration to a case-based support model, implemented Genesys Cloud, redesigned IVR and routing strategies, and coached teams to meet SLAs.
Currently I analyze CRM data and design Power BI dashboards at Ceibal to inform strategic decisions, drive KPI improvements (ASA, AHT, CSAT), and continue mentoring high-performing, bilingual teams focused on process innovation and reliable service delivery.
Experience
Work history, roles, and key accomplishments
Data Analyst
Ceibal
Jan 2023 - Present (2 years 7 months)
Analyze CRM data and deliver insights to inform strategic decisions while designing Power BI dashboards to visualize key metrics and monitor program performance. Perform ETL, validation and reporting to ensure data accuracy and reliability.
SCContact Center Operations & Planning
Sabre Corporation
Jan 2014 - Jan 2023 (9 years)
Directed the migration from a voice-only contact center to a case-based support model using Genesys Cloud, redesigned IVR and routing for multilingual customers, and trained teams on new processes. Developed dashboards and process improvements that reduced wait times and improved service levels.
IBSenior Subject Matter Expert
IBM
Jan 2008 - Jan 2013 (5 years)
Led outsourcing projects for BBVA Spain's fraud-prevention operations, implementing process improvements that increased arbitration and compliance success rates. Mentored team members and coordinated with Spanish counterparts to replicate best practices.
Education
Degrees, certifications, and relevant coursework
HUHarvard University
Professional Certificate in Data Science, Data Science
2024 -
Pursuing Harvard University's Professional Certificate in Data Science (Mar 2024–Dec 2025), focused on data analysis and related techniques.
COCoderhouse
Certificate in Data Analytics, Data Analytics
2022 - 2022
Completed a Data Analytics course at Coderhouse in 2022 covering data analysis tools and methods.
Círculo Informático
Tecnicatura en Comercio Exterior, Comercio Exterior
Completed the Tecnicatura en Comercio Exterior at Círculo Informático, graduating in 2007.
Taller de Informática
Tecnicatura en Gestión de Empresas, Gestión de Empresas
Completed the Tecnicatura en Gestión de Empresas at Taller de Informática, graduating in 2006.
Tech stack
Software and tools used professionally
Availability
Location
UruguayAuthorized to work in
Job categories
Skills
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