Hector Krauss

Current

• Call center consultant at Allstate Insurance
• President at Arriba Group

Past

• VP Marketing, Sales and Customer Care at Americatel
• VP Business Development at DandR Finance Group
• Dir. Sales, Marketing and Advertising at Movida Communications

• Dir. Hispanic marketing and advertising at Qwest Communications
• Director of Marketing at SBC AT&T
• District Manager at MCI

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Education

• St. Mary's College of California

Recommended

1 person has recommended Hector

Connections

103 connections

Industry

Marketing and Advertising

Hector Krauss’s Summary

Managed internal and outsourced call centers with over 3,000 representatives
Strategized comprehensive multi-media ad campaigns
Budget management
Recruiting and developing cohesive teams
Part of the team who won the JD Power Award for Telecommunications on the Long Distance category in 2001 while leading Qwest's Customer Service centers

Hector Krauss’s Specialties:

Call Center management - Market intelligence - customer profiling - segmentation
Conducting RFPs for creative and media agencies
Managing creative, media and PR agencies
P&L/budget development and analyses
Improve customer service
Improve sales achievements
Excellent communication skills
Bilingual English - Spanish

Hector Krauss’s Experience

• Call center consultant

  Allstate Insurance

  (Insurance industry)

  March 2009 — Present (9 months)

  Helping Allstate Insurance in Call Center efficiency through coaching, operation analyses, recognition plans and program strategy

• President

  Arriba Group

  (Outsourcing/Offshoring industry)

  August 2008 — Present (1 year 4 months)

  Consulting with clients helping them in successfully addressing the US based Hispanic markets by "outsourcing" several of the areas needed to conduct this to Arriba Group. Services include: strategy, marketing, advertising, production, media buy, PR, customer profiling, market intelligence, database selection, call center launch and management, printing, fulfilling, sales staff and event management.

• VP Marketing, Sales and Customer Care

  Americatel

  (Privately Held; 51-200 employees; Telecommunications industry)

  August 2007 — August 2008 (1 year 1 month)

  In charge of marketing, advertising, sales and customer care of telecommunications company focused on the Hispanic market. Conducted creative and media agencies RFP, managed agencies as well as 3 call centers in South America with over 500 reps.

• VP Business Development

  DandR Finance Group

  (Banking industry)

  2006 — 2007 (1 year )

  Designed and oversaw the product launch of this Wholesale bank and broker. After successfully signing over 100 brokers, launched the retail arm of the company securing 32 branches and over 300 employees in 3 months. Sales objectives have been achieved both in Wholesale and Retail. Currently licensed for Retail in 9 states and Wholesale in 12 aiming for 15 states and over 500 Retail employees by August 2007.Developed a series of 5-day classes to improve the knowledge of Loan Officers and Processors, efficient advertising and event participation led to hundreds of loans per month.

• Dir. Sales, Marketing and Advertising

  Movida Communications

  (Privately Held; 51-200 employees; Telecommunications industry)

  2004 — 2006 (2 years )

  Lead the Ad Agency RFP process. Developed the marketing and advertising strategy for this new wireless company targeting the Hispanic market, grew to sell at over 1,800 Wal-Mart stores nationwide. Lead the selection of outsourced activation and customer care center. Developed copy for the VRU, scripts and training materials, guided call center in overall “corporate feel” allowing them to answer calls in a culturally and corporate accurate way. Developed all metrics to be achieved and supervised reports’ development. Supervised ad agency in web development and advertising campaigns

• Dir. Hispanic marketing and advertising

  Qwest Communications

  (Telecommunications industry)

  2002 — 2004 (2 years )

  Senior Director Hispanic Marketing and Advertising, Phoenix AZ
  Reported directly to EVP and met on a weekly basis with CEO, managed an advertising budget of $26M. Created and oversaw multiple media campaigns in order to increase customer base, billed revenue, product penetration and customer satisfaction. TV and radio campaign resulted in increased revenue (international LD by 285% in two months and 1,122% in six).
  
  Conducted RFP, retained and managed two Hispanic ad agencies. Culturally relevant marketing campaigns generated an additional $19.5M in revenue in 5 months. Developed community involvement and event sponsorship strategy to improve Qwest’s perception in the Hispanic markets.

• Director of Marketing

  SBC AT&T

  (Public Company; 10,001 or more employees; T; Telecommunications industry)

  1997 — 2000 (3 years )

  Develop marketing strategy on product, pricing and loyalty programs for the upcoming Long Distance business.
  Worked with VP of Diverse Markets Sales and Service to increase revenue and improve customer service at Hispanic and Asian Centers. Developed and introduced “Care is Sales – Sales is Care” campaign. Supervised six Regional Sales Managers, 85 Supervisors and aid in coaching over 1,000 agents in customer care, sales techniques and better business practices at six call centers.
  
  Developed scripts and training materials to increase the retention of Voice Mail, this lead to a reduction of 86% in Voice Mail cancellations. Developed training and benefit scenarios to increase the sales of Caller ID at 10 English, 4 Spanish and five Asian call centers across California. Caller ID sales achieved 180% of plan.

• District Manager

  MCI

  (Marketing and Advertising industry)

  1993 — 1997 (4 years )

  Worked with MCI’s marketing team in designing campaigns and marketing materials to target the Hispanic and Asian markets selling Long Distance and paging services. Managed Account Executives, Telemarketing and Direct Sales teams representing MCI in the Hispanic and Asian markets. Direct Sales territory included Northern California, Oregon, Washington, Phoenix and Las Vegas. Develop a partnership with the largest Filipino retail entity in the US which provided MCI with 71 targeted retail locations. The increase of Asian calling plans grew by 150% within 4 months.

Hector Krauss’s Education

• St. Mary's College of California

  MBA , Marketing and Finance , 1999 — 2001

Additional Information

Hector Krauss’s Interests:

Advertising Management Helping companies addressing the US based Hispanic market

Hector Krauss’s Honors:

Part of the team who won the JD Power Award for customer service to customers spending over $50/month in Long Distance in 2001

Hector Krauss’s Contact Settings

Interested In:

• consulting offers
• new ventures
• expertise requests
• business deals
• reference requests
• getting back in touch