Ernesto Torres Email and Phone Number

• Ensure the timely and successful delivery of solutions according to client needs and objectives.• Build and maintain strong, long-lasting client relationships• Serve as the lead point of Contact for all customer account management matters.• Manage operation of +100 employees• Clearly communicate the progress for monthly/quarterly initiatives.• Forecast and track key account KPI’s• Coordinate operational support areas (WFM, Trainning, Quality)

• Ensure healthy KPI performance based on strategic action plans• Attend escalations and customer deliverables within required SLA's.• Operational management of +150 agents and 8 Team Leaders.• Ensure the execution of quality standards and company policies• Generate progress reports for senior leaders within the organization• Develop team members management and leadership skills