PROFESSIONAL EXPERIENCE

Owned the strategy, framework, and quality for all service delivery operations for 2 BPO clients (MGI Communications – USA & HFM21 SA de CV – Mexico). Served as the primary point of contact for all contracts; routinely presented insights, data, and deliverables to executive stakeholders. Navigated evolving priorities while driving the overall performance of call center operations. Championed growth through seamless technology implementations and CCaaS campaigns; delivered engaging training at the Supervisor and Agent level. Evaluated feedback and implemented changes to improve client satisfaction and drive continuous improvement.

Highlights

• Ensured Level 1 compliance with rigorous PCI DSS standards; created PCI security courses for onboarding and training.

• Monitored, collected, and analyzed call center statistics and metrics to deliver a best-in-class customer experience (CX).

• Established and implemented policies and procedures to ensure efficient call center operations.

• Developed strategies to maintain high levels of employee morale and promote a positive work environment.

• Optimized recruiting efforts through data analysis, leading to refined advertising and marketing strategies that significantly increased overall candidate quality and recruitment efficiency.

Directly responsible for the overall service planning, execution, and performance for all clients. Served as a trusted advisor and strategic consultant to executive clients. Conducted deep-dive analysis and discovery sessions to understand company processes, priorities, and goals. Managed forecasts and budgets, meeting financial, revenue, and KPI targets. Oversaw quality control and compliance with industry standards and regulations. Monitored project progress, managed risks, and implemented corrective actions to resolve issues quickly.

Highlights

• Analyzed campaign KPIs and generated reports to measure success and identify areas for improvement. 

• Developed and executed project plans for CCaaS implementation, including timelines, deliverables, and resource allocation.

• Designed, configured, and managed CCaaS systems, ensuring consistency and scalability across multiple locations.

Assessed internal and external training needs of multinational call center employees. Designed, conducted, and implemented company onboarding for new employees. Gained expert knowledge in the deregulated Energy and Telecom B2C/B2B industries. Created campaign-specific training decks for multiple client projects. Monitored and evaluated training outcomes based on KPI analytics and goals. 

Highlights

• Created "train the trainer" materials for continued ongoing support. 

• Conducted multinational training for call centers in the US and Mexico.

• Implemented real-time revisions and updates to industry changes in real-time.