Husband to an amazing wife and father to five fantastic children, he has learned to love life and always live each day to its fullest. As the COO of a global BPO and ITO company he is always on the move. With multiple direct reports and P&L accountability at his fingertips, being process driven and data focused predicts his success. He is a leader in the industry, having taken on dying locations, sick accounts, and struggling leadership and turning them all into profit powerhouses. Having worked in every position in a contact center from the ground up, he knows what it takes to have success. He is passionate about training, having designed multiple sales and leadership development training programs increasing performance 200%. Fluent in Spanish and a deep understanding of the Latin Culture, with 11 years experience living in Latin America. In addition he has managed centers in Europe, Germany, Philippines and the Domestic US. Experience launching contact centers from the ground up in the USA and Latin America. Not to mention overcoming more than one crisis with contact centers that have burned to the ground or shut down by pandemic and still achieving little to no downtime. This quote from Henry Wadsworth Longfellow best reflects his commitment to life, family, and performance: "The heights by great men reached and kept were not attained by sudden flight, but they, while their companions slept, were toiling upward in the night."
As a leader in the industry, Focus Services recognizes the need to properly screen bilingual candidates to ensure excellent customer experience. This session highlights how Focus Services utilizes automated assessments by Emmersion to take speed, accuracy, affordability, and scalability of language screening to the next level.