Sofía Ibarra

● Successfully leading a team of 300+ team members in United States including Operations and Support Areas ● Manage over 10 lines of business with different stakeholders across different verticals such as tech support, customer service and sales ● Create action plans and strategies to remediate and create a sustainable and consistent performance and engagement ● Collaborate with support areas and engage them to drive these plans and strategies ● Best practices sharing between Geos to improve performance and engagement ● Hiring and onboarding of Management and Senior Management in United States ● Drive financial results through revenue generation and efficiencies ● Engage in Request for Proposals to create new opportunities in the business providing expertise ● Successful implementation of shared lines of business remotely by promoting collaboration between sites

● Successfully led a team of 400+ team members ● Manage two main business with different LOBs and stakeholders across different verticals such as tech support, concierge services and lead generation ● Created action plans and strategies to remediate and create a sustainable and consistent performance and engagement ● Engaged support areas in the creation of these plans and strategies ● Best practices sharing between Geos to improve performance and engagement ● Collaboration during summits with other sites and vendors ● Hiring and onboarding of management roles ● Drive financial results through revenue generation and efficiencies ● Engage in Request for Proposals to create new opportunities in the business providing expertise ● Successful implementation of shared lines of business remotely by promoting collaboration between sites ● Championed and mentored Lean Six Sigma projects to drive innovation and workflow improvement ● Developed and transitioned business smoothly to two leaders

● Led a team of 300 team members locally ● Managed one line of business oriented to tech support ● Expanded this business to different campaigns related to concierge services and lead generation verticals ● Strategic action plans to drive performance and team member engagement ● Successfully drove positive financial results ● Championed Yellow Lean Six Sigma Projects to drive efficiencies

● Led a team of 100 team members in El Salvador ● Shared management and collaboration within one main line of business which later expanded to other campaigns ● Developed tactical actions to drive sustainable performance ● Gained expertise through rotating verticals related to engagement, attrition, development and finances ● Lean Six Sigma Green belt certification leading a revenue assurance project with substantial financial results

● Led a team of 3 business analysts locally ● Supported in the creation and delegation of projects and initiatives to drive efficiency and performance ● Provided business insights and recommendations to Operations ● Created business reviews with a specific focus on added value from the Operations to the clients ● Created reports and visibility to drive operational excellence ● Developed scorecards that adapted the needs of clients to the operational metrics