Directed the entire operation of processes for the Law firm, including formulating strategy, improving performance, procuring materials and resources, and securing compliance. Responsible for Contact Center Operation, Inbound and Outbound Services, and Customer Relationship Management of clients. Ensured CRM management and data entry, lead generation, screening potential clients, follow-up on leads, client communication, support, and follow-ups. Filtered and qualified new leads. Responsible for weekly KPIs including paid consultations, closed cases, and weekly income of $60,000. Managed the 360-degree client cycle (new client, customer support, billing & payment, follow-up). Directed, trained, and coached virtual staff. Assisted the attorney manager with administrative tasks, calendar management, sending templates, collecting client information, preparing and sending engagement letters, invoices, and retainer agreements. Responsible for monthly collections plans and maintaining digital client folders. Assisted in legal tasks such as preparing forms for cases, affidavits, and translations.

Oversaw the 360-degree sales process cycle including sales, customer service, billing, collections, and retention for Inbound and Outbound Contact Centers and B2B Channels. Monitored daily, weekly, and monthly reports to guide managers and supervisors, brainstormed strategies, and collaborated with the Marketing Strategic team on digital marketing campaigns. Actively sought new strategic alliances with companies (banks, cooperatives) to expand as a BPO with new services including sales, customer services, digital marketing services, insurance (massive, personal, commercial), collections, and software commercial solutions focused on B2B and Contact Centers. Key clients included Beetik BPO (Commercial Director, developed sales processes, built strategic alliances, created business plans, managed mass medical campaigns with PORSALUD, developed B2B and B2C channels for prepaid medical and commercial insurance, achieving significant monthly revenue), Pacific Capital Group (managed call center campaigns for various client lines like insurance, loans, credit cards, telemarketing; managed digital marketing campaigns, recruited, hired, and trained B2B channels, prospected and closed partnerships to expand BPO operations), and PORSALUD (managed B2B channel, built relationships, established strategic partnerships, developed market growth and country expansion strategies into Central America and Mexico, closed alliances with major companies).

Directed the entire sales and marketing organization, including contact center and B2B Channel. Developed multi-channel strategies, ensured proper training and development for sales associates. Set up outbound and inbound call center operations, including more than 20 policies and procedures, staffing, and training for a team of over 300. Launched a quality assurance structure and designed a performance management dashboard for KPIs (average handle times, calls per day). Achieved up to $500,000 annually in mass insurance sales ($42,000 monthly through Contact Center), and $59,400 monthly in outbound Contact Center financial sales services (credit cards, loans). Managed inbound B2B financial services generating $67,000. Led the B2B Channel for the Broker Insurance Company, including recruitment, hiring, and training programs. Launched a quality assurance structure for B2B and designed a management dashboard for KPIs (sales productivity, new leads by source, average lead response time, closed monthly deals). Achieved up to $480,000 annually in commercial insurance, life & medical ($40,000 monthly with B2B Inbound representatives). Inbound services generated a fixed monthly income of $12,000. Managed 360-degree cycles for Commercial Insurance (Sales, Customer Service, Billing, Collection, Payment). Established a Retention Unit for insurance operations to prevent cancellations and ensure client growth and portfolio expansion. Implemented a Quality Unit to ensure sales adhered to quality guidelines.

Oversaw a team of more than 40, including sales associates, supervisors, and relationship managers. Developed monthly, quarterly, and annual strategies and reported results to key management and executive staff. Developed the company from scratch to outgoing B2B, B2C, and Contact Center Channels. Developed processes, policies, and procedures in conjunction with operational, HR, and IT departments. Launched the entire sales organization, including B2B ($14,000 monthly), B2C ($3,000 monthly), and Contact Center Agents ($11,088 monthly), achieving $1,428,000 over 7 years. Directed teams that enrolled more than 26,000 members in PorSalud's pre-paid medical products over 7 years. Implemented a Coaching Program, developed B2B strategies to meet goals, and created digital marketing campaigns for lead generation. Managed follow-up leads and customer service (Inbound Calls & B2B visits). Established KPIs for each sales channel with a comprehensive dashboard. Negotiated contracts and growth plans with partners. Developed annual budgets and payment plans.

Developed business strategy and presented monthly results to the Marketing Manager, CEO, and Regional Management team. Coached and mentored supervisors and managers to improve sales performance. Implemented customer service and sales KPIs, increasing sales by over 460%, from 3,000 to 14,000 products annually. Launched 3 projects within the sales operation that improved customer service and strengthened agent upselling and cross-sales capacity.

Supervised sales teams in 2 contact channels, ensuring associates were fully equipped with credit card sales knowledge and company policies. Generated work plans, managed performance, and administered budgets. Grew the sales operation by 100% within 2 years, leading staff hiring and training processes, including mentoring, coaching, and overall professional development of supervisors and team leads. Led high-achieving teams responsible for 40% of credit card sales. Implemented a B2B strategy to bring the bank to companies, holding financial conferences to sell savings accounts, payroll accounts, credit cards, and loans based on filtered credit bureau databases. Additional experience as Merchandising Manager and National Sales Manager for Banco Uno.