Vice President, Customer Experience

Entertainment Benefits Group (EBG)

October 2021 - Present

Role Achievements

  • Execute against the expansion of our BPO footprint across the Philippines and Guatemala, introducing 3 centers between 2 different BPO partners.
  • Spearheaded the execution and launch of three new lines of business within our BPO framework, including the development of training, IVR technology, operational processes, reporting, and QA expectations. All projects delivered ahead of schedule, exceeding expectations.
  • Establishimg our Operational Optimization Team, utilizing data analytics to identify and rectify operational and customer impacting defects; collaborated intensively with the product team to strategize and successfully propose system enhancements, driving operational efficiency and enhancing the customer experience.
  • Led the transformation of contact center performance reporting from Excel to PowerBI, driving operational excellence and ensuring compliance to BPO performance expectations.
  • Spearheaded the transition to the Five9 telephony system, acquiring certification and leading IVR development and ongoing system maintenance for both internal and external users.

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