Hernan De la Torre

I've led client services and operational consulting engagements at Movate for enterprise organizations across the Americas, EMEA, and APAC. I translate client needs into measurable priorities, action plans, governance, and cross-functional delivery roadmaps.

I redesigned the customer support lifecycle for a global payment technology organization and led process improvement and automation work for an enterprise food-technology platform. My work strengthens customer experience, escalation paths, operational execution, stakeholder alignment, and risk management.

At Sutherland, I led multi-site BPO operations of up to 200 FTE and managed approximately USD 3 million in annual account revenue. I owned service delivery, KPIs, financial performance, client governance, and operational improvement across complex customer support programs.

I've also delivered a 3-percentage-point global PAT improvement and a 10-percentage-point operating-margin improvement in Colombia through cost optimization, performance management, and continuous improvement. I bring experience launching and transitioning client programs while aligning Operations, Quality, Training, WFM, Technology, and client stakeholders.