Professional Overview

Strategic and passionate service delivery professional with over 15 years of experience in the BPO and services industry. Having advanced from an entry-level agent to senior leadership roles, I bring deep expertise in customer experience management, quality assurance, and program recovery. My background includes managing high-volume teams, executing turnaround strategies, and driving KPI excellence across diverse operations in Latin America and Asia. Known for loyalty, resilience, and results-driven leadership, I am committed to fostering growth—for both teams and the organization.

Core Skills & Expertise

Customer Experience & Quality Management
Team Leadership & Development
Program Performance Optimization
KPI Strategy & Execution
Process Improvement & Root Cause Analysis
Remote Operations & Global Team Coordination
Stakeholder & Client Relationship Management
Problem Solving & Change Management
Coaching, Mentoring & Employee Engagement
Data Analysis & Service Delivery Metrics

Tools & Technology

CRM & Workforce Management Systems
Microsoft Office & Google Workspace
Remote Collaboration Platforms (Zoom, Slack, Teams)
Quality Monitoring & Reporting Tools

Why Choose Me?

With a proven track record of leading underperforming teams to success, I bring not only operational experience but also a deep sense of ownership and commitment to every role. I measure success by the growth of my team and the sustainable achievement of KPIs. My passion for service excellence, combined with international experience and a calm, solutions-oriented approach, makes me a valuable asset for companies seeking reliable, strategic leadership. I’m looking for a stable, growth-oriented opportunity where I can continue to lead, mentor, and deliver lasting results.