Greg Santopaolo
@gregsantopaolo
I lead global BPO operations, scaling AI-driven customer support transformation and operational excellence.
ZimbabweWhat I'm looking for
I bring 15+ years of operations leadership and project delivery experience across BPO, FinTech, Banking, and Telecom sectors. I’m focused on scaling global teams and driving operational excellence in multi-site and remote environments.
I’ve overseen $15M+ in annual revenue across global BPO accounts and maintained zero client attrition due to operational performance across seven years of account leadership. I’ve also scaled and led 500+ FTE across international customer service operations.
In my work, I operationalize AI technologies that improve efficiency, customer experience, scalability, and client cost outcomes. I’ve driven adoption of AI powered customer support solutions across chat, email, and voice channels, partnering with AI and analytics teams to operationalize automated QA and predictive CSAT capabilities.
In my current role, I lead global BPO operations across 500+ FTE, drive delivery across $15M+ annual revenue portfolios, and optimize customer experience through KPI monitoring and SLA adherence. I also oversee hiring, training, performance management, and career development of customer support teams.
Experience
Work history, roles, and key accomplishments
Director of Operations
Crescendo
Jun 2019 - Present (7 years 1 month)
Led global BPO operations across 500+ FTE, supporting customer service for partners in e-commerce, SaaS, and FinTech. Drove AI-assisted customer support adoption and workforce hiring/training while optimizing KPIs and SLA adherence.
Managed customer-facing media and entertainment projects in a telecom environment, including Optus Sport website features and upgrades. Oversaw an AUD$20M+ entertainment project portfolio and launched interactive game features.
Project Manager
Bank of Queensland Specialist
Apr 2015 - Oct 2015 (6 months)
Led the rollout of BOQS core banking application and workflow system. Managed an AUD$500K project budget, coordinated national deployment, and built vendor and stakeholder relationships for successful releases.
Delivered multiple IT transformation projects, including desktop migrations and IVR enhancements. Managed relocation of call centers and led technical upgrades impacting 500+ employees.
Education
Degrees, certifications, and relevant coursework
Leeds Metropolitan University
BSc (Hons), Project Management
2006 - 2008
Earned a BSc (Hons) in Project Management from Leeds Metropolitan University.
Leeds Metropolitan University
HND, Business Management
2004 - 2006
Completed an HND in Business Management at Leeds Metropolitan University.
Aquinas College
A-Levels, Business Studies
2002 - 2004
Activities and societies: Subjects listed: Business Studies, Physical Education; AS: Accounts, Music.
Studied A-Levels including Business Studies and Physical Education at Aquinas College, with AS Accounts and Music.
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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