Experienced in cost efficiency, management, and performance optimization with proven leadership in VPO operations and stakeholder relations across multiple regions.
Provided expertise on foreign investment, market research, and strategic partnerships.
Supervised operational teams, KPIs, and performance calibration in telecom and BPO services.
Handled client onboarding, account management, and maintained key client relationships across regions.
Led multidisciplinary teams, coaching staff and managing cultural engagement initiatives.
Personal Entrepreneur
Provides business consulting on foreign investment (BPO & B2B)., Oversees strategic partnerships and market research for client competitiveness.
Exacto Communications
Managed BPO services for North American clients from El Salvador., Led client onboarding, outsourcing strategy, and operational setup., Delivered services in voice, back-office, and knowledge process outsourcing., Represented over 7 foreign companies locally with a strong focus on cost-efficiency.
Telus International
Oversaw operational growth and client KPIs., Led performance calibration in Canada and supported offshore migration to El Salvador., Implemented action plans to improve metrics (FCR, QA, AHT)., Launched new accounts and campaigns with effective coaching strategies.
Stream Global Services
Managed US, LATAM, and Brazil sales queues., Handled $18M+ annual business retention for Dell Consumer Sales., Drove continuous improvement in sales performance, cost savings, and talent retention.
Law Degree
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Supported launch of new accounts and campaigns, overseeing project execution and performance.
Dell El Salvador S.A. de C.V.
Led a 25+-member team focused on sales and customer support., Ensured alignment between LATAM and US teams on products and procedures., Delivered coaching, tracked performance, and led cultural engagement initiatives.
