Corona del Mar, California, United States
I am an accomplished call center and customer experience executive. My strength in executing global strategies has enhanced operational efficiency by refining systems, processes, and culture. I have created customer-centric cultures that improve satisfaction and drive loyalty. I have also been instrumental in implementing technology solutions that streamline operations and reduce costs. My passion for effective leadership and clear communication have led me to achieve outstanding outcomes. Over the years, I have gained industry experience in various sectors, including Financial Services, E-Commerce, Real Estate, Telecommunication, Restaurants, Retail, Hospitality, Automotive, Government, and Insurance. Skills: Call Centers * Customer Experience * Global Delivery * Change Management * Technology Integration * Performance Improvement * Operational Strategy * Budgeting and Forecasting * Program Implementation * Customer Success * Data Analytics * Workforce Management * Executive Management * Problem Solving * Leadership Development * Emotional Intelligence * Ethics * Accountability * Adaptability * Effective Communication * Employee Relations * Mentor * Innovative * Continuous Improvement * Bilingual in Spanish and English.
Integrated / Fractional Operations Executive focused on on the client Journey through Customer Experience and Customer Success initiatives with an average of a one-year engagement. • Launched multiple teams in the Philippines, Mexico, Colombia, and the USA. • Enhanced retention, profitability, and productivity with a 2x minimum target. • 3 Capital Raises, 1 Buyout, and 4 Turnarounds.
Transformational Senior Leader specializing in architecting operational excellence and driving business growth. Adept at integrating data analytics, technology, and strategic planning to build high-performing departments and systems from the ground up. • Launched two new accounts of 100+ agents, generating $5M annual revenue. • Engineered an automated recruitment framework to decrease time-to-hire by 42% and cut sourcing costs by 27%. • Pioneered a Strategy Department, integrating Quality and Data Analytics to drive a 23% improvement in performance KPIs. • Directed an IT infrastructure overhaul to elevate security, mitigate risk, and ensure industry compliance. • Spearheaded a website redesign focused on UX, boosting lead generation by 10x while automating the client onboarding process.
• Launched six new accounts. • Established an office in Medellin, Colombia. • Directed 21 accounts while achieving 15% cost savings. • Restructured the Miami office to streamline cross-departmental processes.
• Raised USD 2.7 Million to fund fix and flip projects. • Added teams to offer wholesaling, STR's, and Sub-To. • Adjusted rehab operations to improve turnaround by 20%
• Streamlined administrative processes, resulting in a 15% increase in productivity. • Nurtured strong client relationships, resulting in a 35% increase in client retention. • Facilitated a team development program resulting in a 25% decrease in turnover.