Jun 2019 – May 2021 · 1 yr 11 mos · Nuevo León, Mexico

• Lead the strategic management of key global accounts, driving business growth and enhancing customer satisfaction across multiple markets.
• Develop and implement tailored account strategies that align with client needs, ensuring high-quality service delivery and seamless project execution. Example, taking over an in-house center in Amsterdam for one of our clients and implemented cost-efficient solutions in Morocco, Romania, and Poland that maintained the same level of excellence for our client at a fraction of the cost.
• Collaborate with cross-functional teams to optimize account performance and deliver innovative solutions that exceed client expectations.
• Build and maintain strong relationships with stakeholders, providing insights and guidance to navigate the evolving customer experience landscape.
• Utilize data-driven analysis to identify growth opportunities and drive initiatives that align with clients' strategic objectives.

Sep 2011 – May 2019 · 7 yrs 8 mos · Nuevo León, Mexico

• Oversaw daily operations and managed multiple teams to ensure efficient service delivery and optimal performance across various client accounts.
• Developed and implemented operational strategies that improved productivity and reduced costs, contributing to overall business growth.
• Collaborated with cross-functional departments to enhance process efficiencies and foster a customer-centric culture within the organization.
• Analyzed key performance metrics to identify areas for improvement, driving initiatives that elevated service quality and client satisfaction.
• Mentored and trained team leaders, promoting professional development and cultivating high-performing teams aligned with organizational goals.

Jun 2008 – Aug 2011 · 3 yrs 2 mos · Nuevo León, Mexico

• Led operations within a multitiered support framework, ensuring efficient service delivery and optimal performance across various client accounts.
• Developed and implemented operational strategies that enhanced productivity and streamlined processes, contributing to overall business growth.
• Collaborated with cross-functional teams to improve service quality and foster a customer-centric culture, effectively managing escalations and resolution pathways.
• Analyzed key performance metrics to identify improvement opportunities, driving initiatives that elevated client satisfaction and support efficiency.
• Mentored and trained team leaders across multiple support tiers, promoting professional development and cultivating high-performing teams aligned with organizational objectives.

Jan 2005 – Jan 2006 · 1 yr · On-site

• Supported the establishment of a new call center by providing analysis and insights throughout the project lifecycle.
• Conducted feasibility studies to assist in selecting optimal site locations based on demographics and labor availability.
• Assisted in budget development and management, contributing to financial sustainability and profitability assessments.
• Collaborated with the recruitment team to help identify and onboard staff, ensuring alignment with operational needs.
• Worked with IT to gather requirements for technology implementation, supporting the setup of necessary systems and tools.
• Aided in designing and documenting processes and workflows, contributing to quality assurance measures for service delivery.
• Liaised with stakeholders to provide updates and gather feedback, fostering relationships with local authorities and vendors.

Jan 2004 – Jan 2005 · 1 yr · On-site

• Led daily operations and managed multiple teams to ensure efficient service delivery and optimal performance for diverse client accounts.
• Developed and executed operational strategies that enhanced productivity and reduced costs, driving overall business growth.
• Collaborated with cross-functional departments to improve process efficiencies and promote a customer-centric culture throughout the organization.
• Analyzed key performance metrics to pinpoint areas for improvement, initiating projects that elevated service quality and client satisfaction.
• Mentored and trained team leaders, fostering professional development and building high-performing teams aligned with organizational objectives.

Jan 2002 – Jan 2004 · 2 yrs · On-site

• Led the development and implementation of training programs for a new call center site, ensuring staff were equipped with the necessary skills and knowledge to deliver exceptional service.
• Established quality assurance protocols to monitor performance, ensuring adherence to client standards and enhancing overall service delivery.
• Collaborated with cross-functional teams to create a comprehensive onboarding process, facilitating a smooth transition for new hires.
• Analyzed training effectiveness through performance metrics and feedback, driving continuous improvements in training content and delivery methods.
• Conducted regular audits and evaluations of team performance, providing actionable insights and recommendations to enhance quality and efficiency.
• Fostered a culture of excellence and continuous learning, mentoring team members and promoting professional development initiatives.

Jan 2001 – Jan 2002 · 1 yr · On-site

• Developed and delivered comprehensive training programs for new hires, focusing on product knowledge, customer service skills, and operational procedures.
• Facilitated engaging training sessions using various instructional methods to accommodate diverse learning styles and enhance retention.
• Collaborated with management to identify training needs and tailor content to address specific performance gaps within teams.
• Evaluated training effectiveness through assessments and feedback, continuously refining programs to improve outcomes and employee performance.
• Provided ongoing support and coaching to team members, fostering a positive learning environment and promoting professional growth.
• Assisted in the onboarding process, ensuring new employees were integrated smoothly into the organization and understood company values and expectations.