Operatoins Mananger

Bilingüe Law – General Manager, International Division

Led the International Division of a legal services organization serving U.S.-based clients. Responsible for operations management, customer experience, service delivery, workforce planning, performance management, and business growth initiatives.

Implemented operational governance, quality controls, performance scorecards, and leadership development programs to improve efficiency, accountability, and client satisfaction. Managed customer-facing teams supporting legal intake, customer service, and legal support functions.

Key achievements included increasing EBITDA from 22% to 26% year-over-year, contributing to revenue growth, strengthening operational performance, and building high-performing teams focused on customer success and service excellence.

Tools used: Salesforce, Microsoft Office Suite, Teams, CRM platforms, workforce management, and reporting tools.

Iterum Connections – Country Manager

Led multi-site business operations supporting customer service, healthcare, quality, training, workforce management, and customer experience programs. Responsible for operational performance, client relationships, service delivery, and team development.

Worked closely with executive leadership to drive growth initiatives, improve operational efficiency, and support business expansion across multiple programs and locations.

Key achievements included scaling the organization from approximately 260 to more than 550 employees in less than two years, supporting significant revenue growth, improving operational performance, and strengthening customer service delivery across multiple business units.

Tools used: Salesforce, Five9, Microsoft Office Suite, Teams, workforce management tools, reporting, and analytics platforms.

Sutherland – Head of Quality, Customer Experience LATAM.

Led Quality Assurance and Training operations across Colombia, Mexico, and Jamaica, supporting large-scale customer experience programs for global clients. Managed Quality Managers, QA Analysts, Trainers, and performance improvement initiatives across the region.

Responsible for quality strategy, training development, coaching programs, customer experience improvement, process optimization, and operational excellence initiatives impacting thousands of employees and customer interactions.

Key achievements included supporting 21% regional account growth between 2020 and 2021, increasing overall Customer Satisfaction (CSAT) from 81% to 87% in one year, and maintaining positive Net Promoter Score (NPS) results across all campaigns throughout 2021.

Tools used: Salesforce, quality management systems, reporting and analytics tools, Microsoft Office Suite, Teams, and performance management platforms.