Guilly Perea

Background

About Guilly Perea

As an experienced Consultant and Contact Center Director my focus and enthusiasm are customer satisfaction and loyalty through process and service improvement. My experience in business strategies includes, but is not limited to: restructure business for process optimization and product delivery drive strategies to align with road-map, streamline processes and reduce cost create initiatives to drive revenue and enhance CX manage loyalty surveys and drive related improvement manage budget, variance, increase/decrease/reallocation As call center Director I have driven initiatives in the areas of: CX improvement through existing and increasing channels supplier relations and contract negotiations (air/car/hotel, BPO, telephony systems, QA) project management for business development (RFP, SOW, MSA) IVR systems, WFM processes to meet SLA/KPI, online payment solutions, statistical analysis curriculum development, training, quality, NPS focus to drive CX and CSAT I drive results by engaging employees in the corporate mission, providing empowerment and ownership training, all resulting in dedication to success. As a leader of multicultural teams I engaged in, and instituted, diversity programs to drive awareness. My bi-cultural background (US/Dominican Rep/Mexico) and fluency in Spanish are instrumental in expanding my circle of influence.