Frank Vassaux

I’m a business and operations leader based in Guatemala with more than 20 years of experience in BPO, contact centers, customer operations, and professional services. My career has included leading operations across Guatemala, Colombia, Honduras, and India, with responsibility for organizations of up to 1,200 employees and annual portfolios of up to $36 million.

My background covers P&L management, service delivery, workforce and capacity planning, quality assurance, cost control, client relationships, and process improvement. I’ve worked across banking, travel, technology support, and on-demand delivery, partnering closely with Finance, Talent Acquisition, Workforce Management, Training, Quality, and Technology. Much of my work has involved understanding why an operation is underperforming, setting clear priorities, and helping teams make practical changes that improve both customer experience and business results.

One example was a contact center operation of approximately 700 employees, where fluctuating demand was creating service gaps, excessive overtime, and sustained high occupancy. Using Verint and Avaya, I analyzed demand and performance by interval and developed the operational and financial case for an 80/20 full-time and part-time staffing model. The change gave us more flexibility during peak periods and reduced our reliance on overtime. Attrition dropped three percentage points within 90 days and eventually moved from just over 9% to approximately 5%, even through peak season.

More recently, I’ve focused on entrepreneurship. As Co-Founder and CRO of iSourcify, I’ve helped develop the company’s commercial strategy, service offerings, operating models, partnerships, and delivery structure. I’m also Co-Founder and CEO of N3xaLabs, where I work on technology and AI initiatives aimed at solving operational problems. Building businesses has added a different perspective to my corporate experience: working with limited resources, testing ideas, and making decisions with incomplete information.

I’m particularly interested in how companies scale while maintaining service quality, financial discipline, and a healthy working environment. I enjoy developing leaders, improving coordination between teams, and using data and technology to reduce unnecessary work. My approach to AI is practical: identify a real operational need, test a solution, and measure whether it makes the work better.

As I move toward a more advisory role in the business I helped build, I’m exploring senior leadership opportunities in Operations, Customer Operations, Service Delivery, Business Operations, or Chief of Staff. I’m interested in companies where I can contribute directly to execution, support a growing team, and take responsibility for meaningful business outcomes. I’m based in Guatemala and open to international remote opportunities.