Carlos Alberto Ochoa Bueso

Maintains under-2-hour average response time for maintenance requests across phone, email, and portal channels while meeting operational SLAs. Coordinates vendors and 3+ contractor teams, managing the full work order lifecycle and serving as the real-time escalation point for critical issues.

Provides omnichannel customer support (phone, email, chat) while managing inventory dispatch operations. Forecasts and processes purchase orders and maintains credit/debit note records to streamline month-end reconciliation.

Monitors and reports real-time fuel and tire inventory for the company fleet. Produces weekly analytics that support cost-control decisions for operational leadership.

Owns client lifecycle from onboarding through ongoing support, implementing structured success plans within the first two weeks to reduce time-to-value. Acts as a sole point of contact and proactively identifies friction points to prevent escalations.

Meets or exceeds BPO KPIs (FRT, ART, FCR, AHT, and NPS/CSR) for a high-volume U.S.-based home management client across email and chat. Triages and resolves complex inquiries with full bilingual fluency while maintaining quality compliance through real-time queue monitoring.

Manages relationships with an assigned portfolio of insurance brokers and consistently achieves quarterly KPI targets set by commercial leadership. Prepares customized quotes and proposals across the product suite to support broker-led sales cycles from prospecting through close.

Leads end-to-end coordination of international market research studies across Central America and the Caribbean, managing planning, budgeting, fieldwork, and delivery for quantitative and qualitative methodologies. Directs operative groups and project management assistants, resolving field-level issues in real time to protect deliverable quality and keep projects on time and within budget.

Completed Six Sigma Green Belt (ASQ) training through Escuela Internacional de Negocios in Honduras.

Earned a Bachelor's Degree in Marketing from Universidad Católica de Honduras (La Ceiba).