Max Casco
@maxcasco
I build international customer operations that improve service performance and retention.
NetherlandsWhat I'm looking for
At one.com, Hostnet and group.one, I built and launched a cross-border Customer Operations capability, recruiting 24 employees across Cebu and Amsterdam and leading a distributed team of 15+ across multiple markets.
I use service, quality and escalation data to improve delivery, sustaining NPS above 65 and driving 90%+ adoption of AI workflows. I also partner with Product, Marketing, Sales, HR, Finance and technical teams to strengthen retention, customer experience and operational governance.
Experience
Work history, roles, and key accomplishments
Team Leader - Spanish and French Markets
one.com / Hostnet / group.one
May 2021 - Present (5 years 4 months)
Built and launched a cross-border Customer Operations capability, leading a distributed team of 15+ employees and sustaining high service performance with NPS above 65. Drove AI workflow adoption and partnered across functions to improve retention and product processes.
Team Manager - Facebook Project
Competence Call Center
Oct 2019 - Jun 2021 (1 year 8 months)
Promoted from Content Moderator to Team Manager, leading a 17-person content operations team. Delivered high productivity and quality, translating global policy into team guidance and managing escalations.
Coordinated daily customer operations, workload priorities, frontline coaching and escalation support, helping agents meet service, quality and productivity expectations.
Public Relations Manager and Events
Axel Hotels
May 2015 - Nov 2015 (6 months)
Managed commercial partners, suppliers and six brand activations for 200-500 guests, coordinating budgets and deadlines. Recovered approximately EUR 25,000 in unpaid partner invoices within six months.
Customer Loyalty and Online Sales
Cablevision / Fibertel
Feb 2011 - Jul 2013 (2 years 5 months)
Resolved customer needs while supporting retention, online sales and loyalty objectives in a consumer telecommunications environment.
Education
Degrees, certifications, and relevant coursework
Nueva Escuela de Diseno y Comunicacion
Graphic Designer, Graphic Design
Completed a four-year degree in Graphic Design.
Tech stack
Software and tools used professionally
Availability
Location
NetherlandsAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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