Wilda Ugarte
@wildaugarte
I lead multi-site service operations that improve customer experience, workforce performance, and financial results.
ColombiaWhat I'm looking for
I've led service delivery and operational governance for ContactPoint 360, Concentrix, EXL Service, Accedo Technologies, and Emergia across Latin America. I manage customer experience, workforce execution, KPI and SLA performance, and financial accountability for enterprise client portfolios.
Across multi-site and multi-country organizations of 200–500 employees, I've balanced EBITDA targets above 25% and gross margins up to 45% while strengthening leadership capability, COPC practices, executive reporting, and continuous improvement.
Experience
Work history, roles, and key accomplishments
Director of Operations
ContactPoint 360
Jan 2025 - Dec 2026 (1 year 11 months)
Directed operational governance across customer experience, workforce performance, service delivery, and financial accountability, using KPI-based management to strengthen execution and leadership ownership. Led performance management across CSAT, QA, Service Level, Interval Compliance, Production, Staffed Hours, budget, and workforce KPIs.
Education
Degrees, certifications, and relevant coursework
Universidad Centroamericana
Psychology
Pursued psychology studies at Universidad Centroamericana.
Lycée Franco-Nicaraguayen
High School Diploma, General Studies
Completed high school education at Lycée Franco-Nicaraguayen.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Salary expectations
Job categories
Skills
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