About The KMA Marketing Brand

* Directed 90+ multinational remote team members across 3 onsite and nearshore locations, fostering operational excellence.

* Outperformed Expense Ratio targets on an “Upgrade/Add-on” campaign, driving a 2% increase in the company's hourly rate.

* Expanded monthly billable budget from 3k to 12k hours over 8 months, leading to an additional reactive (retention) campaign.

* Ignited operational efficiency by 30% while reducing IT support costs as head of a cloud-based digital transformation initiative.

* Pioneered the launch of a new call center in a strategic LatAm location, rapidly scaling operations to 50+ agents. Achieved a robust monthly revenue stream exceeding $130k (projected 50% growth by the end of 2025).

* Improved first-day show rate for new hires by 71% and reduced attrition by 70% by collaborating with cross-functional teams to develop an innovative 6-week onboarding process for a SaaS client.

* Technology Advisor for Telarus (a Technology Services Distributor that holds contracts with the world's leading cloud voice, contact center, cybersecurity, mobility, and IoT providers.)

I'm a fearless, competitive, and energetic senior leader known for bridging gaps and fostering operational excellence.

I deliver results on top strategic priorities, helping set the strategy and narrative, and heading the planning, execution, and performance management. Proven leadership and interpersonal skills to build trusting relationships at all levels. A resilient, transformative leader who knows how to motivate and incentivize top-performing teams through data-driven decision making, meticulous organization, and cutting-edge technology.

Known for streamlining processes, implementing time and cost-saving technology, and improving operational effectiveness across the organization.

• Training 
• Mentorship 
• Presentations 
• Data Analysis 
• Team Building
• Strategic Planning 
• Business Strategy
• Business Planning
• Service Operations 
• Change Management
• Project Management 
• Management Consulting
• Program Management 
• Employee Engagement 
• Process Improvement
• Stakeholder Management
• Client Relationship Building
• Cross-functional Team Leadership 
• Call Center Operations Management 
• Customer Relationship Management (crm

TECHNICAL SKILLS

HARDWARE

Network Switches (Managed, Unmanaged, Smart), VoIP, Routers, Modems, Servers, Uninterruptible Power Supplies, Firewalls, Network Cables and Connectors, Call Recording Systems

 COMMUNICATION

Zoom, Slack, MS Teams, Grasshopper, Pumble, Vonage

PRODUCTIVITY

Power BI, Office 365, Google Suite, Ring Central, Jira, Foxit, Azure

BILLING SYSTEMS

IDA, O2, C3 Certified

CUSTOMER CONTACT SOLUTIONS

Five9, Gravis Apps, Genesys, VICIdial, LiveVox, Noble, AirCall, Salesforce, Pipedrive 

SECURE REMOTE ACCESS

AnyDesk, Team Viewer, Collaboration.ai, VMWare Horizon, HiveIO, RSA Secure ID