Darwin Aguilar O.
Country Manager with 10+ years in BPO and operations leadership
- Managed client engagements and delivered tailored business solutions at ALPHA BPO Corp.
- Led recruitment, training, and team development processes, optimizing operational performance.
- Supervised quality assurance and comprehensive back-office operations, ensuring compliance and client satisfaction.
Team Leadership
Avanzado
Led and managed teams across multiple roles, focusing on performance, development, and operational excellence.
Operations Management
Avanzado
Oversaw end-to-end operational processes including logistics, back-office functions, and service quality.
Client Engagement
Intermedio
Built and maintained client relationships, ensuring high satisfaction through tailored solutions.
Quality Assurance
Avanzado
Monitored and improved service quality, ensuring compliance with standards and customer satisfaction.
Project Management
Intermedio
Managed projects in recruitment, training, and process improvement aligned with organizational goals.
Dec 2020 - current
Country Manager
ALPHA BPO Corp
Spearhead client engagements, focusing on delivering tailored business solutions., Ensure high-quality deliverables and foster a culture of continuous improvement among team members., Prioritize customer service and operational excellence to enhance client satisfaction.
Feb 2019 - Dec 2020
Operations Supervisor
ALPHA BPO CORP
Lead and manage end-to-end recruitment and training processes to build high-performing teams., Develop and execute strategic plans aligned with organizational goals and performance metrics., Ensure compliance with internal policies and external regulations across all operational areas., Oversee...
Feb 2017 - Apr 2019
Quality Control Specialist
Otte Polo Group
Quality assurance monitoring of service calls., Action Planning, Training, Collect detailed and accurate information from caller and follow proper channels to deliver messages.
Jun 2017 - Jan 2018
Market Research Associate
Addison Research Nicaragua
Data collection (Samples Building)., Screen and recruit individuals to participate in market studies., Training and Development of recruiters.
May 2012 - Jan 2017
Call Center Team Lead
Sitel
Led, motivated, and monitored sales and retention teams to consistently meet performance targets., Developed and executed action plans to improve outcomes among underperforming team members., Conducted quality assurance monitoring to align service delivery with sales and retention goals., Managed...
UNICA
Social Sciences
Completed Jan 2018
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