Open to opportunities

Diego Rosales Artist

@diegorosalesartist

Message

I lead call center operations, improving KPI performance, coaching teams, and driving account success.

Guatemala

Message

What I'm looking for

I'm seeking an executive-level management position with a world-class company where I can diversify my skills, contribute within a larger organization, and relocate if needed.

I've led call center operations at Advanced Call Center Technologies Guatemala and Alorica Guatemala, managing client communication, KPI reviews, staffing, attrition, account revenue, and compensation plans.

I build coaching and action plans that support leadership development and performance improvement. In my current customer service role at Everise, I support FedEx shipping tracking, status updates, and pickup scheduling while following company procedures.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Everise

Apr 2020 - Present (6 years 5 months)

Handled track and trace, provided shipping status, and scheduled pick-ups for FedEx, ensuring compliance with regulations and company policies.

Customer Service Track And Trace Shipping Scheduling Compliance FedEx

Operations Manager (AM)

Advanced Call Center Technologies Guatemala

Sep 2016 - Apr 2020 (3 years 7 months)

Managed operations, coaching and development for leadership, data analysis, and action plans. Handled client relations, operational reviews, KPI performance, and company finances.

Coaching Leadership Development Data Analysis KPIs Client Relations Operational Metrics Monthly Scorecard Reporting Attrition Management Staffing Financial Management Collections Account Retention

Operations Manager (KAM)

Alorica Guatemala

Oct 2009 - Sep 2016 (6 years 11 months)

Progressed from customer service representative to operations supervisor and then operations manager. Focused on coaching, leadership development, data analysis, client relations, and KPI performance.