Customer Experience & Contact Center Excellence
Two decades of proven expertise transforming contact center operations, managing global BPO teams, and driving measurable improvements in customer satisfaction, operational efficiency, and business outcomes.
Core Competencies
Multi-Channel Support Operations
Expert management of phone, email, chat, and social media support channels with seamless integration and consistent customer experience across all touchpoints.
Workforce Management & Optimization
Strategic scheduling, capacity planning, and real-time adherence monitoring to maximize efficiency while maintaining service levels and agent satisfaction.
Process Improvement & Automation
Data-driven identification and elimination of inefficiencies, implementing automation solutions that reduce costs by up to 35% while improving service quality.
Quality Assurance & Monitoring
Comprehensive QA frameworks with call monitoring, scorecards, and feedback loops that drive continuous improvement and maintain 99%+ SLA compliance.
Training & Development Programs
Design and delivery of comprehensive training curricula, reducing new hire ramp time by 30% and building sustainable coaching frameworks for ongoing development.
Root Cause Analysis & Problem Solving
Systematic investigation of recurring issues using data analysis and process mapping to identify and eliminate root causes, reducing escalations by 45%.
Business Analysis & Metrics
Strategic KPI definition, performance dashboards, and data-driven decision making that aligns contact center operations with broader business objectives.
Team Leadership & Coaching
Proven ability to build, lead, and develop high-performing teams of 150+ across multiple time zones, fostering cultures of excellence and continuous improvement.
Global BPO Operations
Multi-site operations management across US, Philippines, India, and Chile, with expertise in vendor selection, contract negotiation, and cross-cultural team integration.
Proven Track Record of Results
How I Can Help Your Organization
Contact Center Strategy & Optimization
- Operational assessment and gap analysis
- Strategic roadmap development
- Technology stack evaluation and selection
- Performance metrics and KPI frameworks
BPO Partner Selection & Management
- Vendor evaluation and RFP management
- Contract negotiation and SLA definition
- Transition planning and execution
- Ongoing performance monitoring and governance
Process Improvement & Automation
- Process mapping and workflow optimization
- Automation opportunity identification
- AI and ML implementation for CX automation
- Change management and adoption strategies
Training & Quality Assurance Programs
- Comprehensive training curriculum design
- Quality monitoring frameworks and scorecards
- Coaching and mentorship program development
- Performance improvement plans and coaching
Industry Experience
Ready to Transform Your Contact Center Operations?
Whether you need strategic consulting, operational optimization, or hands-on leadership, let's discuss how two decades of proven expertise can drive measurable results for your organization.