Victor Gallegos Barrera

Customer Service and Operations Leader with 8+ years of experience managing multimarket, omnichannel contact center operations across North America and Europe. Led a team of 37 across in-house and Business Process Outsourcing (BPO) environments, improved Customer Satisfaction (CSAT) and response performance, maintained service levels under a 15% budget reduction, and oversaw three BPO vendor transitions. Skilled in KPI management, quality assurance, process improvement, customer journey optimization, executive reporting, and SaaS implementation.

Served as primary contact for high net worth clients.

Carrer break, caregiving (2025 – 2026)

Customer Operations Consultant (Independent Contractor) at FFA Financial (2024-09 – 2024-12)

• Redesigned contracting processes, eliminated redundancies, and established end-to-end process ownership, reducing policy resolution time from five to three business days.
• Standardized recordkeeping and database management practices using Google Workspace.
• Established quality assurance standards and performance metrics, introducing Customer Satisfaction (CSAT) measurement to monitor the customer experience.
• Served as the primary contact with SuranceBay during the SureLC implementation and coordinated the migration of 300 clients, including deployment planning and testing.
• Trained five internal staff and ten external partners on the SaaS platform and created instructional videos to support user adoption.
• Reviewed customer service call flows and representative interactions to improve rapport, operational efficiency, and the customer experience.

Customer Service Manager, North America and Europe at Immunotec (2022-03 – 2024-06)

• Led customer service operations across seven markets (USA, Canada, UK, Ireland, Italy, Spain, and Portugal), aligning operational execution with company and departmental objectives. Managed phone, email, web chat, WhatsApp, and web ticket channels in each market.
• Maintained service levels and customer satisfaction under a 15% budget reduction while handling 800+ daily interactions across all markets and channels, supported by a team proficient in English, Spanish, French, Italian, and Portuguese.
• Managed Business Process Outsourcing (BPO) relationships and oversaw transitions across three BPO providers, reaching target service levels within three months (CSAT 90%, Average Handle Time (AHT) 7:15 min, Service Level (SL) 90%).
• Led a team of 37 across in-house and outsourced operations: three Supervisors, four Team Leads, 15 in-house Customer Service Representatives, and 15 BPO agents.
• Supported the successful launch of the Italian market in collaboration with cross-functional teams.
• Reported operational performance, KPIs, and business insights to Directors, General Managers, and C-level executives to support business decisions.
• Analyzed customer data and partnered with Operations, Finance, Sales, and Marketing to identify customer pain points and improve the customer journey.
• Coached and developed employees, supporting career progression and promotions within Customer Service and into other business units.

Customer Service Supervisor, USA at Immunotec (2021-10 – 2024-06)

• Oversaw Quality Assurance and Team Lead operations, increasing the percentage of calls and chats answered within one minute from 83% to 90% and improving annual CSAT from 85% to 93%.
• Maintained contact channel availability and monitored omnichannel queues to prevent service disruptions.
• Prepared daily operational reports on team performance and contact volumes to support operational oversight.
• Resolved customer escalations and complex service issues with empathy and professionalism.
• Managed workforce scheduling and staffing for Team Leads, Customer Service Representatives, and BPO agents.
• Established and reviewed market-specific procedures and maintained internal and customer-facing knowledge bases.
• Trained and assessed team members on market-specific procedures and service standards.
• Communicated operational updates and ensured the team understood changing priorities, procedures, and requirements.

Customer Service Team Lead, USA at Immunotec (2020-01 – 2021-10)

• Monitored customer interactions in real time across multiple contact channels, providing feedback and coaching to improve service quality and adherence to procedures.
• Provided day-to-day operational guidance and support to Customer Service Representatives.
• Resolved customer support tickets and escalated complex issues to the appropriate teams.
• Monitored and reported daily team attendance to support staffing visibility and operational coverage.

Customer Service Representative, USA at Immunotec (2019-06 – 2020-01)

• Assisted customers through inbound and outbound phone, chat, and email channels.
• Managed customer inquiries and complaints through resolution, focusing on customer satisfaction and service quality.
• Documented and categorized customer interactions in Zendesk to maintain accurate CRM records and support case tracking.

Physics (Coursework, 8 semesters completed) in Physics – National Autonomous University of Mexico (UNAM) (2005 – 2010)