Rescuing stray dogs and cats
ERNESTO BELTRÁN LÓPEZ
CALL CENTER DIRECTOR | OPERATIONS & CUSTOMER EXPERIENCE LEADER
CDMX
Summary
Results-driven operations executive with over 22 years of experience leading large-scale contact centers across diverse sectors, including financial services, telecommunications, travel, technology, and hospitality. Expertise in transforming underperforming teams into high-performing, revenue-generating operations through strategic leadership, structured coaching, and process improvement. Proficient in multi-site operational management and workforce optimization, with a strong background in B2B/SaaS sales and digital customer experience. Recognized for driving multimillion-dollar performance improvements and creating operational stability in high-growth environments while managing teams of up to 3,000 employees across the U.S., Mexico, and LATAM.
Overview
22
22
years of professional experience
1
1
Language
Work History
Operations Customer Service Manager
Consulting Services VERIZON (Foundever / TechMahindra)
02.2025 - Current
- Verizon – Telecommunications
- Self-motivated, with a strong sense of personal responsibility.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Provide consulting support to enhance customer service operations for Verizon USA's telecommunications clients. Analyzed service workflows, identifying performance gaps, and proposing process improvements to increase customer satisfaction, reduce resolution time and improve service quality across voice, chat, billing, data and tech-support channels.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
|Operations Manager
RESORT CONDOMINIUMS INTERNATIONAL (RCI)
09.2021 - 11.2024
- Led sales operations supporting U.S. and Canada markets through inbound/outbound contact strategies.
- Managed full sales cycle: lead generation, prospecting, contracts, renewals, and account expansion.
- Built strong client relationships, improving retention and expanding footprint across enterprise accounts.
- Utilized LinkedIn and digital tools to establish a predictable pipeline flow and shorten sales cycles.
- Mentored junior sales professionals in advanced selling techniques, resulting in accelerated career progression and enhanced contributions to overall team success.
- Developed a high-performing sales team through targeted recruitment, comprehensive training, and ongoing mentorship.
- Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity.
Site Director B2B & SaaS | IT & Technical Support
MOBILE APPS ENTERPRISES
01.2019 - 01.2021
- Directed daily operations of multi-channel contact centers (calls, email, chat) across 3+ countries.
- Oversaw performance of supervisors, team leads, and frontline agents.
- Improved SLA and service delivery compliance through workforce restructuring and quality audits.
- Partnered with clients in USA, UK, India, and the Philippines to optimize global service delivery.
- Increased sales volume by 45% through improved coaching, WFM alignment, and customer analytics.
- Fostered culture of continuous improvement, encouraging innovation and efficiency.
- Established strong relationships with clients, fostering long-term partnerships and repeat business.
Customer Service Manager – U.S. Market | Telecommunications
AT&T Mobility / Proximity
09.2016 - 10.2019
- Led major operational projects including WFM strategy, QA redesign, and CTI enhancements.
- Managed operations across Collections, Residential, Business, and Internet Services.
- Created accountability frameworks that increased productivity and adherence to compliance.
- Launched and managed the Compliance Department , improving audit performance and reducing risk.
- Identified a fraud ring and trained 300+ agents to detect and prevent fraud attempts.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Reservations & Customer Service Manager | Hospitality
HOTELES CITY EXPRESS
02.2015 - 08.2016
- Designed and implemented the end-to-end customer service cycle for reservations and post-stay support.
- Analyzed KPIs and financial performance to guide operational planning.
- Developed and delivered company-wide customer service training programs.
- Created process maps to align service delivery across all hotel touchpoints.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Subdirector Customer Service & Telemarketing | Financial Services
HSBC Mexico
01.2011 - 01.2012
- Directed strategic planning, operational controls, and compliance execution.
- Oversaw internal operations teams and external vendor operations to support SLA achievement.
- Strategic direction, decision making, planning, coordination, improved internal processes. Strict adherence to controls, manuals, standards & policies.
- Responsible for both internal operations teams and external distribution, fulfillment, and support groups.
- Responsible to achieve results in the commercial area for more than 200 positions on site and 500 positions in different BPO's
Customer Service Manager | Finance
AMERICAN EXPRESS
01.2004 - 01.2009
- Led customer service operations with a focus on quality standards and sales activation.
- Improved conversion rates and operational metrics, setting two global internal records.
- Conducted frequent performance reviews, reporting cycles, and coaching programs.
- Implemented motivational and performance-driven frameworks to increase employee retention.
Education
Bachelor's Degree - Business Administration
Escuela Panamericana de Hotelería
Mexico City, MexicoSkills
Accomplishments
- RCI – Sales Top Performer (2022): Generated USD 1.5M in sales and positioned Mexican site as top performer.
- Mobile Apps Enterprises: Increased sales +45% YoY (2020–2021).
- AT&T:
- Launched and led the Compliance Department for a 3,000-employee operation.
- Identified and dismantled a fraud ring, preventing millions in losses.
- Awarded 1st Place – Best Area Manager for retention, collections & CSAT.
- HCE: Awarded Best Sales Strategy in Mexico by IMT.
- American Express:
- Achieved two internal global records in card sales & insurance placements.
- Improved processes leading to 96K additional cards and 75K insurance products sold.
Interests
Mentoring junior team members
Travel around the world.
Travelling is the ultimate hobby because it does not just change my surroundings, it transforms me. It makes me braver more connected to this incredible planet. It's the coolest, most rewarding adventure I can give myself.
Timeline
Operations Customer Service Manager
Consulting Services VERIZON (Foundever / TechMahindra)
02.2025 - Current
|Operations Manager
RESORT CONDOMINIUMS INTERNATIONAL (RCI)
09.2021 - 11.2024
Site Director B2B & SaaS | IT & Technical Support
MOBILE APPS ENTERPRISES
01.2019 - 01.2021
Customer Service Manager – U.S. Market | Telecommunications
AT&T Mobility / Proximity
09.2016 - 10.2019
Reservations & Customer Service Manager | Hospitality
HOTELES CITY EXPRESS
02.2015 - 08.2016
Subdirector Customer Service & Telemarketing | Financial Services
HSBC Mexico
01.2011 - 01.2012
Customer Service Manager | Finance
AMERICAN EXPRESS
01.2004 - 01.2009
Bachelor's Degree - Business Administration
Escuela Panamericana de Hotelería