Edward Espinosa

Lead Account Manager

About

Insightful Information Manager with 11+ years of leadership experience including oversight of infrastructure, application support, improving customer experience, and driving overall operational improvements. Consistently saved costs while increasing profitable services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance, and support of complex systems. Excellent communicator and influencer in working collaboratively with operations and external departments leadership teams to define and accomplish project milestones. Detailed in developing creative business solutions, leveraging diverse methodologies, and delivering software engineering solutions for leading organizations. Highly adept in problem-solving, request for proposal development, technology needs assessments, and staff training.

Country

Colombia

City

Bogota

Industry

Outsourcing/Offshoring

Skill

Decision-Making, Customer Satisfaction (CSAT), Performance Transformation, Customer Satisfaction, Conflict Resolution, Optimizing Performance, Operations Process Improvement, Cross-departmental Coordination, High Impact Communication, Coaching & Mentoring, Contact Center Management, Compensation Negotiation, Leadership, Process Analysis, Operational Process Analysis, Contact Center Operations, Contact Center Consulting, Telephony, Customer Experience, Operational Efficiency

Experience

Lead Account Manager

BKPO Colombia (Co BPO SAS)

2022-4 - Present · 4 yrs 6 mos

Managed and optimized daily operations for a team of 80 contact center agents, consistently exceeding KPIs including FCR, CSAT, service quality, and productivity. Designed and executed efficiency strategies that reduced AHT/TMO, improved workflow structure, and increased agent performance. Conducted operational analysis and implemented process improvements generating a 15% reduction in overall operational costs. Strengthened cross-departmental collaboration to improve SLA compliance, reporting accuracy, and service delivery effectiveness.

Manager of Operations

BKPO Colombia

2022-1 - Present · 4 yrs 9 mos

Bogotá, Distrito Capital, Colombia

ACCM

2011-5 - 2022-4 · 11 yrs

Bogotá, Distrito Capital, Colombia

Account Manager

Teleperformance Colombia S.A

2011-4 - 2021-3 · 10 yrs

Led the rollout of a new CRM ecosystem, resulting in a 15% boost in agent productivity and a 10% improvement in customer satisfaction. Developed and delivered a full onboarding and training program that reduced ramp-up time by 20%. Managed an annual operations budget of $850M COP, completing all initiatives on time and within budget. Directed omnichannel operations (Chat, Email, WhatsApp) and integrated them into CRM infrastructure for a seamless customer experience. Led the implementation and continuous improvement of call center operations using HubSpot, Monday and CCMS, optimizing lead management. Integrated leading cloud-based telephony solutions (Vonage, Wolkvox, Zadarma) to enhance communication efficiency and performance visibility.