Ray Rosa

I've led omnichannel BPO and contact center operations for 15+ years, improving quality, efficiency, sales, and customer outcomes across remote, healthcare, technology, and startup environments.

At Grande Aire Services, I deployed AI tools for multichannel quality assurance, agent assistance, and self-service, reducing call volumes by 30%. Previously at Aston Carter/TekSystems, I trained supervisors on KPI analysis and performance optimization, helping reach 95% average QA and 90% average CSAT while reducing errors by 87% and attrition by 41%.

At Chronos Strategies, I increased inbound unit sales by 33% and launched an outbound line of business that generated $1.5 million in its first full quarter. I also managed 11 supervisors and 125 sales agents while lowering order-entry errors from 11% to 2%.

My background includes call center leadership at HCA, Alta Resources, Sony Electronics/Sykes, and Stream Global Services. I'm a Lean Six Sigma Green Belt fluent in Spanish, with hands-on experience in workforce management, vendor relationships, SOP development, project delivery, performance optimization, and contact center technology.