Vincent Tierres, EMBA

In the COO role, I am responsible for day-to-day enterprise execution across all delivery models, ensuring operational rigor, financial discipline, and scalability as the organization grows. My focus is on strengthening operating cadence, clarifying ownership across functions, and building systems that support consistent performance across clients and geographies. I work closely with executive leadership to operationalize strategic initiatives, improve predictability, and ensure the organization is positioned to scale without sacrificing quality or control.

I progressed through expanded Vice President responsibilities, beginning with oversight of U.S. site operations and nearshore delivery before assuming accountability for Client Services and offshore execution. Early focus areas included correcting sustained performance gaps, reversing recurring penalties, and standardizing operating models across locations. As scope expanded, I led delivery expansion initiatives, rebuilt leadership structure, and supported revenue growth through improved execution consistency. During this period, the organization generated meaningful profitability improvements and incremental revenue while strengthening operational predictability and client confidence.

As Site Director, I led all aspects of site operations for a multi-million-dollar portfolio, managing over 300 employees with full accountability for performance, staffing, and budget. I implemented structured leadership rhythms and accountability mechanisms to address escalations, attendance challenges, and attrition. These changes resulted in a 50% reduction in client escalations within three months, improved attendance by double digits, and materially lower attrition through increased engagement and leadership effectiveness.

In the Operations Director role, I was responsible for improving operational performance across multiple lines of business while developing leadership capability and strengthening client relationships. I focused on improving forecasting accuracy, managing shrinkage and attrition, and reinforcing execution discipline across campaigns. These efforts contributed to improved results across core client metrics, increased leadership effectiveness, and stronger operational control during periods of change and growth.

As Director of Site Operations, I held full P&L responsibility for a $15M operation and led a large-scale contact center with over 450 employees. I was responsible for driving both top-line growth and bottom-line performance while building a strong leadership foundation to support rapid expansion. I successfully scaled the site from a single program with 100 agents to multiple programs exceeding 450 agents, increasing monthly revenue from approximately $350K to $1.3M within six months. Through disciplined execution, leadership development, and operational controls, the site improved profitability by over 150% year-over-year while maintaining performance stability during periods of aggressive growth.

In the Program Manager role, I led day-to-day operations across multiple teams, managing supervisors and driving performance against client service, quality, and productivity goals. I focused on improving operational consistency through structured business reviews, data-driven performance analysis, and targeted action planning. My leadership contributed to improved staffing stability, reduced absenteeism, and stronger performance trends quarter over quarter. I partnered closely with leadership to identify risks, implement corrective actions, and ensure sustained improvements across program metrics.

As Director of Account Services, I was responsible for overseeing client delivery, leadership execution, and operational performance across assigned service orders. I drove improvements in employee engagement and operational effectiveness by implementing streamlined validation processes, standardized management procedures, and leadership development initiatives. These efforts resulted in a 100% reduction in validation rejections within the first quarter and a measurable decrease in attrition of approximately 80%. I also led initiatives that increased headcount from under 50 to over 400 employees within six months, while improving morale, strengthening client relationships, and ensuring consistent service delivery during periods of rapid growth.

In the Senior Sales Manager role, I led full sales-cycle execution while overseeing customer retention initiatives tied closely to service delivery and operational performance. I partnered cross-functionally with operations, quality, and production teams to ensure sales commitments translated into measurable results. Through focused performance management and immediate corrective action, I improved conversion rates and sales outcomes while maintaining strong client satisfaction across multi-million-dollar accounts.

As Sales Manager, I was responsible for managing daily sales performance, coaching front-line leaders, and driving accountability across production teams. I implemented performance tracking and coaching routines that improved sales consistency and elevated team output. These efforts contributed to stronger quota attainment, improved morale, and sustained performance gains across assigned campaigns.

In this role, I managed branch-level operations with responsibility for staffing, performance management, and client delivery. I focused on building operational structure, strengthening leadership execution, and improving employee engagement. Through targeted leadership development and improved process discipline, the branch achieved stronger performance stability, improved retention, and higher overall productivity.

As Production Manager, I oversaw daily operational execution, including scheduling, quality assurance, and performance management. I introduced structured coaching and performance review processes that improved productivity and quality outcomes. These initiatives helped stabilize production results and laid the groundwork for future leadership scalability within the operation.

In the Operations Team Leader role, I directly managed front-line staff, focusing on coaching, performance improvement, and employee development. I emphasized accountability, skill development, and consistent execution, contributing to improved individual performance and team-level results. This role provided foundational leadership experience that shaped my approach to people development and operational discipline.