Ximena Munoz Sanchez

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Head of Customer Success & Growth

Colombian Outsourcing Solutions - (GroupCOS)

Aug 2023 - Current (1 year 10 months)

Lead the expansion of Nearshore client partnerships, driving headcount growth and strategic collaborations with U.S.-based BPOs and brokers. Work closely with operations to exceed performance metrics, enhance client confidence, and unlock new business opportunities. Oversee organizational readiness across Talent Acquisition, Operations, Training, QA, Workforce Management, Reporting, and Continuous Improvement to support nearshore standards and future scalability in Colombia and beyond.  Expanded client portfolio with 6 new logos and grew headcount from 44 to 717 by leveraging GroupCOS expertise in telesales, customer care, and back-office operations.  Diversified client base by securing 2 startup partnerships with specialized ser

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Site Director & Director of Operations Banking

Concentrix Services Colombia S.A.S.

Oct 2021 - Oct 2022 (1 year 1 month)

Responsiblefor Customer Experience, Service Delivery & Customer Management of clients related to Banking, Fintech and Insurance clients served in English. Member experience, Disputes/Frauds and Collections among other LOBs. Accountable for financial results (Revenue & GM), quarterly CSAT (Client Satisfaction) survey result, and ESAT (Employee Satisfaction). Responsible of day to day Productivity (absenteeism, attrition, shrinkage, occupancy, agent productivity, spam of control) and performance (NPS, SL, FCR, QA Score, Compliance and Regulatory, PTP, KEPT, Cash Collected, retention) KPI's targets. Make sure that the client expectations are exceeded and that the agents are happy and comfortable doing the job. In charge of facilitating corpora

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Senior Operations Manager

Teleperformance Colombia

Nov 2019 - Apr 2021 (1 year 6 months)

Leaderof WAHA (working from home) achieving financial targets above 45% GM and performance (AHT, ASA, etc) and quality (CSAT, IR, QA, FTR) KPI's targets while assuring information security stardards, low absenteeism and turnover rates. Responsible for leading MBR & QBR meetings with the clients. Accountable for continuous improvement projects pipeline to enhance the productivity and efficiency of the operation. Managing more than 1 campaign at the same time. Create a collaborative teamwork environment between all areas Operations, WF, Training, QA, Reporting, IT and HR to have a team of excellence. Examples of results achieved: •Capacity of adapt to the client needs, language classes successfully delivered hiring the specific profile of ag

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Owner and Shareholder

Yogudi (Yumorama) SA DE CV

Jan 2018 - Jan 2020 (2 years 1 month)

FrozenYogurt Parlour in Monterrey and Saltillo, Mexico. Director of the total overhaul of company infrastructure, organization, processes, policies, finances, operations, and supplier relations from the ground up. Leveraged extensive business development expertise to establish strong working partnerships, identify growth opportunities, and catapult revenue generation. Businessdid not survived to the pandemia in 2020. PROFESSIONALEXPERIENCE, CONTINUED

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Business General Manager, Industrial Safety, First Responder & Electrical Safety

Honeywell Colombia S.A.S.

Jul 2015 - Mar 2017 (1 year 9 months)

Strategistand sales and marketing leader for LATAM, excluding Mexico and Brasil. Instrumental member of the Regional Senior Management Team. Directed all divisional aspects, including strategy, growth positioning, sales, marketing, and distribution partner management. Advanced objectives that maximized performance, efficiency, and effectiveness, while minimizing costs. Spearheaded change initiatives in product mis and pricing that elevated market share and brand positioning. •Led, developed, and mentored 20 cross-functional staff, overseeing $27M+ in profits. Recruited and onboard diverse personnel, doubling staff within 18 months to support growth across positions (Sales, Technical Sales, Customer Service, and Tech Support). •Extended th

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Senior Account Manager, Functional Multifoods (Solae) & Dietary Supplements

DuPont de Colombia S.A.

Jul 2013 - Jul 2015 (2 years 1 month)

Led the go-to-market strategy for functional ingredients such as soy protein, soy blends, polydextrose, probiotics, phytoesterols, and dietary supplements. Specialized in consultative sales to clients in the pharmaceutical and nutrition industries. •Improved project pipeline with customers by 34% YOY with a 23% conversation rate. •Appointed Regional Beverage Industry Representation, partnering cross-functionally with Marketing, Innovation, Nutrition and Health units exceeding $10M profit objective. •Brainstormed and planned custom solutions for key customers, including follow-up

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Business Manager

Solae Specialty Protein

Jan 2012 - Jan 2013 (1 year 1 month)

Executed revenue generation and business development action plans for the start-up division of Solae Specialty Proteins. Pioneered operations, omni-channel marketing solutions, supply chain processes, HR administration, strategy development and full P&L accountability. •Helmed management of $6M+ in revenues and a 37% increase in sales by leveraging relationships to enable development and growth. Optimized high-profile accounts for clients such as: Lafrancol, Grupo Nutresa, Alpina, and Alqueria. •Recipient of a second DuPont Sales Excellence Award (2013). Essential contributor on the Leadership Team. •Champion of growth initiatives in the food industry across Colombia as a strategic leader on the Workstream of Nutrition group.

Ximena Munoz Sanchez

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Ximena's behavioral traits
Ximena's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.