With over twenty years of experience in leading operations and customer service teams in the outsourcing and e-commerce sectors, I am a results-oriented and data-driven professional with a passion for creating solutions that meet the needs and expectations of both clients and customers. As the Director de operaciones at e.tres, I am responsible for managing the end-to-end e-commerce sites of our clients, from product cataloging and pricing to sales reporting and analysis, as well as overseeing the contact center that handles multiple communication channels and customer journeys.I have successfully implemented CRM, created escalation and traceability processes, and monitored operational metrics to ensure quality and efficiency. I have also led the integration of the call center with the operations, redesigned the communication strategy, and applied intelligence in the routing of calls. Additionally, I have experience in negotiating contracts, building teams, and participating in tenders and proposals. I am always looking for new ways to leverage data and technology to optimize operations and enhance customer experience.