• 11 years contact center experience, including customer service representative, operations supervisor, quality assurance coordinator, operations manager and account manager• World class client and employee satisfaction approach. Achieved the highest employee satisfaction of the site within a logistics line of business in Teleperfomance• Implemented the first virtual floor for Work At Home agents during the pandemics, which was awarded as the best virtual floor in the region in 2020 • Wide experience in KPIs and efficiency strategies, operational process oriented• Comprehension of service level agreements, P4P and other contractual indicators in order to deliver and exceed results, as well as financial indicators• Experience in several contact center verticals, such as logistics, paid TV, healthcare, car rentals, among others • Active participation in client-vendor meetings such as WBR, MBR, QBR and YBR• Excellence award winner in Teleperformance within quality department (2013) and Operations Manager (2019)• Highly proficient in oral and written communication with toast masters certification.