• Directed an Operations team of customer service and product reviewers throughout North America, in the social media and gaming industries

• Collaborated with cross-functional teams to develop and implement upsell and cross-sell SaaS strategies, resulting in a 30% increase in output quality and CSAT

• Develop and implement operational strategies to improve quality, productivity, and efficiency, resulting in a 30% reduction in handle time and 30% increase in customer satisfaction scores within the first year of leadership

• Manage client relationships and negotiate contracts to ensure delivery of high-quality services at competitive prices, achieving cost savings

• Successfully achieved annual revenue, consistently delivering high-performance results and contributing to the company's financial success

• Lead planning and execution for multiple small to large-scale Vendor Change Management projects, supporting product and operations partners

• Assist in deploying Gen AI-related initiatives, leveraging AI to improve operational effectiveness and efficiency

• Developed and refined client-specific strategies and account plans, including sales targets, forecasting, relationship mapping, and whitespace opportunities

• Implemented a company-wide migration to G Suite, resulting in increased productivity and collaboration among team members

• Collaborated with cross-functional teams to develop and execute commercial strategies, including pricing, product development, and sales enablement

• Identified, articulated, and synthesized client needs to close complex and comprehensive outsourcing engagements

• Built and maintained strong relationships with key stakeholders, resulting in a 90% client retention rate

• Developed and executed a strategic plan that drove a 6% increase in revenue growth within 6 months

• Contact Center operation management, leading 300+ headcount in LATAM

• Present weekly performance indicators and drivers per region to client

• Work with partners and internal stakeholders on launching new service channels and languages.

• Evaluate performance, identify and present improvement opportunities to stakeholders, follow up on execution , and share impact/s on performance indicators.

• Securing needed capacity per language and service channel along with best utilization.

• Analyzed performance metrics and identified areas for improvement, implementing process changes that resulted in a 40% reduction in customer wait times and a 15% increase in first call resolution rates.

• Coordinates with internal stakeholder to develop and launch new products and services, ensuring seamless integration into existing operations and minimal disruption to customer experience

• Create staff development and growth plans to foster a culture of career path within the company

• Experience with gaming accounts, e-commerce, tech and health accounts