Looking for a job

Romeo Reyes Pinto

@romeoreyespinto

Operations executive with 15+ years scaling multi-site BPO and tech services, driving P&L growth and transformational site culture.

El Salvador

Message

What I'm looking for

I’m looking for a senior operations leadership role where I own P&L, scale multi-site programs, and partner with clients at the executive level—driving operational excellence, cultural transformation, and measurable growth from launch through continuous improvement.

I’m an operations executive with 15+ years leading multi-site BPO and technology-services operations across Latin America. I’m known for scaling sites from startup to 1,100+ employees, launching new country operations from the ground up, and turning around underperforming programs through cultural and operational transformation.

I bring full P&L accountability across multi-country portfolios of up to 1,400 employees, consistently delivering operational and financial performance. In my current role as Vice President of Customer Success, I lead the operational and delivery relationship for the company’s entire client portfolio and drive portfolio governance, account health reviews, and executive business reviews.

Previously, as Site Director for El Salvador and Bogotá at Ubiquity, I launched the Bogotá site in Q3 2022—overseeing floor buildout, management hiring, program onboarding, and the operational stand-up. I scaled from 25 agents at opening to 300 team members within a year, while standardizing performance management, leadership development, and engagement practices to shorten ramp-up times.

Earlier, I took ownership of a 250-employee El Salvador site and led a full operational transformation, scaling to 1,100+ employees over 4 years. I rebuilt the leadership bench and frontline operating model, and I improved client delivery and long-term account retention—building the kind of engaged site culture that drives retention, quality, and client confidence. I’m bilingual in English/Spanish and lead effectively with frontline teams, executive clients, and C-suite stakeholders.

Experience

Work history, roles, and key accomplishments

Current

Vice President of Customer Success

Current

Applaudo

Sep 2024 - Present (1 year 9 months)

Led operational and delivery relationship for the full client portfolio as senior executive point of contact, owning partnership health and portfolio governance. Drove 12% portfolio growth from 2024 to 2025 through operational excellence and deeper client engagement.

Customer Success Leadership Client Delivery Management Cross functional Coordination BPO Operations Quality Management

Site Director (El Salvador & Bogotá)

Ubiquity

Sep 2021 - Aug 2024 (2 years 11 months)

Held full operational and P&L accountability for a regional workforce of 1,400 employees across two countries, including client delivery, talent, and site culture. Launched the Bogotá site in Q3 2022 and scaled from 25 agents to 300 team members within a year, standardizing an operating model that shortened ramp-up times.

P&L management Scaling Teams Program Turnaround Performance Management Leadership Development

Site Director (El Salvador)

Ubiquity

Jul 2019 - Sep 2021 (2 years 2 months)

Owned operations for a 250-employee site and led a full operational transformation across leadership bench, frontline operating model, and cultural foundation. Scaled El Salvador from 250 to 1,100+ employees over 4 years while maintaining operational KPIs and financial performance, strengthening client delivery to support long-term retention.

Operational Transformation Leadership Bench Building KPIs Operational Excellence

Account General Manager

TELUS International

Sep 2016 - Jun 2019 (2 years 9 months)

Managed P&L for Financial Customer Service, Back Office, and general CS programs, leading operations managers and frontline organizations. Delivered consistent operational performance and profitability while improving client alignment and sustaining team engagement and retention in a competitive BPO talent market.

Account Management P&L management Financial Customer Service Back Office Operations Customer Service (CS) Delivery Operations Management Team Leadership BPO

Senior Operations Manager

TELUS International

Apr 2014 - Aug 2016 (2 years 4 months)

Led a Financial Customer Service program, owning day-to-day performance, quality, attendance, and profitability through team leaders. Turned around a high-attrition, low-attendance program by rebuilding frontline trust and culture, driving engagement to 90% within one year and creating stronger leadership pipelines.

Program Operations Quality Management Attendance & Attrition Improvement Profitability Management Team Leadership Customer Service Operations