Ingrid R. Email & Phone Number

I am a senior leader in customer service with over 9 years of experience in the BPO/e-commerce industry, specializing in frontline operations and performance management for the past 7 years. I have successfully led customer service accounts across LATAM, Europe, and the US, managing teams of 5-7 leaders overseeing more than 180 employees.Throughout my career, I have been responsible for designing and executing high-level strategies to ensure accurate representation of frontline operations performance for NA and EU accounts. I have overseen operational delivery and team efficiency, driving country-level initiatives across global networks. My focus has always been on collaborating with stakeholders to review performance trends and take proactive measures to enhance service levels.Key achievements include expanding internship programs, centralizing performance metrics data, and implementing absenteeism management strategies, which resulted in significant improvements in operational efficiency. By redefining strategies with worldwide QA teams, I successfully enhanced end-customer satisfaction.My goal is to drive organizational transformation and operational excellence through the continuous implementation of strategic improvement initiatives. I am passionate about creating an engaging work environment aligned with company principles and supporting the development of future leaders.