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Ludwig Tejeda

@ludwigtejeda

Message

I lead BPO teams to improve KPIs, compliance accuracy, and customer outcomes.

Guatemala

Message

What I'm looking for

I'm seeking a growth-oriented leadership role where I can improve operational performance, coach teams, use data to strengthen KPIs, and support high-quality customer or compliance outcomes.

I've led customer experience teams at Alorica Guatemala, improving CSAT, NPS, FCR, and collections performance through structured coaching, performance action plans, and data-driven strategies. As an Operations Manager, I supervised 6 team leaders and more than 60 agents, achieving #1 ranking during both months in the role.

Currently, I support compliance and identity verification for international financial transactions at TELUS Digital, identifying risks, protecting sensitive data, and escalating suspicious activity. I'm a multiple-time Top Supervisor and Top 1% Performer, with advanced Excel and Power BI skills for performance reporting and analysis.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative – Senior

Current

TELUS Digital

Jul 2025 - Present (1 year 2 months)

Performs identity verification and compliance checks for international financial transactions, ensuring adherence to global regulatory standards. Analyzes customer information and transaction patterns to detect inconsistencies and potential risks.

Compliance Identity Verification KYC Risk Analysis Fraud Prevention Data Analysis Quality Assurance

Customer Experience Supervisor

Alorica Guatemala

Aug 2021 - Jul 2025 (3 years 11 months)

Led a team of 17 agents, consistently achieving top performance rankings and maintaining high customer satisfaction results. Improved team KPIs including CSAT, NPS, and FCR through structured coaching and performance action plans.

Team Leadership Coaching KPI SMART Methodology Performance Management CSAT NPS FCR Data Analysis Excel Power BI

Operations Manager

Alorica Guatemala

Jul 2023 - Sep 2023 (2 months)

Supervised 6 team leaders and over 60 agents, ensuring operational efficiency and KPI achievement. Designed and executed performance strategies that resulted in #1 ranking during both months in role.

Operations Management KPI Management Data Driven Strategy Leadership Stakeholder Management Excel Power BI

Customer Experience Representative

Alorica Guatemala

Apr 2015 - Aug 2021 (6 years 4 months)

Delivered high-quality customer service across multiple accounts, focusing on first-contact resolution. Maintained consistent performance across key metrics including CSAT and quality standards.

Customer Service Communication Skills Problem Solving CSAT Quality Assurance