Open to opportunities

Ignacio Flores

@ignacioflores

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Operations and customer experience leader driving digital strategy, team performance, and service excellence.

Canada

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What I'm looking for

I seek a leadership role where I can drive customer-centric operations, scale teams, implement quality programs, and apply digital strategy in a collaborative, growth-focused company.

I am an operations and customer experience leader with extensive cross-border experience in real estate, contact centers, and service operations. I build customer-centric organizations and lead teams to exceed sales and satisfaction goals.

As a co-founder of a boutique international real estate firm, I designed brand identity, digital strategy, and client advisory services for high-net-worth clients across North America, improving referral growth and retention.

At PROPEL Holdings I led contact-center quality assurance, audits, and competency programs across multiple sites, launched an Interaction Analytics team, and achieved a 92% service-level result through process standardization and coaching.

I bring bilingual communication skills (English/Spanish), a data-driven approach to digital and social strategy, and a track record of operational excellence and team development ready for leadership roles in Toronto.

Experience

Work history, roles, and key accomplishments

Co-Founder & Client Experience Lead

Albarran & Flores Realty

Jan 2024 - Jan 2025 (1 year)

Led business strategy, brand development, and client experience for a boutique international real estate firm, expanding client base across North America and generating qualified leads through digital campaigns.

Customer Experience Business Development Brand Development Social Media Marketing Lead Generation Client Relationship Management Marketing Automation

Manager, Operations Contact Center

PROPEL Holdings

Jan 2016 - Jan 2024 (8 years)

Oversaw QA and operations across contact centers in Toronto, Winnipeg, and Kansas, implementing QA programs and a competency initiative that achieved 92% service level and improved CSAT and FCR.

Quality Assurance Contact Center Operations Process Standardization Audit Management

Bilingual Supervisor

Teleperformance Canada

Jan 2014 - Jan 2015 (1 year)

Managed a 20-agent sales and service team for Sling TV, delivered coaching and training, and drove team performance to achieve an 80% customer satisfaction score.

Team Leadership Coaching Sales Management Customer Service Training Performance Metrics