Open to opportunities

Luis Peralta

@luisperalta2

Message

Operations and Client Success professional improving KPIs and customer satisfaction daily.

Nicaragua

Message

What I'm looking for

I’m looking for an operations or client success role where I can lead teams, optimize workflows, and deliver strong KPI results—while keeping customers satisfied through fast follow-ups, escalation handling, and continuous improvement.

I’m a results-driven BPO professional with over five years of experience, known for discipline, high energy, and commitment to exceeding targets. I thrive in collaborative environments and provide live support that keeps customers informed and performance goals on track.

Most recently, I served as an Operation Supervisor, where I oversaw daily operations, led and motivated teams to achieve KPIs, and conducted staff training, coaching, and performance evaluations. I also handled high-risk accounts and resolved escalations to improve client retention, and I now work as a Client Success Coordinator coordinating vendors and partners to ensure timely resolution of operational requests, using cloud-based tools and shared spreadsheets for accurate tracking and reporting.

Experience

Work history, roles, and key accomplishments

Current

Client Success Coordinator

Current

Nestwell Property Management

May 2024 - Present (2 years 1 month)

Coordinated with vendors, partners, and service providers to ensure timely resolution of operational requests and maintain service standards. Tracked service activity and payment follow-ups, supported contract/agreement processes, and maintained accurate documentation for reporting and operational reviews.

Client Success Vendor coordination Service Request Processing Record keeping Documentation Management Operational Support

Operations Supervisor

Webhelp

Dec 2021 - May 2024 (2 years 5 months)

Supervised daily operations to drive efficiency, productivity, and KPI achievement. Led and trained teams, optimized workflow and resource allocation, and handled escalations for high-risk accounts to improve client retention.

Operations Supervision Team Leadership KPIs Staff Training Coaching Workflow Optimization Resource Allocation Escalation Management Client Retention

Customer Support Advisor

Ibex Global Solution

Nov 2020 - Nov 2021 (1 year)

Provided live customer support across multiple lines of business, meeting and exceeding client performance metrics. Ensured customer satisfaction through disciplined follow-ups and used tools like Power BI and spreadsheets to support operational efficiency.

Customer Support Performance Metrics Power BI Excel Google Sheets Customer Satisfaction Operational Efficiency