Eric Esquivel

Background

About Eric Esquivel

With 20+ years of customer service and contact center leadership across diverse cultures and teams, I bring deep expertise in delivering world-class customer experiences while improving efficiency and meeting aggressive business goals. Leadership: I align team vision and execution with company strategy. I’ve led culturally diverse teams to consistently exceed expectations, balancing empathy with accountability to create standout internal and external experiences. Strategy: I’ve driven multi-million dollar savings through creative problem-solving—reducing call-in rates, improving quality, and building smarter knowledge-sharing systems. I manage everything from IVR development and call routing to boosting self-service adoption. Workforce Management: I specialize in force-to-load staffing, forecasting, and intraday execution across voice, chat, and offline channels. I led the buildout and operation of a 24x7 National Command Center supporting over 35 million lines of service. Operations: A bilingual leader with hands-on coaching experience, I’ve improved agent performance, increased revenue per call, and tightened handling time—while keeping quality high. I’m fluent in contact center platforms, systems rollouts, and technical support processes. Strategic Partnerships: I’ve overseen large-scale BPO partnerships and transformation projects, ensuring third-party performance meets or exceeds internal benchmarks. I know how to get results through others, without sacrificing quality.