San José, San Jose, Costa Rica
Gonzalo Solis is a passionate results-driven leader that helps teams to embrace change. With more than 20 years of experience in several different roles such as Training Development, Sales and Service Operations; He is a natural disruptor that will question the status quo and has a proven track record in forming and managing high performance teams. As an Senior Director of Operations he has adopted the power of new technologies, automations and AI as opportunities for company growth and for associates to develop new skills without the fear of change.
Leads 650+ team members in Lead to Contract, Contract to Order, Client Training, and Post-Sales Support across B2B and consumer segments in North America, Latin America, and Australia. Oversaw a $25 million annual budget, generating $55 million in revenue through targeted Sales & Marketing campaigns. Reduced Canadian client onboarding time by 50% with process enhancements and automations. Implemented 50+ bots and automations, realizing $3 million in cost savings. Consolidated Latin American client support, optimizing training, quality, and scheduling, leading to higher efficiency. Managed US consumer support center, overseeing 1.2 million calls per year with CSAT scores of 93%+, achieving $5 million annual labor arbitrage savings. Launched StepUp program, creating career pathways for associates. Pioneered the implementation of Citizen Developer program in the operation areas, enabling 55 graduates in its first year to build automation skills.
Led sales operations for Central America and the Caribbean, managing a $7 million book of business. Exceeded sales targets, achieving 106% of quota with a team of five.
Successfully launched a telecom operations center in Costa Rica, under budget and one month ahead of schedule, saving $50,000. Grew operations from 30 to 125 employees, achieving 10% higher productivity and 3% fewer errors than US counterparts, contributing $300,000 in additional earnings.