Ximena Li

Operations and Customer Experience leader with 6+ years of progressive contact center experience, from customer service to frontline leadership and operations management. Experienced in leading supervisors and agents, KPI management, performance coaching, workforce adherence, scheduling, payroll coordination, reporting, customer experience, and continuous improvement. Demonstrated ability to turn operational data into action plans and measurable performance gains in fast-paced, target-driven environments.

Operations Leader - Teleperformance SAC

(2026-03 - 2026-07)

• Led operational performance and frontline leadership for a customer service operation, providing direction and follow-up to 4 Supervisors.
• Monitored KPIs, identified performance gaps, and converted operational trends into action plans focused on productivity, adherence, attendance, and customer experience.
• Coached and challenged supervisors on performance management, root-cause analysis, accountability, and execution of improvement plans.
• Delivered measurable gains: ABS 13% to 6%, adherence 86% to 95%, and B2P 79% to 89%.

Interim Operations Manager - Teleperformance SAC

(2024-01 - 2024-12)

One-month vacation coverage

• Assumed Operations Manager responsibilities during temporary management coverage, supporting supervisors and overall operational performance.
• Reviewed performance reports and KPI trends, identified risks and opportunities, and coordinated corrective actions with frontline leadership.
• Maintained operational continuity, leadership communication, and follow-up against business and client expectations.
• Prepared and reviewed operational reports, monitored KPIs, and identified opportunities to improve performance.
• Supported leadership with data analysis, problem solving, action-plan follow-up, and operational decision-making.

Bilingual Customer Service Supervisor - Teleperformance SAC

(2021-11 - 2026-03)

• Managed a 15-person bilingual customer service team, including coaching, performance management, scheduling, payroll coordination, and daily operational support.
• Developed representatives through structured coaching and KPI follow-up to improve productivity, quality, customer experience, and target attainment.
• Handled escalations and provided operational guidance to support effective customer issue resolution.
• Used reports and performance data to identify trends, prioritize opportunities, and track improvement actions.

Bilingual Customer Service Representative - Teleperformance SAC

(2020-04 - 2021-11)

• Provided customer service in English to North American and worldwide customers through phone interactions.
• Resolved product questions, handled complaints, and maintained customer focus in a high-volume service environment.

Customer Service Representative - Majorel SAC

(2019-11 - 2020-04)

• Provided customer service in Spanish through phone and email support.
• Assisted customers with questions and service requests while maintaining service and customer experience standards.

Statistics and Informatics Engineering - Statistics and Informatics Engineering - Universidad Nacional Agraria La Molina (2017-01 - 2020-12)