CX & Operations Leader · Fintech, BPO & Shared Services · Mexico City
How I Work
Mission
Excellence from within: calmer people, effortless experiences, lasting results.
Whether I join your company as a leader or work with your team as a consultant, I bring this mission and the same five values. In a full-time role, they are how I build and run my team. In a consulting engagement, they become the programs your people are trained and certified on, so the results stay after I leave.
Five values I bring to every team
Choose your path
Experience, results, credentials and tools. Available for full-time leadership roles, remote or hybrid from Mexico City.
About Me
I'm a Customer Operations leader with 15 years driving CX strategy and service delivery across banking, fintech, remittance, and BPO environments. I specialize in scaling customer operations through people, process, and technology, consistently delivering measurable gains in SLA performance, CSAT/NPS, and operational efficiency.
I've led multi-country BPO ecosystems and transformed service models through automation, analytics, and Lean Six Sigma disciplines. Whether building from the ground up or optimizing at scale, I create high-performing teams and systems that thrive in regulated, high-growth environments. Since 2023 I have also run my own consulting practice in service operations, quality and training, which keeps my methods tested on real operations.
Beyond the metrics, I'm a Raja Yoga Meditation teacher, a Lean Six Sigma coach, and a PMP mentor, because great service starts with great people.
Core Capabilities
Professional Experience
Credentials
Courses Facilitated
Tech Stack
Availability. I'm available for full-time leadership roles in Customer Experience, Operations Excellence and BPO Governance. If I join your company, my consulting practice pauses or runs only within your policies.
Let's talk about the rolePrograms for service and contact-center teams, sized to your team and applied to your real operation.
Consulting
In the order I apply them
If we don't reach the goals set in your signed plan, within the plan's timeline, you get back all fees paid for the program.
Applies to consulting programs when the conditions agreed in the plan are met: access to the data, your team's time and the actions agreed with owners. Claims are made in writing by email, and I reply personally within 2 business days. Full terms in each proposal.Talent Development · Standard 1
Develop the people who run the operation
Agents treat customers the way they are treated. Engineering the Employee Experience is the sister program to Engineering the Customer Experience, and it works on how your people are treated: what “good” looks like in each role, how they are rated, and how they grow. It starts with a competency career path built for your operation, then a review cycle your managers are certified to run on their own. Led by a licensed Organizational Psychologist and Lean Six Sigma Master Black Belt, with workshops already delivered to 250+ employees.
Module 1 · The competency career path
What your team receives · click to enlarge
One team or role family that needs a clear standard.
A department, line of business or client program.
Sites, regions or the whole company.
Add-ons for any program: workshops in Emotional Intelligence, Time Management, Coaching & Feedback, Stress Management and Meditation. For organizations in Mexico, a NOM-035-STPS-2018 package (Mexico's standard on psychosocial risk at work): prevention policy, reference guides by workplace size, analysis and action plan. Same terms as all my programs: a free 30-minute call, a proposal in 5 business days, two-month renewable contracts, twelve months maximum.
Build the path. Keep your people.
Download the free Competencies Book to see the values, the agent and leadership competencies and the career path in full, then let's talk about what it would take to build yours.
Free example edition, 27 pages, built for a fictitious service operation. Certifications are internal and are not accredited third-party certifications. The competency areas are informed by PMI’s PMCD Framework (3rd ed.); names and descriptions are original work, not affiliated with or endorsed by PMI.
Customer Experience · Standard 2
Lower the effort, for customers and for the agents who serve them
My original consulting framework — Engineering the Customer Experience — reduces customer effort through 7 core skills organized in four parts. Developed and facilitated to 400+ customer service and sales representatives across multiple organizations and markets, this model builds the mindset and behaviors that create effortless, memorable service interactions.
The framework: four parts, seven skills, one goal
Most disloyalty is created by effort, not by a lack of courtesy. The framework gives frontline teams and their leaders a shared, trainable way to guide every interaction so customers do less work and feel more in control, and so agents spend less energy negotiating and more time solving.
One standard, used at two levels. Agents use it with customers. Leaders use the same seven skills with their agents, because agents tend to treat customers the way they are treated. Certification is internal and practical: theory, role plays and observed live interactions, aligned with the COPC CX Standard R8.0 (2026).
Sources: CEB/Gartner Customer Loyalty Survey (n=54,166), The Effortless Experience (2013); SQM Group FCR Benchmark (Feb 2025); Gartner (Aug 2024); Gallup State of the Global Workplace (2026); COPC CX Standard for Contact Centers R8.0 (Jan 2026).
Lower the effort. Raise the standard.
Let's look at where effort hides in your operation and what it would take to certify your agents and leaders on one standard. The first conversation is free: 30 minutes, no slides, just your numbers and your questions.
Free preview of the 2026 Participant Manual: full structure, Module 1 and a first look at the agent and leader tracks.
Business Excellence · Standard 3
When the team already has the metrics, but not the results
Fifteen years running service operations in fintech, mobility and large-scale BPO. Three levels of support, sized to your team: each one applies Lean Six Sigma and COPC-aligned best practices to your real operation and certifies your people internally, so the operation keeps improving after I'm gone.
Every program is led by a Lean Six Sigma Master Black Belt (PMP).
One team, one contained problem: one KPI, one channel or one process.
What your team receives · click to enlarge
📄 Yellow Belt free preview (PDF)
A department, line of business or client program. One or two processes, or a new channel.
What your team receives · click to enlarge
📄 Green Belt free preview (PDF)
Full accounts, sites or regions. Multi-channel operations, shared-services towers or service delivered by a BPO.
If the system you already have has been running for more than 6 months, the engagement is not extended. If a new tool or vendor is needed, the contract can extend to 12 months to cover procurement and implementation.
What your team receives · click to enlarge
📄 Black Belt free preview (PDF)
Terms. Two-month renewable contract, with the package as the horizon and a maximum of twelve months per client. Remote, with in-person sessions in Mexico City and the option of one week on site per month; travel outside Mexico City at the client's request and expense. Confidentiality in writing: your operation's data doesn't leave and isn't used as an example without your permission. I work in Spanish and English.
Certifications are internal: they certify competence inside your organization and are not accredited third-party certifications. COPC® is a registered trademark of COPC Inc.; these programs follow practices aligned with its published CX Standard and do not grant COPC certification.
Proof
One result for each belt level: one with a consulting client and two from in-house roles, where I applied the same methods. Each image shows the full case: the challenge, what we did, the kit and the results.
Full case and kit · click to enlarge
Consulting client · Yellow Belt methods · 2023
Full case and kit · click to enlarge
In-house role · Green Belt level, Black Belt methods · 2019
Full case and kit · click to enlarge
In-house role · Black Belt methods · 2021–2022
Client and employer names and proprietary details are withheld under confidentiality agreements; kit pages in the images are illustrative. References available on request.
Let's Connect
Choose the option that fits you, or write to me directly. I reply personally.
I'm available for full-time leadership roles in Customer Experience, Operations Excellence and BPO Governance. If I join your company, my consulting practice pauses or runs only within your policies.
Let's talk about the roleTell me the problem in a free 30-minute call. You get a proposal within 5 business days: two-month renewable contracts, twelve months maximum per client.
Book a free 30-minute call