Dynamic and results-driven manager with 4.5+ years of experience in the contact center and customer service industry, specializing in team leadership, operational excellence, and HR strategy. I hold an MBA from the University of Phoenix and a BA in Advertising from Universidad de Puerto Rico, complemented by certifications in Power BI and Project Management. I excel in organizational development, change management, and leadership programs, with a proven ability to manage large-scale initiatives, optimize processes, and enhance employee engagement. Skilled in leveraging data analytics and business intelligence tools to drive strategic decisions and improve performance metrics.More...