Proven track record managing client engagement, operational excellence, and team development within the BPO industry.
Led and managed teams across multiple roles, focusing on performance, development, and operational excellence.
Oversaw end-to-end operational processes including logistics, back-office functions, and service quality.
Built and maintained client relationships, ensuring high satisfaction through tailored solutions.
Monitored and improved service quality, ensuring compliance with standards and customer satisfaction.
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.
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...
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.
Addison Research Nicaragua
Data collection (Samples Building)., Screen and recruit individuals to participate in market studies., Training and Development of recruiters.
Social Sciences
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Managed projects in recruitment, training, and process improvement aligned with organizational goals.
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...
