Dolcey Romero

I've led client services and multi-country operations for Covisian, supporting Liberty through performance governance, financial results, and strategic client action plans. I improved Gross Margin from 48% to 63% and recovered SLA performance within eight weeks without additional headcount.

At TTEC, I managed enterprise service delivery for UnitedHealthcare and Universal Music Group across 250+ FTE. I maintained CSAT above 90%, Quality above 92%, and Attrition between 3% and 4% while expanding a program from approximately 170 to 230 FTE.

At OfficePartners360, I managed accounts across Colombia and the Philippines for HelloFresh, ProSmile, and The Lynch Firm. I helped scale a flagship operation from 40 to approximately 390 employees through coordinated recruiting, onboarding, workforce planning, and operational readiness.

My career began at Concentrix, where I earned five promotions from Customer Service Representative to Operations Manager in Charge, and continued through implementation and turnaround work at Teleperformance. I bring 13+ years of experience translating KPIs, SLAs, workforce plans, and client needs into stronger account performance and sustainable growth.