Liliana Cortes-Suggs Email & Phone Number

CH Consulting Group is a nationwide network of customer experience experts and thought leaders in the contact center industry with hundreds of years of collective industry experience. CH Consulting Group's ROI-driven, interdisciplinary approach to business solutions provides us with a unique advantage over other consulting agencies. CHCG consultants bring a proven track record, the right tools, services, and processes to the table for both immediate value and long-term success. In addition, CHCG provides scalability, flexibility, and customization needed to be able to assist start-up organizations, as well as, multi-million-dollar corporations and everything in between.

Panama/ Tampa, Florida, United States

Co-founder and executive of management consulting company focused on opportunities that provide strategic innovation, process improvement, services for call center, digital marketing and technology business.

Panama / Tampa, Florida, United States

Responsible for overseeing and leading vendor management organization of 2 contact center for Copa Holdings, located in Panama City, Bogotá. Act as liaison between Copa and two call centers providers (320 agents), manages budget operation of $8M and sales revenue of $130M.

Panama City, Panamá, Panama

Responsible for building and maintaining existing and new client relationships, developing and implementing strategies to grow the current business. Coordinated all commercial proposals for new clients in Americas and Spain. Designed and developed strategies and goals to meet client expectations. Provided analysis of operational results in KPIs of efficiency, quality and satisfaction to ensure that client goals and expectations were met.

Panama

Responsible for successful and profitable operation of 9 clients including management of client expectations and goals, achieving operational, financial and human resources targets.

Bogota, Colombia

Serviced customers from Andean Region. Acted as liaison between Microsoft and all SITEL internal support departments; coordinated all phases of the program. Monitored program status daily to ensure client's internal goals and expectations were met. Managed programs in the areas of technical support, customer service, telesales, Corporate account, fulfillment, events & seminars confirmation.

Bogota, Colombia

Responsible for all call center operations including Technical support, Customer care, Presales, events and seminars. I Managed the operations with a CRM processes for clients and Microsoft partners.

Master'S Degree, Strategic Management

Bachelor Of Computer Science, Computers And Science