Nelly Del Cid

• Manage seven North American enterprise client accounts spanning 1,000+ locations, coordinating service delivery across 50 cross functional team members.

• Own the customer lifecycle from onboarding and kickoff through engagement, QBRs, SLA and KPI governance, and renewal, maintaining a 100% contract renewal rate.

• Lead risk tracking and mitigation, escalation resolution, and action plan g

Manage seven North American enterprise client accounts spanning 1,000+ locations, coordinating service delivery across 50 cross-functional team members. Own the customer lifecycle from onboarding through renewal, maintaining a 100% contract renewal rate and expanding a $4.5M portfolio.

• Analyzed up to 10 recurring Power BI and Excel reports covering more than 6,000 machines, consolidating operational data to identify trends, exceptions, and service risks before they affected client operations.

• Monitored asset and technology records across 6,000+ machines, identifying discrepancies and coordinating corrections to maintain reliable fleet information.

• Prepared SLA and KPI re

• Supported quality operations for four client programs across the United Kingdom, Canada, and the United States.

• Evaluated 100 customer interactions per week across a population of 70 agents and provided targeted coaching on quality, performance, and compliance.

• Led global calibration sessions across Guatemala, Manila, and the United States to maintain consistent evaluation standards.

• Led a 30 agent customer service team supporting a North American client account.

• Used workforce planning and call volume forecasting to adjust coverage and sustain 100% SLA attainment for five to six consecutive months.

• Used performance data and call analysis to guide coaching and Kaizen initiatives, contributing to a 25% improvement in KPIs.