Ezequiel Velasquez

Built and deployed an AI-driven pre-authorization management application, reducing manual processing time from 6–7 hours per day to under 15 minutes. Managed IT, telecom, and SaaS vendor relationships and led clinic SOP and end-to-end process documentation.

Led 500+ employees across Panama, South Africa, and Kenya across 3 simultaneous client accounts, consistently achieving 100% monthly revenue compliance targets. Improved workforce performance by reducing attrition and optimizing attendance to maximize billable login hours, while deploying SaaS and AI tools for process automation and performance visibility.

Oversaw 600+ employees across multiple geographies, ensuring KPI performance and coaching frameworks across operations. Reduced attrition from 20% to 5% in Cape Town within 90 days and supported client expansion through due diligence and COPC-aligned SOW review.

Managed 5+ client accounts simultaneously and ran multi-channel inbound/outbound operations (voice, chat, email) to deliver KPI performance and client satisfaction. Drove improvements through strategic workforce planning, quality oversight, and leadership development across diverse service lines.

Led the Panama call center operation of 150+ employees, managing KPIs and cross-functional alignment across WFM, Quality, Training, and HR. Launched Johannesburg operations with zero service disruption and standardized SOPs to improve CSAT, NPS, and service delivery through weekly client business reviews.

Oversaw day-to-day operations for early-stage programs while supporting scale-up activities and workforce structure expansion. Revamped coaching and performance management routines and collaborated with WFM and QA to prepare for operational transitions.

Delivered strong customer experience while adhering to safety protocols and international aviation standards. Managed in-flight issues and emergencies to ensure passenger safety and operational continuity.

Negotiated supplier costs and assessed manufacturing processes to improve quality and reduce operational expenses. Monitored supplier performance and resolved delivery, invoicing, and quality escalations to maintain continuity.

Developed and delivered training programs that improved onboarding effectiveness and KPI performance. Measured training impact and implemented coaching strategies to uplift employee skills and service quality.

Led customer service teams by coaching and developing staff plans tied to KPI accountability. Conducted needs assessments and implemented training solutions to close skill gaps and improve service performance.

Supervised 18 FTE managing high-volume delinquency portfolios while ensuring compliance with quality, regulatory, and performance standards. Improved operational efficiency and recovery outcomes through disciplined processes and continuous performance oversight.

Taught English language skills in a supportive classroom environment. Built lesson plans and assessments tailored to students’ diverse needs.

Studied Industrial Engineering at Universidad Santa María La Antigua in Panama.

Completed COPC Management and Training Series.

Completed training in COPC Inc. Operational Strategy.