Have you ever heard of Murphy’s Law?Well, that’s me. If something can go wrong in a customer service interaction, it usually does—but that’s exactly what drove me to build a career in customer operations.For over 20 years, I’ve dedicated my professional life to making customer experiences better, every single day. I’ve led and scaled global teams—both in-house and outsourced—in various customer-focused functions, including Customer Service, Customer Support, Customer Success, Customer Retention, Account Management, Customer Experience, High-Value Accounts, Sales Support, Sales, Quality Assurance, Training, Risk Management, Anti-Fraud Operations, and more.What I truly enjoy is the opportunity to coach and help people reach their full potential, and I do my best work managing globally distributed BPO vendors. I appreciate the cultural diversity and the chance to learn and collaborate with people around the world. I am fluent in English and Spanish, and currently expanding my linguistic skills in Portuguese and Tagalog.My industry experience spans Travel & Hospitality, Retail, Telecommunications, SaaS, and Utilities. Having held leadership roles at global organizations such as Amazon and Expedia Group, I’ve mastered the art of managing extensive outsourced vendor networks, overseeing millions of customer interactions annually in multiple languages.I’ve directly managed teams with up to 10 direct reports and 350 indirect reports across three management levels, including senior managers and frontline managers.I am eager to bring my wealth of experience and passion for operational excellence to a new challenge. Whether it’s transforming customer service paradigms, leading vendor management initiatives, or driving customer experience strategies, I am ready to make a significant impact on your organization.Let’s connect!