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Carlos
Business Director with 10+ years in consulting and operations
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Competencies
Provided expertise on foreign investment, market research, and strategic partnerships.
Supervised operational teams, KPIs, and performance calibration in telecom and BPO services.
Handled client onboarding, account management, and maintained key client relationships across regions.
Led multidisciplinary teams, coaching staff and managing cultural engagement initiatives.
Supported launch of new accounts and campaigns, overseeing project execution and performance.
Education
Languages
Summary
Experienced in cost efficiency, management, and performance optimization with proven leadership in VPO operations and stakeholder relations across multiple regions.
Key Achievements
- Managed BPO services and strategic partnerships for diverse clients in multiple industries.
- Led operational growth, KPI improvement, and offshore migration initiatives in telecommunications.
- Retained over $18 million in business revenue as US Consumer Sales Manager at Stream Global Services.
Experience
Business Director
Provides business consulting on foreign investment (BPO & B2B)., Oversees strategic partnerships and market research for client competitiveness.
Account Manager
Managed BPO services for North American clients from El Salvador., Led client onboarding, outsourcing strategy, and operational setup., Delivered services in voice, back-office, and knowledge process outsourcing., Represented over 7 foreign companies locally with a strong focus on cost-efficiency.
Senior Operations Manager – Koodo Mobile
Oversaw operational growth and client KPIs., Led performance calibration in Canada and supported offshore migration to El Salvador., Implemented action plans to improve metrics (FCR, QA, AHT)., Launched new accounts and campaigns with effective coaching strategies.
DCG US Consumer Sales Manager
Managed US, LATAM, and Brazil sales queues., Handled $18M+ annual business retention for Dell Consumer Sales., Drove continuous improvement in sales performance, cost savings, and talent retention.
Sales Support Manager
Led a 25+-member team focused on sales and customer support., Ensured alignment between LATAM and US teams on products and procedures., Delivered coaching, tracked performance, and led cultural engagement initiatives.