Although not something I've formally included on my resume, I’ve been consulting for call centers for nearly two decades. While I never pursued consulting as a full-time career due to the demands of extensive travel and having young children, I’ve always had a passion for optimizing contact centers and helping organizations reach their full potential.

My journey began in 2008 when I worked with the Organizational Development Institute in Buenos Aires, Argentina. There, I assisted clients in establishing BPO agencies with a focus on Spanish and bilingual agents, supporting major brands like Google and Microsoft. The experience of setting up these contact centers was both challenging and rewarding, and I learned invaluable lessons that continue to shape my approach today.

Recently, I’ve re-entered the consulting space to share proven strategies in a world that often falls short of delivering exceptional management and performance. I specialize in helping organizations transform their contact center operations, with a focus on businesses of all sizes—from 10 to 2,000 agents. My expertise includes implementing effective processes, ramp-up plans, and CSAT-driven strategies across sales, service, and collections programs.

If you're looking to elevate your call center performance and implement winning strategies, I’d be happy to discuss how I can help. Feel free to reach out for questions or initial consultations.