Gonzalo Eduardo Dominguez Perez
Hermosillo, Sonora
Summary
Dedicated and results-oriented contact center leader with over 15 years of experience in customer service, workforce operations, team management, and personnel development, including over 7 years in leadership roles. Proven ability to lead daily operations, improve performance, develop teams, and drive high-quality service outcomes across fast-paced environments. Skilled in KPI management, coaching, process improvement, reporting, and cross-functional collaboration. Committed to building productive teams, strengthening operational efficiency, and supporting organizational growth.
Overview
16
16
years of professional experience
Work History
Director of Customer Service /Director of Customer Experience
Alliance BPO
02.2024 - Current
- Direct customer service and back-office operations across multiple communication channels, ensuring consistent achievement of KPIs, SLA targets, quality standards, and client expectations.
- Lead supervisors, QA teams, and frontline agents through coaching, training, performance management, and continuous improvement initiatives.
- Develop and execute operational strategies focused on improving First Call Resolution, customer satisfaction, retention, productivity, and service efficiency.
- Analyze performance data, QA results, customer trends, and operational reports to identify service gaps and implement process improvements.
- Prepare executive-level reports and business reviews with actionable insights on performance, staffing, customer experience, escalations, and operational risks.
- Partner with internal departments and external clients to align expectations, review performance results, resolve concerns, and support business objectives.
- Manage complex escalations and service recovery procedures while maintaining operational continuity in high-volume environments.
- Support new project launches, campaign growth, team expansions, workflow updates, and process documentation to ensure smooth implementation.
Operations Manager
Avas Flowers
03.2020 - 01.2024
- Oversaw daily operations across Sales, Processing, and Customer Service departments, ensuring alignment with business goals, service standards, and performance expectations.
- Managed department leaders responsible for frontline teams, providing guidance, performance feedback, and operational direction.
- Monitored KPIs, SLAs, productivity, quality results, customer satisfaction, and revenue-impacting metrics to identify trends and improvement opportunities.
- Developed and executed operational strategies to improve efficiency, retention, First Call Resolution, sales performance, and overall customer experience.
- Prepared weekly and executive-level performance reports with actionable insights for leadership review.
- Coordinated staffing, scheduling, training, and onboarding activities to maintain coverage and support business growth.
- Managed complex escalations and cross-department issues to ensure timely resolution and operational continuity.
- Led process improvements, ticket tracking enhancements, team expansions, and new project implementations across multiple departments.
- Collaborated with internal and external stakeholders to align expectations, address performance gaps, and support business objectives.
Customer Service Manager
Avas Flowers
06.2017 - 03.2020
- Managed customer service operations across multiple communication channels, ensuring achievement of KPIs, quality benchmarks, and service level expectations.
- Supervised customer service supervisors, trainers, and frontline agents through coaching, performance management, and continuous development.
- Implemented strategies to improve First Call Resolution, customer satisfaction, retention, escalation handling, and service consistency.
- Reviewed performance data, QA results, customer feedback, and operational trends to identify training needs and process improvements.
- Coordinated ongoing training sessions to strengthen team skills, product knowledge, call handling, and customer interaction quality.
- Managed customer escalations and service recovery procedures to resolve complex cases quickly and professionally.
- Monitored department schedules and staffing levels to maximize coverage during peak business hours.
- Conducted performance reviews, recognized achievements, and provided constructive feedback to improve team results.
Customer Service Trainer
Avas Flowers
12.2016 - 05.2017
- Prepare newly hired employees to perform their required tasks in operations.
- Report to customer service manager on the progress of new employees.
- Develop a learning process for new employees.
- Update the learning process used in training.
- Design training programs.
Customer Service Supervisor
Avas Flowers
06.2016 - 11.2016
- Lead my team to success.
- Provide advice/feedback.
- Report to the department manager about the progress of my team.
- Proactively monitored employee and customer feedback to identify ways of improving operations and increase profits.
- Created positive working environments by offering support and guidance to staff.
- Develop efficient employees.
Customer Service Executive
Avas Flowers
01.2016 - 05.2016
Workforce Management Specialist
Teleperformance
04.2011 - 12.2015
- In charge of scheduling employees according to client requirements
- Management of several campaigns.
- Personnel management.
- Forecast management.
- Create action plan to improve the metrics required by the client.
- Create reports using the tools provided by the company.
- Send reports to the client with daily, weekly and monthly results.
- Provide feedback to agents and supervisors on metrics required by the client.
- Decision making to generate better results for the campaign.
Customer Service Specialist
Teleperforance
08.2010 - 03.2011
- Customer service for 'Directv'
- Take large amounts of incoming and outgoing calls in a timely manner.
- Follow communication “scripts” when handling different topics.
- Identify customer needs, clarify information, investigate each problem and provide solutions and/or alternatives.
- Build sustainable relationships and engage customers by going the extra mile.
- Maintain records of all conversations in our call center database in an understandable way.
- Meet personal/team qualitative and quantitative objectives.
Education
Prince Elementary School
Tucson, AzLandmark Middle School
Glendale, AzGlendale High School
Glendale, AzAlhambra High School
Phoenix, AzIndustrial Engineer
Universidad Ceuno
Hermosillo, SONSkills
- Team Leadership & Staff Development
- Conflict Resolution & Problem-Solving
- Project and Operations Management
- Customer Experience Optimization
- KPI Tracking & Service Quality Improvement
- Data Analysis & Executive Reporting (Microsoft Office, Power BI, SAP)
- Workflow and Process Optimization
- Scheduling & Resource Allocation
- Quality Monitoring & Compliance
- Cross-Functional Team Collaboration
- Bilingual – English & Spanish
Languages
English
Proficient
C2
Spanish
Bilingual or Proficient (C2)
Personal Information
Timeline
Director of Customer Service /Director of Customer Experience
Alliance BPO
02.2024 - Current
Operations Manager
Avas Flowers
03.2020 - 01.2024
Customer Service Manager
Avas Flowers
06.2017 - 03.2020
Customer Service Trainer
Avas Flowers
12.2016 - 05.2017
Customer Service Supervisor
Avas Flowers
06.2016 - 11.2016
Customer Service Executive
Avas Flowers
01.2016 - 05.2016
Workforce Management Specialist
Teleperformance
04.2011 - 12.2015
Customer Service Specialist
Teleperforance
08.2010 - 03.2011
Alhambra High School
Glendale High School
Landmark Middle School
Prince Elementary School
Industrial Engineer
Universidad Ceuno