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Mauricio Velez

@mauriciovelez

Bilingual customer-focused leader with 15+ years of experience in global IT and BPO environments. Proven track record leading high-performing teams

Mexico

Message

What I'm looking for

I'm interested in customer experience, customer success, client relationships, service delivery, team development, customer support operations, process improvement, technology solutions, and project management.

At TTec, I lead a team of 11 agents providing technical support and consultative solutions for a U.S.-based telecommunications enterprise. I use operational KPIs, customer feedback and interaction quality to identify opportunities to strengthen service delivery and customer experience.

At Conduent, I directed second-line support operations and managed enterprise accounts, achieving 100% compliance with complex SLAs and KPIs. I also served as the primary IT liaison for Chrysler across four regions and led IT transformation projects focused on automating BPO workflows.

Experience

Work history, roles, and key accomplishments

Current

Support Coach

Current

TTec

Nov 2025 - Present (11 months)

Lead a high-performing team of 11 agents providing technical support for a U.S.-based telecommunications enterprise, focusing on customer satisfaction and service quality. Analyze operational KPIs and provide targeted coaching to enhance customer engagement skills.

Customer Experience Team Leadership Performance Management Quality Management Coaching Avaya Citrix Jabber Verint Slack ServiceNow

Production Control Manager / Account Manager

Conduent

Jul 2009 - Sep 2025 (16 years 2 months)

Directed second-line support operations achieving 100% compliance with complex SLAs and KPIs for global BPO accounts. Managed high-value enterprise accounts including Chrysler, Caesars Palace, UTC, and Guardian Life, and led IT transformation projects.

SLA Management KPI Management Account Management ITIL Escalation Management Project Management Stakeholder Communication Service Continuity Hybrid Infrastructure CRM

Service Center Supervisor

Xerox

Mar 2008 - Jul 2009 (1 year 4 months)

Led a 24/7 offshore premium support and retention unit of 63 professionals, achieving 100% of client KPIs. Managed migration and onboarding for major retail clients and implemented French-language support, resulting in a 30% service improvement.

Team Leadership Performance Monitoring Data Driven Reporting Customer Satisfaction Migration Management Onboarding French Language Support