Santiago Gastelum

I’m a Senior Operations Manager with 5+ years leading multi-site, multi-account contact center operations in a BPO environment. I own P&L accountability across geographies and bring a hands-on style that turns strategy into repeatable execution.

I’ve built service delivery infrastructure from scratch—designing SOPs, call scripts, onboarding playbooks, and coaching cadences that became operational standards. I lead client-facing business reviews, act as the primary escalation point for revenue-critical and people issues, and translate performance data into recovery plans and growth roadmaps.

I implement funnel-level KPI frameworks through BI dashboards and run weekly pipeline reviews and daily audits to close gaps in real time. I manage CRM data integrity, capacity forecasting, and cost-per-acquisition optimization in partnership with workforce management to maintain coverage efficiency within client margin targets.

I also develop leaders through skip-levels, monthly feedback loops, and individual development plans—driving above-industry retention in a high-churn market. My results speak for themselves: +36 margin points in 90 days, conversion doubled in 60 days, and a $5M USD account rescue by stabilizing metrics within 45 days.