Director of Regional Operations

• Increase the turnover by up to 200% in Telecommunications and Insurance accounts

• Expanding the business to Brazil, Peru, Chile and Argentina

• Automation of credit processes

• Reducing card issuance times from 30 to 3 days

• Account management in Guatemala and El Salvador

• Improving annual EBITDA

• Creation of customer service strategies (“Wow Effect”)

• Improving the NPS by 30%

• Implementation of video call solutions with 250 kiosks nationwide that served more than 15,000 monthly customers

• Design of strategies for employee satisfaction (aiming Great Place to Work certification) and sales

• Reaching a historical record volume of 150,000 annual insurance policies

• Lead the obtaining of ISO 9001 certifications

• Development of business continuity programs

• Supervision of more than 2,800 employees

Konecta México / August 2008 to January 2025

Customer Service Manager

• Prepare the environment for new projects
• Coordinating different areas for implementation
• Monitoring results and cost-benefit studies
• Develop and implement new strategies to make project operations more efficient and increase profitability
• Provide consulting services to the client and prepare commercial proposals
• Develop tactics and action plans to optimize the execution of operations in projects
• Increasing gross margin and EBITDA
• Develop, introduce and launch SITEL Mexico products and/or services
• Present alternatives for growth and consolidation of products to clients to achieve objectives
• Analyze reports and implement strategies to monitor and achieve objectives
• Achieving 98% of projected revenues and 95% of EBITDA

Regional Operations Manager

• Implement a Business Center in Houston, Texas to provide customer service to users from Central America, the Caribbean, Ecuador and Venezuela for a client in the Technology sector
• Create an interdisciplinary and multicultural team to manage B2C and B2B interactions
• Achieving 20% ​​growth in sales through the segmentation of work teams according to the different verticals of the client
• This role involved comprehensive customer experience management, including monitoring service quality, resolving issues, and implementing strategies to improve customer satisfaction.

Sitel Corporation / August 2000 to January 2003

Regional Operations Manager

• Implement an approved business model for a client in the Technology sector in three countries: Brazil, Colombia and Chile
• Participate in the opening of a new site in Sao Paulo, Brazil with 80 jobs
• Coordinate the hiring and training efforts of more than 150 people
• With a focus on developing customer service, effective communication and problem-solving skills