Laura Gonzalez

With over a decade of experience in the BPO industry, lead customer service and process improvement initiatives for Latin America. I partner with technology teams to identify and resolve customer journey pain points, increasing NPS and satisfaction by 15% and 20%, respectively. Oversee the automation and standardization of processes and coaching structures, enhancing efficiency and quality by 25% and 30%, respectively. Experience managing client relationships and expectations, ensuring that SOWs, priorities, and business needs are met. Collaborate with other support areas, such as HR, Recruitment, WFM, Training, IT, to coordinate staffing changes and resolve issues. I motivate and empower my teams through relationship building, real-time coaching, and incentive programs. I design and implement career paths and development opportunities for my staff, while controlling attrition and retention rates. My goal is to deliver high-quality customer service and process transformation that drive business growth and customer loyalty.