Lead and optimize end-to-end operations to drive organizational efficiency and deliver exceptional value to clients. With a focus on strategic growth, process optimization, and service excellence, I manage large-scale operations, ensuring seamless service delivery while maintaining a strong focus on client satisfaction and operational KPIs.Core Areas of Expertise: • Operational Leadership: Oversee day-to-day BPO operations, ensuring alignment with organizational goals and client expectations. Lead cross-functional teams to deliver high-quality results, on time and within budget. • Strategic Planning & Execution: Develop and implement operational strategies that enhance performance, streamline processes, and improve customer experience across multiple accounts and client portfolios. • Performance Optimization: Monitor and analyze key performance indicators (KPIs), setting benchmarks to drive continuous improvement and exceed service level agreements (SLAs). Use data-driven insights to make informed decisions and ensure operational excellence. • Client Relationship Management: Build and maintain strong client relationships, ensuring effective communication, proactive issue resolution, and the achievement of all contractual obligations and service requirements. • Team Leadership & Development: Lead, mentor, and develop high-performing teams, fostering a culture of collaboration, accountability, and continuous learning. Drive employee engagement and retention by promoting professional development and a positive workplace environment. • Cross-Functional Collaboration: Work closely with internal teams (Sales, IT, HR, Finance) to align operational objectives with business goals and ensure smooth execution of client solutions.

As Senior Manager of Operations I am responsible for the administration and management of multiple functions, and the management of overall business operations. Overseeing the call center operations of various businesses. Responsible for achieving SG&A cost targets and reducing cost per call. Manage day-to-day operations of various staff levels and different functions, departments, in one or more business units. Including day-to-day operations, internal and external leadership of the organization, accounting and financial (e.g. budgeting and forecasting) and non-financial results (e.g. employee engagement). Overseeing project management and program execution.Management of operations for +300 advocates and leaders of ops.

Leading AT&T Line of business servicing Integrated Solution Model, covering several services on a Customer Experience Based structure and Cross Sales. Program of +250 FTEs on transaction bill Model. Top Ranking Site across all Vendors and Countries, A Site positioned by high developed Leaders.

Overseeing two accounts in the Nearshore Region, Outbound Telemarketing Sales, demanding conversion Rate of Hard Sales. In charge of maintaining excellent Client relationship and managing The Account’s Finances.

Responsible for designing and developing of commercial and operational strategies to ensure compliance with budget. Guaranteeing high levels of efficiency and productivity linked to the establishment of KPIs (commercial / operational).