HR & Business Process Optimization Consultant
Julio Chacón
Turning customer experience and HR operations into measurable business impact — across Latin America and Europe.
About
Operator's mind. Consultant's toolkit.
CX and Business Process Optimization Consultant with over 10 years of experience in HR management, customer experience strategy, project management, and team leadership. Proven track record optimizing key business metrics — churn reduction, customer satisfaction, and talent retention — through strategic initiatives. Skilled at leading high-performance teams, driving process improvement, and managing change in fast-moving sectors like telecommunications.
Experience
A career built one KPI at a time.
- Accenture
Business HR Advisor
Oct 2024 – Present•Buenos Aires, Argentina- Leads LATAM's HR process consultation management for Accenture Argentina employees.
- Drives automation initiatives that improve HR process speed and quality.
- Manages employee data across Workday, SAP HR, and SharePoint.
- Delivers ad hoc HR reporting across LATAM countries and trains new employees on HR tools.
- Accenture
Business Management Advisor
Jul 2023 – Oct 2024•Buenos Aires, Argentina- Led the global HR reporting process for Europe (hiring & resignations).
- Directed automation projects as liaison between technical and functional teams — a 22% increase in process digitalization vs. FY23, equivalent to saving 2–3 headcount positions.
- Applied agile methodologies to optimize two regional processes, saving $5,000–$7,000/month.
- Led ServiceNow (CRM) training for internal teams.
- Accenture
HR Business Partner
Oct 2021 – Jul 2023•Buenos Aires, Argentina- Managed end-to-end candidate medical check-up and background-check processes.
- Prioritized and resolved urgent HR case management for employees.
- Streamlined HR processes for faster, more agile employee access.
- Accenture
CRM Analyst
Jun 2019 – Oct 2021•Buenos Aires, Argentina- Managed daily global SNOW reporting and complex SAP-FICO vendor payment cases.
- Cut FTE requirements by 15% through process automation.
- Implemented a quality plan that reduced monthly errors by 10%.
- Led quality processes and trained new agents across Spain/LATAM teams.
- DIRECTV
Coordinator of Business, Sales, Collections, Retention & CX
Jan 2016 – Sep 2018•Caracas, Venezuela- Led cross-functional strategies to optimize churn, gross adds, revenue, and collections KPIs.
- Overachieved HD migration sales targets by 25%, generating $70M+ in additional revenue.
- Delivered 6,000 reconnections, beating the regional target by 16%.
- DIRECTV
Churn Campaign Coordinator (CX)
Jun 2013 – Jan 2016•Caracas, Venezuela- Stabilized prepaid churn to 0.11% — the lowest in LATAM.
- Reduced call volume 11%, saving $150M+ through service redefinition.
- Applied COPC methodologies to improve First Call Resolution.
- Movilnet (Telecommunications)
Coordinator of Vendor Management
Apr 2002 – Jun 2013•Caracas, Venezuela- Supervised outsourced service providers (Atento, Unisys) and led COPC standard implementation.
- Directed technical and operational optimization across customer service channels.
- Movilnet (Telecommunications)
Supervisor of Call Center
Jul 1999 – Mar 2002•Caracas, Venezuela- Supervised a 20-person operator team, improving service levels by 25% during peak hours.
- Led the "Success Profile" outsourcing project, lifting customer satisfaction 17% annually.
- Implemented a flash-reporting system for real-time service monitoring.
Skills
What I bring into every engagement.
Leadership & Strategy
Process & Operations
Customer & Relationship
Software & Tools
Spanish — Native · English — Intermediate (B2)
Certifications & Education
Continuous learning, credentialed.
BBA, Business Administration
Universidad Nacional Simón Rodríguez, Caracas
2011 – 2018
Design Thinking Certificate
Polytechnic University of Madrid / Miríadax
2018
Diploma, Digital Marketing & Community Management
University of Business and Social Sciences, Buenos Aires
2021
Featured Certifications
Generative AI Badge
Accenture / Pluralsight
2024
Data Badge
Accenture / Pluralsight
2024
Cloud Badge
Accenture / Pluralsight
2023
AI Badge
Accenture / Pluralsight
2023
Automation Badge
Accenture / Pluralsight
2023
Enterprise Platforms Badge
Accenture / Pluralsight
2023
Strategic Human Resources
LinkedIn Learning
2019
Learn SCRUM
LinkedIn Learning
2019
30+ additional professional development courses completed since 1998, available on request.
Honors & Awards
Recognition, earned quietly.
Authentic Partner
Data Analysis Support, SNOW Dashboard
Client Value Creation
HR Process Support for Spain
Client Value Creation
Continuous Training Programs
Legacy Recognition
Process Improvement, We@ Program
Social Innovator
Diversity & Inclusion / Impact Hiring
Legacy Recognition
Quality Process Documentation
Annual Monetary Bonus
Exceeded LATAM Sales Objectives
Outstanding Commitment
Customer Day Initiative
Customer Service Excellence
Initial Training Course Recognition
Testimonials
In their words.
"Working with you has been a pleasure. Your contribution to the account has been remarkable in everything we've worked on together, especially matters that required immediate attention — you always handle them professionally. You've mastered your field and work closely with the executive team."
Contact
Let's talk about your operation.
Whether you're rethinking a customer journey, digitalising an HR workflow, or need a second set of eyes on a process, I'm happy to talk.
jchaconrojas@gmail.com+54 11 3846-4884