Hector Cepeda

I am a results-driven program lead with over 5 years of experience in customer operations. My focus is on delivering strong program management by developing, implementing, and supporting processes that enhance support and services organizations. I leverage data and analytics to design tooling and infrastructure that drives my team towards excellence.

In my recent role as a Customer Support Specialist, I led strategic integration planning to improve case deflection and internal ticket triaging. I served as the primary knowledge resource for porting workflows and issue resolution, enabling effective support and training for BPO teams. My efforts in improving internal knowledge access and reducing ticket handling time have significantly enhanced operational efficiency.

As a Customer Operations Program Lead, I orchestrated support-centric projects that resulted in measurable improvements in operational strategies. I managed critical accounts and led projects that aligned with company-wide goals, ensuring that our initiatives were both scalable and cost-effective. My background in technical support and program management equips me to drive growth and optimize processes effectively.