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Work Background
T-MobileBusiness Analysis Manager
Aug. 2025• Led CX and contact center analysis using SQL, Snowflake, and Power BI, analyzing CSAT, CES, FCR, and contact drivers across end-to-end journeys.
• Drove digital self-service and call deflection initiatives, reducing assisted contact volume by an estimated 12–18% across top call drivers.
• Translated CX insights into service strategies that delivered CSAT and FCR improvements while lowering cost-to-serve.
• Partnered with Care, Digital, and Experience Design teams to redesign self-service journeys, increasing digital resolution rates by ~20%.
• Delivered executive dashboards and performance insights supporting VP- and Director-level decision-making.
OneTouch DirectAssistant Site Director
May. 2025 - Aug. 2025Tampa, Florida, United States• Lead daily operations and provide strategic direction for a high-performing call center team of up to 300 employees. Reports directly to the Site Director and accountable for driving performance across key KPIs, maintaining client alignment, and cultivating a culture of engagement, accountability, and results. • Oversee staffing, scheduling, and workflow optimization in a fast-paced sales environment that supports both voice and chat interactions for client T-Mobile. • Ensure teams consistently deliver outstanding customer experiences while meeting aggressive sales and quality goals. • Manage cross-functional communication, support team development through targeted coaching and performance planning, and ensure consistent execution of company best practices. Continuously identify and drive improvements in quality, productivity, and overall program performance. • Serve as a key point of contact for client communications, program enhancements, and leadership updates, with a strong focus on operational excellence and development of future site-level leadership.
Rocket Pest ControlCustomer Service Sr Manager
Oct. 2023 - Apr. 2025Tampa, Florida, United States▫ Led the successful implementation and expansion of the Contact Center, growing it from a small team of 2 to over 60 CSRs across 3 locations, ensuring seamless scalability and efficiency. ▫ Streamlined and centralized all customer-facing communication channels, including voice, chat, email, and social media, enhancing customer experience and consistency. ▫ Developed and mentored a high-performing leadership team encompassing Workforce Management (WFM), training, process documentation, and quality assurance, fostering a culture of continuous improvement. ▫ Achieved and maintained service levels exceeding 85% through strategic staffing and resource management, significantly improving customer satisfaction and operational efficiency.
AmazonSr Program Manager, Customer Experience
Aug. 2022 - Oct. 2023Seattle, Washington, United StatesCustomer Service – Defect Elimination and Process Improvement ▫ Identify defects along the customer’s buying experience and bring proposed solutions to stakeholders to elevate the level of satisfaction and reduce both the amount of concessions (credits) and the volume of contacts into the Care organization ▫ Support the implementation of a new CRM platform. Identification of system limitation and glitches that prevent the frontline agents to provide an excellent experience to their clients ▫ Cross-teams partnerships to reduce the After-Call-Work (ACW) time in more than 100 call centers around the globe
T-MobileSr Manager, Customer Experience Quality
Jan. 2020 - Aug. 2022Tampa, Florida, United States▫ Lead and support a team of nine Analysts and Sr Analysts to drive improvements in the Customer Experience across the Care Organization ▫ Support 17 Internal and 14 Global Care Team of Experts Customer Experience Centers (CEC) on behavioral qualification, consultation, and education that fuel performance, improve the customer experience, and eliminate pain points ▫ Implementation of a centralized source of tool and resources in SharePoint, designed for the Frontline leaders to use as educational material (live immersion sessions, webisodes, huddle content, studies, insights, and analysis) ▫ Liaison between the Quality Team and the Global Care Organization. Continuous support to their leadership Team by acting as a consultant on all matters pertaining to the experience of T-Mobile customers
T-MobileSr Program Manager, Customer Experience Quality
Jun. 2018 - Jan. 2020Tampa, Florida, United States▫ Drive customer experience continuous improvement for the Spanish Team of Experts Teams in Guatemala and Bogota, though the internal quality program 2.0 and the external customer satisfaction UP surveys ▫ Identify impacting call behaviors and make proper recommendations to the Operations Team by call listening sessions (calibrations), job aids, tracking tools, reporting, and the implementation of a Spanish calls library ▫ Ensure alignment across quality teams in each site by performing audits on quality observations, creation and delivery of training sessions on identified areas of opportunities Growth and Development Impacts Increase in Customer Satisfaction: from 74.15 (Aug-18) to 78.17 (Jan-19 MTD) in Net Promoter Scores, and from 9.26 (Aug-18) to 9.34 (Jan-19 MTD) in Satisfaction with the Expert Increase in Resolution levels: from 64.93% (Aug-18) to 67.34 (Jan-19 MTD) in 7D FCR
T-MobileSr Program Manager, Frontline Experience
Sep. 2016 - Jun. 2018Orlando, Florida Area▫ Deep analysis of emerging and/or trending topics from Customers’ Escalations to the Executive Team ▫ Constant partnership with Marketing and M&P to fix both customers and CSRs pain points by driving changes to processes, policies, and systems ▫ Ensure alignment across quality teams by performing audits on quality observations, creation and delivery of training sessions on identified areas of opportunities Growth and Development Impacts Reduction on the volume of quality score disputes, from 6% to less than 1% Reduction on “Promotions” Executive escalations from 27% to 9% in one year Over 400 changes/updates on policies, procedures, and systems
T-MobileSr Analyst, Voice of the Customer
Jul. 2014 - Aug. 2016Orlando, Florida AreaCustomer Service Management ▫ Take charge of gathering, assessing, and reporting data for the Voice of the Customer program (VOC) and the internal call resolution (iOCR) ▫ Utilize customer sentiments and verbatim from customer surveys to identify areas of opportunities (text analytics), and work closely with the entire organization to advance the overall customer experience and minimize pain points ▫ Increase customer satisfaction level by managing and aligning the internal quality programs to the customer needs gathered from direct feedback ▫ Regain J.D. Power award for Customer Service in the wireless industry by being the customer advocate throughout the organization, focusing in resolution
T-MobileSr Analyst, Customer Retention
Jul. 2011 - Jun. 2014Boca RatonCustomer Service and Relations ▫ Facilitated business analyses and presented reports to internal and external customers ▫ Collaborated with the management and internal team members for the timely delivery and processing of data feeds, successful job execution, and issue escalation ▫ Displayed exceptional customer service, professionalism, and confidentiality in all transactions General Management ▫ Drove $20 million expense reduction per month, by creating credits and adjustments reports and awareness throughout incorporating C&A as KPI for the Retention team ▫ Provided expert assistance in implementing strategic recommendations for production, quality, maintenance, and overall performance improvement ▫ Effectively monitored and maintained KPIs, visual performance, and actions teams programs ▫ Displayed strong expertise in managing data flow from various departments into the reporting tools
T-MobileBusiness Analyst, Customer Experience Contact Center
Mar. 2008 - Jun. 2011Fort LauderdaleData Analysis and Record Management ▫ Analyzed project roll out for trend identification in monitoring and formatting issues ▫ Reviewed and identified trends for the call center by compiling data and feedback ▫ Expertly utilized implementation mailbox in fulfilling role as primary point of escalation in the floor ▫ Thoroughly evaluated and audited intranet tool pages to identify process gaps ▫ Enabled proper understanding and provided support with any impact to customers by assessing sites preparedness Administrative Support ▫ Facilitated training classes to coordinate with new employees the value and tasks of the Call Center Business Process Team as well as to assist every representative with policy and procedure changes ▫ Provided guidance to business support manager in testing proposed changes for the call center floor ▫ Conducted survey floor and team meetings to evaluate impacts of policy and process change plans ▫ Functioned as subject matter expert (SME) at appointed call center site ▫ Functioned as point of contact for M&P, Learning and Development, Communications, Work Force, and Quality ▫ Organized call center partnering and side-by-sides to implement action plans to support process improvements
T-MobileCustomer Service Trainer
Aug. 2007 - Mar. 2008Ft LauderdaleStaff Development and Trainings ▫ Utilized provided curriculum in conducting new hire training as well as rendering performance feedback to class participants in the classroom ▫ Implemented CSR development plans specifically to provide world-class results ▫ Directed continuous education classes on new products, services, customer service skills, and market launches to current CSRs Administrative Management ▫ Established strategic partnerships with floor operations and instructional design partners ▫ Closely collaborated with various departments on resource planning, human resources, quality, and the help desk ▫ Proactively presented at Train The Trainer (T3) sessions ▫ Played the key role in companywide projects and assignments such as working on curriculum updates and revisions and traveling to support with new center launches ▫ Successfully accomplished administrative functions, such as approving timesheets, addressing disciplinary issues, and ordering and monitoring employee phones ▫ Effectively collaborated with the HR Department in initiating corrective action
T-MobileWorkforce Management Specialist
May. 2005 - Aug. 2007Ft LauderdaleProcess Development ▫ Built up internal web site for resource planning “RP Web Link” Data Entry and Record Management ▫ Held responsibility in creating and modifying trial schedules, arranging official schedules, and coordinating general realignment process ▫ Carried out daily recap, CRT breakdown report, CRT by manager with bottom 20% report, shrinkage summary analysis, headcount analysis, login/logout, and bilingual OT contest ▫ Administered the vacation request form, permanent schedule trade form, bid trade request form and document, overtime request form, and RP confirmation email
AT&T MobilityBusiness Process Manager
Apr. 2004 - Apr. 2005San Juan (PR)
ConvergysVIP Accounts Specialist
Dec. 2002 - Apr. 2004Tamarac, FL
IndependentSoftware Instructor
Jan. 2001 - Dec. 2002Fort Lauderdale
Baxter International Inc.Raw Materials Purchaser
Jan. 2000 - Dec. 2000Cali, Colombia
Pontificia Universidad JaverianaSofware Documentation
Jan. 1998 - Dec. 1999
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