Darwin Aguilar

• Helped build the company from 0 employees to over 30 employees in 5 years, in two continents • Directed operations for BPO AGENCY, ensuring alignment with strategic goals. • Spearheaded project management initiatives, resulting in enhanced efficiency and productivity. • Cultivated strong client relationships to drive customer satisfaction and loyalty. • Implemented cost reduction strategies that significantly improved profit margins. • Fostered cross-functional collaboration to enhance team performance and operational effectiveness. • Direct responsible for recruiting, managing and developing remote employees for over 15 different clients

• Supervised daily operations, ensuring adherence to quality standards and efficiency benchmarks. • Spearheaded process improvements that enhanced productivity and reduced operational costs. • Developed and implemented effective inventory management strategies to optimize stock levels. • Managed vendor relationships, negotiating favorable terms to support operational goals. • Led cross-functional teams, fostering collaboration and driving performance metrics

• Led quality assurance initiatives to enhance service reliability and compliance with industry standards. • Developed and implemented training material aligned with quality control metrics. • Collaborated with operations teams to optimize quality processes and agent performance. • Analyzed performance metrics to identify trends and drive continuous improvement efforts.

• Conducted in-depth market research and analysis to support strategic decision-making. • Developed and implemented efficient interviewing protocols to enhance data collection. • Collaborated with cross-functional teams to align research outcomes with business objectives. • Trained and mentored junior interviewers to improve team performance. • Analyzed and presented insights to stakeholders, driving informed business strategies.

• Led and managed a team of call center representatives, driving performance improvements and ensuring high -quality customer service. • Developed and implemented training programs that enhanced team skills and reduced on -boarding time. • Managed escalations/investigations team for local site and led calibration calls with members of technology, fraud and product teams • Designed and implemented a retention strategy for non-retention agents with direct impact in client retention rates for local and global operations