Open to opportunities

emanuel leon

@emanuelleon

Message

I build scalable CX quality, training, and vendor performance systems.

Argentina

Message

What I'm looking for

I’m looking to build scalable CX operations, quality, training, and vendor-performance systems where I can turn customer insights and operational complexity into measurable improvements.

At Tools for Humanity, I lead global CX quality, enablement, and operational improvement programs across three BPO partners, five sites, and four countries, supporting up to 400 agents and roughly one million monthly tickets at peak.

I've built QA systems, scorecards, calibration cadences, vendor feedback loops in Zendesk, and a Voice of Customer program that drove changes to localization, in-app support UI, and core processes. I also reduced messaging ticket resolution time from two hours to 30 minutes, raised nesting QA scores from 70% to 95%, and improved internal QA performance from 62.5% to 92%.

My background spans technical customer success and support for crypto, Web3, Google Workspace, and hardware products. I turn ambiguous operational problems into measurable systems through training, automation, root-cause analysis, and cross-functional execution.

Experience

Work history, roles, and key accomplishments

Current

Program Manager, CX Quality & Training

Current

Tools for Humanity

Apr 2026 - Present (4 months)

Owns global CX quality, enablement, and operational improvement programs across 3 BPO partners, 5 sites, and 4 countries, supporting up to 400 agents and roughly 1M tickets per month at peak. Leads performance reviews, architected the QA system end to end, and launched Voice of Customer and vendor feedback mechanisms.