I'm currently managing a remote inbound sales and service team at ROI Construction, where I coach agents in real time, oversee lead qualification, and use RingCentral to monitor queues and performance.
Across PBS Group, HCL Technologies, IntouchCX, and VXI Call Center, I've led frontline, remote, and multi-country BPO operations. I've improved field response times by 35%, doubled email productivity from 7 to 16 emails per hour, and raised Voice of Customer scores from 45% to 58%.
I also manage projects, from healthcare software implementations at Sophista Consultores to full-lifecycle software development and client installations delivered under budget.
I'm a bilingual English/Spanish operations leader with Six Sigma Green Belt, Scrum Master, and Google Project Management certifications, focused on coaching, quality, escalation management, and measurable service delivery results.
