Open to opportunities

Francisco Suarez

@franciscosuarez

Message

Bilingual on-site and remote supervisor specializing in operations, quality, and collections.

Mexico

Message

What I'm looking for

I seek a role leading operations or quality teams where I can drive service excellence, manage escalations and collections, and mentor staff in a collaborative, results-focused environment.

I am a bilingual (English–Spanish) operations supervisor with hands-on experience leading on-site and remote teams in high-volume BPO environments, focusing on customer satisfaction, retention, and timely resolution of escalations.

I have supervised up to 50 employees daily, managed billing and collections, conducted purchase order audits, and prepared regular performance and quality reports to drive continuous improvement.

I communicate clearly and assertively in multicultural settings, negotiate strategically with clients and suppliers, and deliver fast, effective solutions under pressure while ensuring compliance with client objectives and quality standards.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert

Current

BPO Centers

Jul 2023 - Present (2 years 6 months)

Managed payment follow-up, collections and billing escalations, delivering fast resolutions and reports to improve retention and operational outcomes.

Collections Management Reporting Client Communication Negotiation Bilingual Support Stakeholder Management

Customer Service Supervisor

BPO Centers

Jul 2023 - Dec 2025 (2 years 5 months)

Supervised up to 50 on-site and remote employees, ensuring compliance with client objectives and quality standards while resolving escalations and improving service delivery.

Bilingual Customer Service Escalation Management Team Supervision Billing & Collections performance reporting MS Office Negotiation

Quality Assurance Analyst

BPO Centers

Jun 2022 - Jul 2023 (1 year 1 month)

Reviewed and evaluated purchase orders and agent performance, prepared weekly quality reports and delivered daily feedback to drive continuous improvement.

Quality Assurance Performance Monitoring Reporting Coaching Process Improvement Audit

Customer Service Representative

BPO Centers

Nov 2021 - Jun 2022 (7 months)

Provided bilingual roadside assistance support, managed emergency requests from clients and providers, and ensured timely, accurate service delivery under pressure.

Bilingual Customer Service Negotiation Multicultural Communication