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Oscar Aquino

@oscaraquino

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I lead bilingual call center teams to improve productivity, service quality, and SLA performance.

Guatemala

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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.

Experience

Work history, roles, and key accomplishments

Current

Call Center Manager

Current

ROI Construction

Sep 2025 - Present (1 year 1 month)

Manages daily operations for a remote inbound sales and service team, coaching agents in real time and overseeing lead qualification, performance metrics, and contact-frequency compliance. Uses RingCentral daily to monitor call queues and agent performance, driving productivity exceeding 300 daily call attempts per representative.

RingCentral CRM Python Data Analysis Performance Monitoring Coaching Lead Qualification

Project Manager

Sophista

Dec 2024 - Aug 2025 (8 months)

- Managed software implementation projects for Insurance companies and clinics,coordinating delivery within established timelines and budgets.
- Led requirements-gathering sessions with clinic and insurer stakeholders to define scope tied to patient-facing workflows.
- Communicated with stakeholders to report progress, resolve blockers, and manage expectations

Project Management Excel Stakeholder Management Software Implementation

Service Delivery Manager

PBS Group

May 2022 - Oct 2024 (2 years 5 months)

Led a team of 18 agents across 6 countries, coaching agents and standardizing processes after centralizing operations in Guatemala. Directed new service implementations for the Xerox brand, ensuring on-time delivery and SLA compliance, and reduced incident resolution times by 35%.
Oversee service field technicians

Team Leadership Coaching Process Standardization SLA Compliance Operational Tracking Incident Management Xerox Services Field Service Management Service Management Service Delivery

Front Line Manager

HCL Technologies

Mar 2021 - Apr 2022 (1 year 1 month)

Coached frontline agents to meet and exceed KPI and SLA targets, driving process improvements. Led offshore Order to Cash operations, improving invoice processing accuracy and contract compliance.

Order To Cash Order Management Coaching and Mentoring

Operations Supervisor

IntouchCX

Jul 2019 - Mar 2021 (1 year 8 months)

Coached agents to a 2x productivity gain through structured coaching and workflow optimization. Supervised frontline and nesting teams, accelerating onboarding and training, and led email support operations ensuring KPI and SLA compliance.

Call Center Operations KPIs And Metrics Coaching and Mentoring Call Center KPI Management

Operations Manager

VXI Call Center

May 2017 - May 2019 (2 years)

Directed sales and customer service for a 120-agent organization with 8 direct-report supervisors, coaching teams to outperform peer business units. Raised Voice of Customer (VOC) scores from 45% to 58% through data-driven coaching, quality review, and team engagement.

Call Center Operations Call Center Management KPI Reporting KPI Analysis KPIs And Metrics KPI Optimization KPI Dashboards

Project Manager

Plug and Play

Feb 2016 - Sep 2017 (1 year 7 months)

Led client projects from kickoff through completion, tracking progress, deliverables, and deadlines; delivered installation of large-format display systems $5,000 under budget.

Project Management Digital Signage

Project Manager

EB Closion

Jan 2014 - Jan 2016 (2 years)

Managed full lifecycle software development projects, delivering on time and on budget. Prepared progress reports for internal and external stakeholders.

Social Media Software Implementation Project Management

Operations Manager

Francorp

Jan 2003 - Dec 2013 (10 years 11 months)

Oversaw daily operations and financial analysis for new business initiatives. Developed sales training programs, driving a 10% revenue increase in year one.

Financial Analysis Franchise Operations Franchise Development Franchise Management Franchise Sales Project Management