Looking for a job

Camilo Sequeira

@camilosequeira

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Customer Success and Operations leader driving retention and operational excellence.

Nicaragua

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What I'm looking for

I seek a managerial role in customer success or operations where I can lead teams, improve CSAT and efficiency, drive process improvements, and collaborate with cross-functional stakeholders to scale results.

I am a Customer Success & Operations leader with 14+ years driving user satisfaction, retention, and measurable operational improvements across large contact center programs. I combine escalation management, compliance enforcement, and cross-functional collaboration to protect brand integrity and improve customer experience.

At IBEX I managed a 200+ agent team for a Top 20 client, improving CSAT by 20% and operational efficiency by 15%, supported major clients, led self-service initiatives, and presented business reviews to executive teams. I also led lean coaching programs and deployed digital coaching tools to scale continuous improvement.

I leverage analytics and reporting to inform strategic decisions, ensure PCI compliance, and coach leaders to sustain performance gains. I am passionate about fostering customer advocacy, building high-performing teams, and driving process optimization that impacts business KPIs.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

IBEX

Nov 2019 - Present (6 years 3 months)

Managed a 200+ agent team for a Top 20 client, improving CSAT by 20% and operational efficiency by 15% while serving clients including US Cellular, Frontier, Western Union, Lyft, and Netflix.

& Customer Success Escalation Management PCI Compliance Process Improvement WBR MBR QBR YBR Presentations Client Management Team Leadership

Lean Sustainability Coach

IBEX

Jan 2016 - Nov 2019 (3 years 10 months)

Trained new hires and coached supervisors on lean management methodologies, leading deployment of a Digital Leader Standard Work Coaching Tool to drive continuous improvement.

Lean Management Training Continuous Improvement Process Optimization Change Management KPI Tracking

Team Leader

Convergys

Jan 2011 - Jan 2016 (5 years)

Managed support teams to meet SLAs and customer experience standards, led system migration projects, and served as Acting Operations Manager during critical periods.

Team Leadership SLA Management Project Management Coaching Performance Management

Junior Team Leader

Convergys

Jan 2010 - Jan 2011 (1 year)

Provided floor support and real-time coaching, assisted with new hire onboarding, and handled administrative tasks including incidences, counseling notices, and terminations.

Onboarding Administrative Support Team Support Documentation