• Develop and implement the customer service and customer experience strategy to maximize customer acquisition, retention and profitability • Management of customer service, quality assurance and sales team• Created and implemented customer stratification and sales engagement program to nurture relationships• Worked with executive management teams to align customer service department policies and systems with the company's objectives • Developed and implements procedures pertinent to the effective and efficient operation of the sales and customer service department• Designs customer journey to improve the experience and achieve growth

• Oversaw overall operations including sales, customer service, marketing and maintenance• Created and established organizational standards for all locations • Led and motivated over 500 employees to peak performance levels

• Management of call center, sales teams and customer service. • Built and design CRM system adapted to service and sales process, indicating of opportunities and critical points • Business development – explores new service offerings and grow sales funnel

• Led the region and implement actions to become top in the country• Established a centralized customer strategy with "Choose your way" mechanism Initiated • Collaboration with community organizations resulting in enhanced client responsiveness and organization's strategic growth plans. • Met or exceeded performance targets for operation and growth

• Provided leadership to 6 laboratories managers and teams• Oversaw all aspect of operations and performance including quality control, finance, personnel and outcomes