Sergio Andres Gutierrez
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Global Head of LX Operations
Colombia
Résumé
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Global Head of CX OperationsKodlandOct 2025 - Current (1 year)Lead CX operations across 8 regions (LatAm, Brazil, MENA, Asia, Europe, USA, GCC and CIS), overseeing Customer Support and Internal Sales teams end to end.
Direct a global Quality Assurance team, standardizing quality criteria and calibration across all regions.
Build and standardize operational playbooks across regions, aligning multi country teams onto common processes while accounting for regional and language specific nuances.
Drive automation and AI assisted tooling within Depts. (multi agent architectures, quality audit pipelines, sales diagnostic tools), reducing cost and improving operational efficiency.
Report directly to the CPO, leading a network of regional heads across the Globe.- Site DirectorConnextJan 2025 - Dec 2025 (1 year)Oversee end to end site operations including HR, recruitment, finance, payroll, IT, operations and facilities, ensuring excellence and compliance with both global standards and Colombian regulations, drive headcount growth and site scalability in alignment with business forecasts and build partnerships with local talent and government organizations, represent the company in regulatory matters and audits, lead policy development and legal compliance processes, including local labor regulations and health & safety.
- Site ManagerTeleperformanceOct 2022 - Jul 2024 (1 year 10 months)Responsible for overseeing operational performance, financials, and client relationships in the Dominican Republic, managing a budget of more than USD $20 MM/year. Leading a team of over 1,500 operational staff across various industries including telecommunications, healthcare, retail, and hospitality, Dedicated to driving operational excellence and ensuring client satisfaction. Developing and maintaining strategic partnerships with clients to drive business growth, while also identifying areas for improvement, analyzing trends, and implementing corrective actions to optimize performance. Lead cross-functional teams in areas such as HR, WFM, Training, QA, Recruitment, IT, and Finance to ensure seamless operations and sustainable cost balanc
- Director Of OperationsKonectaMar 2022 - Oct 2022 (8 months)Spearheaded operational initiatives across multiple sites in the nearshore market, including Medellin, Bogotá, and Puebla - Mexico. With a focus on delivering operational excellence and driving business growth, managed a budget of more than USD $9.5 MM/Year and led a team of over 1,000 staff members to ensure compliance with corporate KPIs and client requirements. Overseeing day-to-day operations, optimizing processes, and implementing innovative solutions to enhance efficiency and productivity. Played a key role in client communication and relationship management, collaborating with the Konecta US team to drive continuous improvement and achieve corporate KPIs. Through strategic leadership and cross-functional collaboration, I contributed
- Director of OperationsTeleperformanceDec 2018 - Aug 2021 (2 years 9 months)Led a team responsible for managing inbound operations, back office functions, social media engagement, and multilingual customer service lines across multiple sites in the Dominican Republic and Colombia. With a focus on delivering exceptional client service and driving operational excellence, managed a budget and resources linked to the operation to ensure compliance with key performance indicators (KPIs) and client requirements.
- Account ManagerTeleperformanceFeb 2016 - Dec 2018 (2 years 11 months)Led a high-performing team, driving operational excellence through coaching and innovative action plans.
Streamlined resources to maximize gross margin and instituted customer experience programs, achieving higher satisfaction and quality standards. - Operations ManagerJazztelMay 2014 - Feb 2016 (1 year 10 months)Managed a sales team of 120 agents, overseeing payroll and delivering targeted coaching to optimize performance.
Launched new sales segments, significantly enhancing service positioning and driving substantial improvements in key metrics. - Operations ManagerArvatoNov 2012 - Dec 2013 (1 year 2 months)
- Team LeaderAtento ColombiaFeb 2009 - Nov 2012 (3 years 10 months)
Education
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- Ingeniería industrialUniversidad Santo Tomás Colombia
- Habilidades gerenciales para la dirección efectiva en empresas de Contact centers y BPOCESAJan 2016