Led cross-functional teams to implement continuous improvement initiatives and standardized performance benchmarks. Implemented a LSS project that increased CSAT 2% month over month and reduced overall churn by 4%. Scaled global operations by increasing headcount by 20% across Guatemala and the Philippines, a direct result of consistently exceeding performance targets and earning increased stakeholder investment. Successfully transitioned sensitive and highly confidential workstreams from the US to global sites by demonstrating a 100% adherence to rigorous security audits and strategic operational excellence. Developed custom success plans, strategies, and QBRs to align platform usage with client goals to ensure retention and create the possibility of expansion.

Managed a mixed portfolio of clients, grew mid-level clients to the next level, and achieved an increase of 15% on overall revenue by executing growth strategies. Stabilized an account at risk of leaving by conducting a comprehensive root-cause analysis and implementing a strategic turnaround plan that restored all KPIs to target levels and secured a 3-year contract renewal. Directed the end-to-end onboarding and launch of 2 new client partnerships, personally overseeing the transition from sales negotiation to operational maturity to ensure a zero-defect implementation phase. Designed the foundational organizational structure for the call center, architecting the integration of Supervisors, QA, and WFM departments to move from a flat hierarchy to a specialized, data-driven operational model.

Led the launch and management of the Assurant Carrier LOB, consistently delivering a Gross Profit (GP) margin exceeding 55% year over year through rigorous cost-optimization and resource utilization. Executed an aggressive ramp-up from 30 to 100 FTEs within 60 days while maintaining a monthly attrition rate below 5%; this stability ensured the consistent achievement of all KPIs during the critical launch phase. Supported and directed a multidisciplinary task force to design and deploy a hybrid Brick-and-Mortar and Work-at-Home ecosystem, providing the scalable infrastructure necessary to support an aggressive ramp. Cultivated high-trust client partnerships by leading WBR, MBR, and QBRs. Utilized advanced data storytelling and strategic action plans to drive performance improvements and position the site as the client's top partner.

Selected as a core member of the team who traveled to Amazon Headquarters to launch the GMA project; successfully established global operational standards in Guatemala, growing the site from 35 to 300+ FTEs over five years. Awarded "COA" for 13 consecutive months by consistently exceeding rigorous KPIs and contractual SLAs, resulting in the expansion of service scope and deeper strategic integration with the client. Oversaw "Peak Season" operations, successfully managing headcount growth of 150% to maintain service continuity during high-volume customer interaction periods without compromising quality standards. Drove performance of diverse Lines of Business across multiple communication channels, ensuring high-fidelity service delivery and 100% adherence to complex global compliance requirements.