Ricardo Antonio López Corado Ing. en sistemas

Pricing Analys

Passport

Dec 2025 - Current (10 months)

At Passport Global, I handled the full pricing and quoting process for new and existing clients, working under tight 24-hour turnaround targets that I met more than 90% of the time. Every quote required me to work through the client's PLD, pull in competitor rates when available, and build a rate structure that balanced our costs against a target margin, all while answering hard questions about projected volume, savings percentage, and ARR. I designed and deployed end-to-end workflow automations, including using Google Sheets with ChatGPT to cut pricing/margin analysis from 4 hours to under 30 minutes, and Parabola AI to automate raw PLD data formatting, reducing a 1-hour task to 20 minutes. I authored SOPs for these workflows to ensure con

Analista de operaciones

Cartful Solutions

Jun 2024 - Nov 2025 (1 year 6 months)

At Cartful I was responsible for keeping our portion of the client's storefront running without issues for brands like Hoka, Lululemon, Skechers, Shiseido, and GoPro. This included managing product syncs, resolving API/integration errors, and coordinating with developers on Figma-based designs. I integrated core DTC marketing infrastructure like Klaviyo and Zapier, and maintained GA4 reporting for revenue and conversion tracking. I designed and deployed high-complexity automation logic for a product-recommendation quiz (quiz-to-purchase) for a major cosmetics brand, utilizing conditional branching to match customer answers to product recommendations. I improved how we documented cases, making sure every client I managed had clear SOPs and n

Negociador principal

Icon Solutions Group S A

Aug 2023 - May 2024 (10 months)

I worked for a law firm that helps clients settle debt, managing a portfolio of over 3,000 accounts that had gone dormant for six years and needed to be reactivated. My job was to reach out to creditors and negotiate settlements on behalf of our clients, using funds the firm held in escrow for that purpose. Once a deal was reached, I made sure the paperwork was accurate before handing it off to the team responsible for processing payments and communicating with the client. I also kept management updated weekly on how the portfolio was progressing and what shape it was in overall. The role wrapped up once we'd settled more than 70% of the portfolio and the firm decided to write off what remained, at which point they weren't able to place me

Supervisor del servicio de atención al cliente

Natera

May 2020 - Jul 2023 (3 years 3 months)

I joined Panamericom for standard voice training, but my questions and background in customer service and BPO leadership got me promoted quickly, and I ended up helping build the department from the ground up. I managed sensitive billing conversations for Natera, resolving complex chargeback disputes for patients facing unexpected genetic testing charges while maintaining calm, positive relationships. I improved customer experience by redesigning scripts and documentation, which raised first-call resolution from 60% to 85%. I also helped launch a new chat and email line of business, retrained the team using a new FAQ system, and optimized staffing by merging departments. On the people side, I made it a priority to be available for my team,

Supervisor de operaciones

Conduent

Nov 2018 - Jul 2021 (2 years 9 months)

I was promoted to supervisor on the Royal Caribbean account, where I oversaw daily operations and supported agents on escalated calls and general questions. Audits were a big part of the role. I reviewed agents weekly against quality standards and tracked KPIs like hold time, AHT, attendance, adherence, QA, and CSAT, then built monthly reports for management summarizing each team's performance and outlining what we'd keep doing or change going forward.

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Supervisor del servicio de atención al cliente

Atento Guatemala

Sep 2016 - Oct 2018 (2 years 2 months)

I was promoted to supervisor on the BBVA account just three weeks after finishing training. From there I supported agents with process questions, audited for QA, AHT, hold time, attendance, adherence, and CSAT, and ran weekly check-ins with the team to review progress. I also reported agent metrics up to management for their bonus calculations.

Supervisor de turno

TELUS International Central America

Jun 2014 - Apr 2016 (1 year 11 months)

I started as an agent at TELUS and was promoted to supervisor after about a year, once I'd fully mastered the product and systems, having already tested myself by shadowing my supervisor and working floor support. As supervisor I managed team metrics and schedule adherence, audited both voice calls and backoffice work handled through Salesforce, and tracked AHT alongside order handling time for the backoffice side. I gave agents regular feedback on their audits, reported connection time and adherence for bonus purposes, and ran weekly one-on-ones with every agent to talk through their progress and coach them on best practices, something that was standard practice across most of these BPO roles in Guatemala.

Representante del servicio de atención al cliente

TELUS International Central America

Dec 2010 - Aug 2016 (5 years 9 months)

I started as an agent at TELUS and was promoted to supervisor after about a year, once I'd fully mastered the product and systems, having already tested myself by shadowing my supervisor and working floor support. As supervisor I managed team metrics and schedule adherence, audited both voice calls and backoffice work handled through Salesforce, and tracked AHT alongside order handling time for the backoffice side. I gave agents regular feedback on their audits, reported connection time and adherence for bonus purposes, and ran weekly one-on-ones with every agent to talk through their progress and coach them on best practices, something that was standard practice across most of these BPO roles in Guatemala.

Ricardo Antonio López Corado

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Ricardo Antonio López Corado

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Behavioral traits