Liza Sanchez
@lizasanchez
Senior Operations Manager focused on retention strategy and business growth across Latin America.
ColombiaWhat I'm looking for
I’m a results-driven Senior Operations Manager with 15+ years leading client-facing operations and customer retention strategy across Latin America. I focus on driving business growth through senior management alignment, strategic planning, and performance management.
At TELECENTER PANAMERICANA – DIRECTV LATAM, I owned collections and retention operations across seven Latin American countries as a key liaison between leadership and operational teams. I implemented AI technology that improved equipment recovery effectiveness by 46% and increased total recovered portfolio by 62% within five months, while also raising recovered portfolio indicators by 30% to achieve positive margin on recovered and retained customers.
I build high-performing, accountable teams—scaling remote and hybrid leadership for 100+ employees since 2020 through coaching, one-on-ones, and a recognition culture that improved engagement and lowered churn. I also lead digital journeys (IVR, AI chatbot, outbound), earning a Silver Award at CX Awards 2025 for the operational AI chatbot project, and strengthen operational efficiency through methods like KAIZEN and Agile.
Experience
Work history, roles, and key accomplishments
Collections Operations Manager
Telecenter Panamericana - DirecTV Latam
Mar 2014 - May 2025 (11 years 2 months)
Led collections and retention operations across seven Latin American countries, improving equipment recovery 46% and recovered portfolio 62% in five months through AI implementation. Increased recovered portfolio indicator 30%, boosted team effectiveness 30%, and raised digital product sales 36% per advisor while managing 100+ staff and launching IVR/AI chatbot digital journeys (CX Awards 2025 Sil
Collections Operations Coordinator
Telecenter Panamericana - DirecTV Latam
Nov 2011 - Feb 2014 (2 years 3 months)
Monitored LATAM portfolio indicators and led improvement initiatives to reduce delinquency and churn, supporting strategic reporting for senior management. Reduced collections campaign implementation time from 60 to 45 days by optimizing high-impact segments and managing end-to-end campaign lifecycle (profiling, recruitment, training, and performance tracking) using KAIZEN and Agile.
Portfolio Manager - Central Region
Adeinco S.A.
May 2010 - May 2011 (1 year)
Led a debt-collection team across Antioquia, Cundinamarca, Sucre, and Córdoba, defining concentration strategies for highest-risk portfolios. Achieved 120% compliance in delinquency reduction (Jan–Mar 2011), increased team performance 40% and cut turnover 30%, while managing 20 cost centers and streamlining hiring by 50%.
National Portfolio Assistant
Fanalca S.A.
Jan 2007 - Apr 2010 (3 years 3 months)
Executed portfolio recovery strategies to minimize assets at risk and associated billing losses, supporting consolidated overdue portfolio monitoring. Delivered 102.8% compliance with the consolidated overdue administrative portfolio index (Jan–Oct 2008) and received top performance evaluations in 2007 and 2009.
Education
Degrees, certifications, and relevant coursework
ICESI University
Specialist in Marketing, Marketing
2006 - 2008
Completed a Specialist in Marketing program at ICESI University from 2006 to 2008.
University of San Buenaventura
Economist, Economics
1994 - 1999
Earned an Economist degree at the University of San Buenaventura from 1994 to 1999.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
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