Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Julieta Rosales

Operations Manager, Call Center
Metepec, State Of Mexico

Summary

Accomplished Sales & Collections Operations Leader with over a decade of experience driving excellence in call center environments, with a deep specialization in collections campaign management, performance optimization, and vendor operations. Proven success leading large-scale, multi-site collection efforts across early, mid, and late-stage delinquency accounts. Known for turning underperforming operations into top-tier revenue recovery engines through sharp analytics, coaching, process improvement, and a results-oriented mindset. Adept in compliance, QA, call audits, scripting strategies, and agent development to meet and exceed recovery goals while maintaining customer experience.

Overview

2023
2023
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages

Work History

Vendor Operations Manager- Telesales & Collections

AT&T Mexico
Mexico City
3 2019 - 11.2022
  • Directed high-volume collections and telesales operations across multiple BPO partners, overseeing over 240 agents and leading recovery efforts on past due balances for prepaid and postpaid products.
  • Achieved a 70% increase in prepaid sales and collections YoY, while reducing cost per recovery by 43%, enabling additional sales without increasing budget.
  • Drove a 33% reduction in net cost per postpaid acquisition, while maintaining active customer recovery campaigns and funneling savings into digital recovery initiatives.
  • Developed and enforced collection strategy playbooks, including segmentation by delinquency stage, contact cadence, and tailored scripting for better promise-to-pay conversion.
  • Enhanced delivery completion rate from 40% to 69% by realigning back-end collections with optimized logistics, reducing failed follow-ups and unclosed recoveries.
  • Managed contract compliance, QA audits, and vendor negotiations, ensuring adherence to KPIs such as Right-Party Contact Rate (RPC), Cure Rate, and Promise Kept Rate.
  • Executed targeted recovery campaigns during high-risk cycles (end of billing, cancellation windows) to minimize churn and reduce offset by 13%.
  • Spearheaded workforce planning, SLA monitoring, and performance management tools to coach team leads and drive collections behaviors.

Operations Manager-Customer Experience & Retention

BMSC, AT&T-Proximity
Mexico City
10.2017 - 03.2019
  • Oversaw frontline teams on collections retention queues, supporting early delinquency interventions through proactive engagement and soft collections scripting.
  • Successfully improved Voice of the Customer scores from 45% to 56% in the first 30 days by implementing agent coaching tied to empathy, active listening, and problem-solving.
  • Co-led sales-through-collections campaigns, blending recovery with upselling, turning delinquent contacts into loyalty opportunities.
  • Designed and deployed training modules focused on objection handling, de-escalation, and call flow optimization for collections agents.
  • Recognized with the “Favorite Manager” distinction for leading people-first strategies that translated into top-tier agent performance and morale.

Operations Manager-Save Desk & Support

U-verse CLG, AT&T-Proximity
Mexico City
1 2017 - 9 2017
  • Managed customer retention and collections save desk, focusing on late-cycle customers at risk of service suspension or cancellation.
  • Introduced soft disconnect strategies, allowing agents to recover debt while minimizing additional write-offs or discounts.
  • Reduced disconnect rate by 15% through restructured call scripts and better contact attempt logic, improving recovery timelines.
  • Partnered with QA to revise evaluation criteria that better aligned with collections performance metrics, including AHT, FCR, and Dollars Collected per Hour.

Training Manager

International Cruise and Excursions.
Mexico City
10.2011 - 12.2016
  • Facilitated training effectively for the company in their main offices which include Mexico, United States and Europe to develop the knowledge and skills of new & existing associates, to deliver an excellent customer service through the LEARN model and accomplish sales though the company’s Sales Process to then transition them into the Operations floor.
  • Supervised 15-20 new associates per class and provided them with effective coaching and feedback to enhance their ability to sell and successfully provide service and solutions.
  • Evaluated new associates after training for future development in terms of acquiring a permanent contract and actively participated in this decision making.
  • Participated recruiting process to ensure that new hire candidates had proper skill sets to meet business needs.

Education

U.N.A.M. Pedagogics
Mexico City, CMX
08.2005 - 01.2006

High School Diploma -

E.N.P #8 "Miguel E. Schulz"
Mexico City, CMX
07.2001 - 06.2005

Skills

Leadership

Organization and Administrative skills

Problem solving & decision making

Communication

Team engagement & building

Certification

SCRUM product owner certified - Accreditation body for Scrum and Agile

Timeline

SCRUM product owner certified - Accreditation body for Scrum and Agile

05-2021

HERO

08-2018

Operations Manager-Customer Experience & Retention

BMSC, AT&T-Proximity
10.2017 - 03.2019

Training Manager

International Cruise and Excursions.
10.2011 - 12.2016

U.N.A.M. Pedagogics
08.2005 - 01.2006

Teacher's Degree - The Anglo Mexican Foundation

09-2004

High School Diploma -

E.N.P #8 "Miguel E. Schulz"
07.2001 - 06.2005

Vendor Operations Manager- Telesales & Collections

AT&T Mexico
3 2019 - 11.2022

Operations Manager-Save Desk & Support

U-verse CLG, AT&T-Proximity
1 2017 - 9 2017

Similar Profiles

CREATE PROFILE
Julieta RosalesOperations Manager, Call Center