Emmanuel De Jesus Mendoza Guzman

At Concentrix, I lead multi-account contact center operations for more than 1,800 FTE across customer service, technical support, retention, and back-office functions. I launched a new delivery site in Querétaro, led four simultaneous program implementations, and grew revenue by 15% while increasing gross margin by 10%.

I've built and scaled BPO operations from 600 to more than 1,500 FTE, while maintaining stable delivery and reducing attrition to approximately 7%. I also improved retention performance by 8% for high-value streaming accounts.

Across Sitel, Comdata Group, and Sykes México, I've managed multi-account portfolios, budgets, forecasting, workforce planning, high-risk account recoveries, client relationships, and new-program ramp-ups. I use data modeling, scorecards, dashboards, and Six Sigma methodologies to improve quality, retention, cost-to-serve, and operational performance.

I'm a Lean Six Sigma Black Belt focused on revenue growth, margin expansion, transformation, and developing high-performing leadership teams.