Lead Manager, Customer Service Implementation at SportyBet (2025-08 – 2025-12)
Led the end-to-end implementation of a customer service call center operation in Mexico for one of the fastest-growing sports betting platforms in LATAM.
- Led the end-to-end implementation of a customer service call center operation in Mexico for one of the fastest-growing sports betting platforms in LATAM.
- Adapted and localized SportyBet's Brazil CS model to the Mexican market, including regulatory alignment, tone-of-voice guidelines, escalation flows, and product-specific knowledge bases.
- Built and led a cross-functional development team in Mexico responsible for process design, quality frameworks, and tooling integration from the ground up.
- Defined and implemented the full operational structure: workforce planning, hiring profiles, training curriculum, KPI framework, and governance model tailored to the online gaming vertical.
- Established QA standards and calibration processes aligned with the brand's CX vision, achieving target quality benchmarks within the first 60 days of operation.
- Coordinated with Brazil headquarters to ensure strategic alignment while driving local autonomy and operational readiness in Mexico.
- Partnered with legal, compliance, and product teams to ensure CS operations met Mexican gambling regulation requirements (SEGOB framework).
Regional Operations Manager at Foundever (2022-04 – 2024-11)
End-to-end management of multichannel BPO operations with 1,200+ employees across Mexico, Colombia, and Costa Rica.
- End-to-end management of multichannel BPO operations with 1,200+ employees across Mexico, Colombia, and Costa Rica.
- Launched and stabilized a new BPO account from scratch, including hiring strategy, ramp-up, KPI framework, and operational governance.
- Led a direct leadership structure of 50 supervisors and 5 assistant managers across multiple sites.
- Increased CSAT from 3.0 to 3.9 through customer experience–driven operational strategies.
- Improved QA performance from 90% to 97% via structured bootcamps, calibrations, and continuous improvement initiatives.
- Reduced operational costs through process standardization and cross-country alignment.
- Primary point of contact for international clients, delivering daily and weekly reports and action plans in English.
- Used Salesforce for KPI monitoring, trend analysis, and data-driven operational decisions.
Team Leader at Foundever (2019-03 – 2022-04)
Managed daily operations and KPI delivery for teams of up to 30 agents across voice, chat, and technical support channels.
- Managed daily operations and KPI delivery for teams of up to 30 agents across voice, chat, and technical support channels.
- Supported large-scale hiring, training, and ramp-up initiatives for a new international account.
- Participated in the full operational lifecycle: recruitment, onboarding, performance management, QA alignment, and financial coordination.
- Implemented standardized operating procedures across LATAM sites.
- Partnered with clients on performance reviews and corrective action plans.
