Gilda Sáenz

Operations Manager with 10+ years of experience leading high-volume Call Center operations (+100 FTE), specializing in Customer Service, Collections, and end-to-end operational management. Expert in KPI optimization, operational efficiency, and high-performance team development. Strong background in structured collections strategies and coordination with legal teams, ensuring portfolio recovery and regulatory compliance.

Additionally experienced in talent management and organizational development, contributing to attrition reduction and leadership pipeline strengthening.

GENERAL MANAGER | CALL CENTER OPERATIONS at FAMSA INC (2016-01 – Present)

Responsible for the strategic and operational leadership of the Call Center, managing Customer Service, Collections, and Legal functions within a high-volume environment.

• Led operations of 100+ FTE (agents, supervisors, and support staff)
• Managed KPIs: SLA, AHT, CSAT, QA, abandonment, productivity, and attrition
• Workforce planning including forecasting and headcount management
• Designed and implemented collections strategies
• Coordinated with Legal teams to ensure regulatory compliance
• Developed middle management and organizational structure
• Increased portfolio recovery by +25% annually
• Reduced aged account backlog by -30%
• Improved SLA from 88% to 96% within one year
• Reduced AHT by -15% without impacting quality
• Decreased attrition by -18%
• Increased agent productivity by +20%
• Improved CSAT from 82% to 91%

AGENT → TEAM LEADER → OPERATIONS SUPERVISOR at TELEPERFORMANCE (2006-01 – 2009-01)

Fast internal growth within a high-volume operational environment based on performance and leadership.

• Managed operational teams and KPI performance (AHT, CSAT, QA, SLA, adherence)
• Monitored team and individual performance metrics
• Implemented continuous improvement plans based on performance gaps
• Provided coaching and structured feedback
• Handled escalations and coordinated with support areas
• Participated in onboarding and training processes
• Promoted internally within less than 3 years
• Improved team productivity by +18%
• Consistently achieved top performance across KPIs
• Contributed to development of new operational leaders

OPERATIONS SUPERVISOR / TEAM LEAD at ARVATO (BERTELSMANN) (2009-01 – 2016-01)

Responsible for supervising bilingual, high-volume customer service operations.

• Managed teams of 15–30 agents
• Monitored and improved operational KPIs
• Delivered individual and group coaching
• Handled escalations and quality processes
• Supported recruitment and talent development
• Improved team performance by +22% across KPIs
• Reduced absenteeism by -15%
• Achieved >95% adherence rates
• Developed talent with 5+ internal promotions to leadership roles

Bachelor's Degree in Law and Criminology – UANL (School of Law and Criminology) (2007-01 – 2013-01)