Pamela Velilla

I’m a staffing and client success & operations leader with 10+ years driving growth, retention, and scalable operational infrastructure for U.S.-based service businesses. I’m known for protecting revenue, reducing churn, and keeping delivery reliable through clear KPIs and strong execution.

In my current role, I manage 17 client accounts while maintaining 0 escalations by building trusted partnerships through proactive communication and operational reliability. I’ve scaled a workforce from 9 to 385 employees, ensured client satisfaction, and maintained SLA compliance during rapid growth phases.

I focus on measurable retention outcomes—cutting attrition from 3% to 1% through structured onboarding, coaching frameworks, and proactive risk mitigation. I’ve also achieved 95–100% SLA performance by standardizing 50+ SOPs and playbooks adopted by U.S. client operations teams.

I lead QBRs with Directors and VPs, deliver KPI insights to align staffing strategies and retention initiatives, and mentor teams through accountability systems. Earlier roles supporting employee benefits administration and healthcare operations strengthened my ability to streamline processes, improve documentation accuracy, and implement corrective actions.