Years of experience: 24
Call CenterCustomer ServiceCustomer Success ManagerChief Customer Officer (CCO)Client Relations SpecialistChat Support
Trust Score
Exceptionally trusted; proven professional excellence.
Rosa's Career Path
Aug. 2008 -Jan. 2025
KonectaRegional Director of Operations
MéxicoIncrease business volume up to 200% in Telecommunications and Insurance accounts, expanding the business to Brazil, Peru, Chile and Argentina. Automation of credit processes, reducing card issuance times from 30 to 3 days. Account management in Guatemala and El Salvador, improving annual EBITDA. Creation of customer service strategies ("Wow Effect"), improving NPS by 30% and implementation of...
Feb. 2003 -Jul. 2008
SitelCUSTOMER SERVICE MANAGER
MéxicoPrepare the environment for new projects, coordinating different areas for their implementation, monitoring results and cost-benefit studies. Develop and implement new strategies to make project operations more efficient and increase profitability. Provide consulting services to the client and prepare commercial proposals. Develop tactics and action plans to optimize the execution of operatio...
Aug. 2000 -Jan. 2003
Sitel GroupREGIONAL OPERATIONS MANAGER
Huston, TexasImplement a Business Center in Houston, Texas to provide customer service to users from Central America, the Caribbean, Ecuador and Venezuela for a client in the Technology sector. Create an interdisciplinary and multicultural team to manage B2C and B2B interactions, achieving 20% growth in sales through the segmentation of work teams according to the different client verticals. This role in...