Hector Sanchez

Experienced Operations Servicing Director known for transforming servicing operations into high-performance units. Adept at implementing innovative strategies, processes and ensuring operations service excellence for the organization. Seeking a leadership role to drive impactful change and contribute to organizational growth.

• 17 years of Operations Management on different areas and industries. The most recent experience was leading 5 teams of the Operations at Storicard.
• Managing and partnering with all internal teams such as Business Development, Product, Tech, Growth, Marketing, CRM, Security & Compliance, and all the Supporting areas such as HR, sourcing and recruitment, Training, WFM, Operations, Customer Excellence (QA), IT, Facilities.
• Experienced working within BPOs and Contact Centers dedicated to providing the best service within retail, financial, public transportation (Uber), health industries within others.
• In my experience I have provided Customer Service to B2B and B2C.
• Exceeding critical KPIs in Customer Experience + Efficiency, such as NPS, FCR, CSAT, AHT, Service Levels, Occupancy, FTR, etc. Experience working with Customer Service, Collections, and sales departments through different channels, Inbound/outbound Voice, Chat, Email, WhatsApp, & SMS/Text.
• I have worked with Training to implement the full Training material based on the products required with different Clients. I have implemented several clients' contact centers from scratch, setting up all the operations processes working in collaboration with all the organization supporting areas & Teams.
• Certifications completed for several clients on ISO9001 as required Experienced working with PCI Compliant to operations as required Licensed for the state of Michigan US in regards of the Collections Agency permissions (LARA).
• Client´s POC for any change management request, this includes any kind of communication for the Operations, BPO or SOW addendums.
• Recently in 2022-2023 I led the BPOs implementation program for Stori with 2 BPOs and with 2 LOBs each, Collections & Customer care with +200 agents of headcount each.
• Monitored and managed the servicing teams financials for the BPOs (Contact Center) or internally for Storicard. +2 years of experience working in the Fintech industry in which you adapt to changes fast and working agile is part of the culture.