Built the Technical Support department from zero: org structure, headcount, tooling, escalation workflows, SLAs, and KPI reporting (CSAT, FCR, response time, SLA compliance). Cut ticket resolution time 40% (48+ hrs -> 28 hrs) and stood up 24/7 phone coverage across multiple time zones; own the full account lifecycle for La Hacienda II (contracts, inventory, billing, collections, chargebacks).

Sustained a 95%+ average across the full contact-center KPI suite - ASA/SLRT, FCR, abandon rate, CSAT/NPS, AHT, schedule adherence, and SLA. Managed knowledge and content systems at scale, contributing to a 25% CSAT improvement through data-driven, cross-functional service strategy.

Implemented CSR 2011:3-aligned programs.

PR and marketing responsibilities.

Led a 16+ person multi-channel support team (CRM, Avaya, chat), organized into two brand-based pods across the four Inditex brands. Grew CSAT 20% within the first months in the role while holding First Call Resolution (FCR) at 97%; owned SLA compliance, shift scheduling, and QC.

Built the Lima Global Service Desk from scratch (prior footprint: Prague only) - hiring profiles, onboarding, evaluation system, KPIs/SLAs - reaching 26 engineers, 100% local talent. Delivered 80% staff turnover reduction and a 30% internal NPS increase; supported Windows, macOS, mobile, VPN, Citrix, and Office 365 across LATAM and Europe.