Juan Rosario

As the Director of Business Development at OutPLEX, I drive strategic growth by identifying new opportunities, forging strong partnerships, and delivering innovative BPO and digital transformation solutions. My focus is on helping businesses, ranging from scaling businesses to established enterprises enhance customer engagement through AI-powered automation, omnichannel communication, and high-quality professional services. Key Responsibilities: • Expanding OutPLEX’s market presence across diverse industries • Developing tailored customer experience and AI-driven automation solutions • Leading professional services initiatives to optimize client operations • Building and managing relationships to drive revenue and long-term success • Overseeing a high-performing sales team to execute growth strategies Passionate about leveraging technology, data, and people to create scalable, results-driven customer engagement solutions.

• Led operations for 400+ employees, managing multiple high-impact programs across retail, insurance, and e-commerce industries. • Reduced abandoned call rates from 8% to 1.14%, optimizing CX for a global cosmetics retailer. • Boosted sales conversion rates by 53% by deploying tech-driven service improvements, including chatbots, IVR, and intent-based routing. • Scaled digital support solutions, increasing messaging volume by 130% and reaching 200,000+ monthly customer interactions. • Implemented AI-driven automation, improving bot efficiency from 39% to 61% while maintaining service quality. • Enhanced case processing efficiency by 32.5%, reducing escalation errors by 78.8% and cutting backlog caseloads by 66.2%. • Drove cost savings, reducing labor costs by 50% through nearshore operations and optimizing workforce allocation. • Led training and process transformation for 500+ agents, enhancing workforce productivity and knowledge retention. • Expanded business scope, successfully launching additional LOBs and scaling operations based on client performance benchmarks. • Partnered with executive leadership & clients, aligning operational strategies with business growth, CX improvement, and digital transformation goals.

Operations & Team Leadership: Directed daily operations across six lines of business for multiple partners, managing over 200 employees, including a staff of 10+ direct reports. Oversaw full-cycle HR functions such as recruitment, training, performance monitoring, and compensation planning, establishing clear job expectations and fostering continuous professional development. Strategic Process Improvement & Client Relations: Collaborated with executive leadership to develop and implement robust policies, procedures, and systems that enhanced production, productivity, quality, and customer service. Conducted workflow analyses and executed process improvements based on comprehensive audits and trend evaluations, while nurturing strong client relationships and consistently exceeding service expectations.