Jesus C. Ibarra-Moreno

10 Supervisors, 130 Agents, $5.2M ACV (Scram Systems, Aspire Ins., First Acceptance Ins.)

• Oversaw operational budgets, cost control, & profitability targets, focusing on GM & EBITDA performance; handled contract negotiations, including bonus & penalty terms. (100% Rev. Attainment , Avg 7%+ GM)
• Built strong stakeholder relationships through strategic engagement, cross-functional collaboration, and transparent communication.
• Managed complex employee relations, including labor issues, turnover, & diversity initiatives. (Reduced Attrition from 11% to 7% within 90 days)
• Improved profitability by reducing costs through resource optimization and the elimination of redundant processes.
• Enhanced team productivity through ongoing training, coaching, & performance management.
• Improved client CNPS to promoters & Positive ENPS score.

• 5 OMs, 24 Supervisors, 336 Agents, $9.1m ACV (Tinder, Spotify, AirBnB , SquareEnix , Wise, Spanx)
• Oversee the daily operations, ensuring smooth & efficient functioning. (100% Revenue Attainment, Attrition under 6%)
• Develop & implement strategies to improve performance & productivity. (Improved CSAT from 70% to 92%)
• Monitor & analyze KPIs to identify areas for improvement & make data-driven decisions.
• Lead and manage Operations Managers, supervisors & agents, providing guidance, support, & training as needed.
• Prepare QBRs, MBRs, WBRs.
• Partner with client and client services to ensure relationship is on a strong foundation.
• Positive CNPS & ENPS with clients & employees

• 2 Supervisors, 26 Agents
• Monitor KPIs to identify trends and make real-time adjustments as needed.
• Conduct regular team meetings to communicate goals, address concerns, & provide updates.
• Coach, mentor, & provide feedback to employees to improve their performance & professional development.
• Resolve Payroll , WFM , and HR issues.
• Conduct performance evaluations and provide recommendations for promotions, transfers, or disciplinary actions based on employee performance.
• Provide Daily and Weekly reports of KPIs