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Work Background
Sr. Global Advisor
Viral Media GrowthSr. Global Advisor
Aug. 2023Panama City, Panamá, Panama · HybridAdvise global strategic plans, investments, partnerships, and initiatives Provide insights and recommendations to capitalize on opportunities Share expertise and perspective to enhance international operations Facilitate relationships and collaborate with regional leadership Stay current on global trends, to inform strategic decision making and planning Present findings and make recommendations to senior executives Guide and mentor staff and teams on executing global strategy initiatives
Regional Director-Customer Development LATAM/Caribbean
C2PerformRegional Director-Customer Development LATAM/Caribbean
Nov. 2021United States · HybridWe help clients improve performance and retain their employees.
Managing Partner
Commercial Services & SolutionsManaging Partner
Dec. 2019Panama City, Panamá, Panama · HybridCommercial Sales/Lead Generation Software Development & Technology Consultant Outsourcing Talent & Acquisition BPO Sourcing Support Feasibility Study/Cost Benefit Analysis Vendor Management/Account Management Commercial Representation Performance Management & Process Improvement
Operations Manager
iQorOperations Manager
Nov. 2017 - Nov. 2019PanamaLeadership of 47 agents & 2 team support members Care & Collections campaigns Payroll/Incentive Budget/Petty Cash Talent & Acquisition final decision full participation Performance Management - Process Improvement Client calibration QA & Language Training/Quality oversight External auditor
Director of Business Development
ITS PTY Inc.Director of Business Development
Apr. 2016 - Oct. 2017Panama City, PanamaSales activities offering Outsource/Staffing services Performance management Care/Sales/Engagement campaigns Training best practices Care/Sales/Engagement/Collections Technology recommendations for software/hardware partners Managed 3 campaigns care/sales/engagement
Director Of Operations
Kontact ArtDirector Of Operations
Sep. 2014 - Mar. 2016Panama City, Panama Banking DistrictForecasting/planning/execution of growth Service offering of products/services Development of training workshops Care/Sales/Collections external clients Talent & Acquisition for internal & external clients Technology recommendation/implementation Coaching/motivating/developing staff
Director of Operations of Americas
Benefits Solutions LLCDirector of Operations of Americas
Oct. 2013 - Sep. 2014Panama City, PanamaVirtual Contact Center deployment Appointment Setting-Schedule Management for US Account Managers Talent & Acquisition complete process Technology recommendations & implementation Performance Management/Process Improvement Daily/Weekly/Monthly/Quarterly shareholder Meetings
Sr. Operations Manager
SitelSr. Operations Manager
Jun. 2012 - Sep. 2013Panama City, PanamaPerformance management 18 supervisors’ 400 sales/care/chat/tech/quality/WOE agents Talent & Acquisition Implementation of best practices to improve CSAT Create/Monitor/Deploying Incentive programs Daily-Weekly-Monthly-Quarterly meetings Forecasting/Planning/Execution of growth 230 to 400+ employees
Director Of Operations
Arrow Contact Solutions IncDirector Of Operations
Jun. 2009 - May. 2011Panama City, PanamaCall Center Implementation Lead generation for new business opportunities Performance management Sales/Care/Collections/Engagement agents Talent & Acquisition complete cycle (RPO) internal & external partners Daily & Weekly Meetings review performance Training agents & US Regional Directors CRM
Operations Manager
LG ElectronicsOperations Manager
May. 2007 - May. 2009Panama City, PanamaManaged 3 Dept. HA/HE/Canada Cellular warranty division Forecasting & recommendations call volume & staffing Talent & Acquisition Performance management supervisors (4) Agents (80) Create/deploy motivational & incentives programs
Operations Manager/Incentive Project Manager
SITELOperations Manager/Incentive Project Manager
Aug. 2002 - May. 2007Panama City, PanamaReview of the operational stats of 7 campaigns Performance management for Care/Sales/Engagement/Collections/BO/Airline Reservations Creating-Monitoring-Deploying Incentive Program for all employees (R2S) Talent & Acquisition QA Calibration Care/Sales/BO/Engagement campaigns

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Pioneers in BPO/Contact Center Outsourcing: Two Decades of Expertise
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