Patricia Aceves
@patriciaaceves
I lead large-scale customer care transformations that improve experience, productivity, and profitability.
MexicoWhat I'm looking for
At TRUPER – FIX Ferreterías, I lead end-to-end customer care operations across customer service, CCTV support, loyalty programs, e-commerce, post-purchase support, and warranties. I implemented Zendesk as a centralized contact center platform and led a commercial framework rollout that increased revenue by 4 percentage points.
Previously at AT&T México, I led 500+ agents and leaders across multi-site in-house and outsourced models, delivering a 107% NPS improvement and 255% productivity increase through service redesign and digital enablement. Across 15+ years in telecom and retail, I’ve built bilingual contact center teams, strengthened SLA and KPI governance, and led major workforce transitions without service disruption.
Experience
Work history, roles, and key accomplishments
Customer Care Operations Director
Truper
Jul 2023 - Present (3 years 1 month)
Leads operational transformation and continuous improvement powered by data analytics, generating cost efficiencies and upgrading customer experience. Directs end-to-end call center operations including customer service, CCTV support, loyalty programs, and e-commerce customer care.
Education
Degrees, certifications, and relevant coursework
Monterrey Institute of Technology and Higher Education
Certification, Executive Coaching
Completed executive coaching and team alignment certification.
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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