Summary
Overview
Work History
Education
Skills
References
Certification
Languages
Timeline
Generic

Victor Carrión

Santiago,Dominican Republic

Summary

BPO executive with over 22 years of leadership experience in multi-industry contact centers. Expertise in driving growth and enhancing operational efficiency while cultivating high-performance cultures. Recognized for strategic thinking and exceptional people skills, consistently delivering excellence across business domains. Proven Director with a focus on leadership and decision-making to address diverse operational challenges.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Site Director and Country Head

Qualfon
04.2023 - 04.2025
  • Oversaw a budget of $36M+ annually.
  • Managed a campus with over a thousand employees.
  • Fostered a positive work environment through effective communication and support.
  • Directed operations for inbound/outbound sales, customer service, retention, telecom, home warranty, hospitality, retail, and others.
  • Achieved a 12% revenue increase in the first year.
  • Increase in gross margin from 52% to 56%.
  • Oversaw daily operations and coordinated staff activities to ensure efficiency.
  • Collaborated with stakeholders to align strategies with business objectives.
  • Managed budgets and resources to support organizational goals and projects.
  • Analyzed data from customer surveys to identify opportunities for improved service delivery.
  • Created detailed reports for senior management outlining progress on key initiatives.
  • Managed relationships with Clients, Directors, and other internal stakeholders.
  • Prioritized and assigned tasks to successfully direct workforce in constantly changing environment.

Director of Operations

Support Services Group
10.2018 - 04.2023
  • Oversaw a $10M+ annual budget and full P&L responsibilities.
  • Oversaw daily operations to ensure efficient service delivery across multiple departments.
  • Developed and implemented operational strategies to enhance productivity and customer satisfaction.
  • Managed resource allocation to optimize workflow and minimize operational disruptions.
  • Collaborated with department heads to streamline processes and improve team communication.
  • Established safety protocols to maintain a secure working environment for all employees.
  • Managed day-to-day operations of a large staff in multiple departments.
  • Created policies and procedures for improved workflow processes.
  • Worked with management team to develop operational goals aligned with business strategy.
  • Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
  • Led 460+ employees across centralized and decentralized operations.
  • Developed and maintained client relationships to grow business and improve account retention.
  • Analyzed financial data to make informed decisions on cost savings initiatives.
  • Achieved a 55% revenue increase in the first year and sustained growth for 3 years.
  • Boosted gross margin from 42% to 72%; EBITDA increased to 54%.

Director of Client Relations / Operations Manager

Voice Team USA LLC
09.2005 - 10.2018
  • Managed client relations and operations across Latin America.
  • Drove production and quality initiatives to exceed client KPIs.
  • Maintained 100% client retention due to service excellence.
  • Handled revenue reporting for two Inc. 5000 companies.
  • Led client engagement strategies to enhance customer satisfaction and retention.
  • Oversaw communication between clients and internal teams for project alignment.
  • Implemented feedback mechanisms to gather insights from client interactions.
  • Created detailed reports outlining client feedback on existing products and services and proposed new ideas for improvement.
  • Managed customer accounts by providing timely updates regarding order status or other relevant information related to the project at hand.

Quality Director / Operations Manager

Utility Selections Inc.
06.2014 - 05.2018
  • Oversaw QA for 3 call centers and 5 telemarketing campaigns.
  • Implemented compliance and regulatory standards across campaigns.
  • Directed daily evaluations, training, and documentation.
  • Oversaw cross-functional teams to implement operational improvements and efficiency measures.
  • Managed compliance with regulatory requirements in utility operations and reporting.
  • Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
  • Facilitated collaboration between teams by encouraging open communication channels.
  • Developed policies and procedures to ensure compliance with corporate standards.
  • Identified opportunities for improvement in operational performance metrics.

Quality Director

SDG Marketing LLC
06.2010 - 06.2014
  • Supervised 12 call centers and 16 programs.
  • Developed scripts, documentation, and evaluation frameworks.
  • Developed quality assurance protocols for marketing materials and campaigns.
  • Conducted regular audits to ensure compliance with industry standards.
  • Collaborated with cross-functional teams to enhance product quality and consistency.
  • Trained staff on quality management processes and best practices.
  • Analyzed feedback to identify areas for improvement in service delivery.
  • Implemented corrective actions for quality issues affecting client satisfaction.
  • Maintained documentation of quality control procedures and outcomes effectively.
  • Identified root causes for defects by analyzing statistical data from test results, customer feedback and other sources.

Marketing Director

Top Tier SEM Inc.
10.2008 - 06.2010
  • Directed a team of web developers and designers.
  • Specialized in SEO, SEM, PPC, and web optimization strategies.
  • Developed comprehensive marketing strategies for digital campaigns.
  • Managed cross-functional teams to ensure cohesive brand messaging.
  • Analyzed market trends to optimize campaign performance and reach.
  • Oversaw budget allocation for various marketing initiatives and projects.
  • Established partnerships with external agencies for content creation and distribution.
  • Executed updated marketing plans to increase branding exposure, customer traffic and sales.

VIP Account Manager & TSR

Ubertor
07.2007 - 09.2008
  • Supported VIP and top-tier clients with website customization and tech support.
  • Resolved client issues promptly, maintaining strong professional relationships throughout engagement.
  • Served as the primary liaison for Ubertor's 40 most valued accounts.
  • Managed relationships with high-profile clients to enhance satisfaction and loyalty.
  • Coordinated account strategies to ensure alignment with client goals and expectations.
  • Facilitated communication between clients and internal teams for seamless service delivery.

Senior Language and Product Trainer

Stream International / Convergys
08.2005 - 03.2007
  • Developed materials, schedules, and reporting for training programs.
  • Developed training materials for diverse product lines at a leading customer service provider.
  • Delivered engaging training sessions to enhance product knowledge among employees.
  • Collaborated with management to align training objectives with business goals.
  • Utilized various instructional techniques to cater to different learning styles.
  • Supported new hires through onboarding and product-specific training initiatives.

Sales, Customer Service & Technical Support Representative

Supratelecom
06.2003 - 08.2005
  • Delivered telecom sales and support for NY and Florida markets.
  • Provided troubleshooting, dispatch, and provisioning services.
  • Provided technical assistance to customers via phone.
  • Troubleshot hardware and software issues for diverse client systems.
  • Documented customer interactions in ticketing system for future reference.

Education

Product Training, Language Training, QA, Time Management

Stream University
01.2007

Computer Engineering & Psychology

Universidad Católica de Santo Domingo
01.2004

Industrial Electronics Technician, MS Office & other certifications

Instituto Técnico Salesiano
01.2002

Skills

  • Communication and interpersonal skills
  • Leadership and operations strategy
  • Budget and resource management
  • Data analysis and process improvement
  • Conflict resolution and problem-solving
  • Client engagement and business development
  • Program coordination
  • Performance improvement
  • Stakeholder collaboration
  • Organizational skills

References

  • Ariel, De los Santos, General Manager, 829-664-6225, Voice Team
  • Sean, Gruwell, President, 727-254-6833, Voice Team USA
  • Lori, Merritt, SVP Client Relations, 404-966-4549, SSG
  • Giselle, Trigo, HR Manager, 829-987-2222, SSG
  • Victor, Alvarado, Director of Operations, 809-323-0587, SSG
  • Chris Serafini, Vice President, Digital and Artificial Intelligence, 608-630-5522, Qualfon
  • Vanetta Fields, Director of HR, +592-659-3413, Qualfon

Certification

  • Six Sigma Green Belt

Languages

English
First Language
Spanish
Proficient (C2)
C2

Timeline

Site Director and Country Head

Qualfon
04.2023 - 04.2025

Director of Operations

Support Services Group
10.2018 - 04.2023

Quality Director / Operations Manager

Utility Selections Inc.
06.2014 - 05.2018

Quality Director

SDG Marketing LLC
06.2010 - 06.2014

Marketing Director

Top Tier SEM Inc.
10.2008 - 06.2010

VIP Account Manager & TSR

Ubertor
07.2007 - 09.2008

Director of Client Relations / Operations Manager

Voice Team USA LLC
09.2005 - 10.2018

Senior Language and Product Trainer

Stream International / Convergys
08.2005 - 03.2007

Sales, Customer Service & Technical Support Representative

Supratelecom
06.2003 - 08.2005

Product Training, Language Training, QA, Time Management

Stream University

Computer Engineering & Psychology

Universidad Católica de Santo Domingo

Industrial Electronics Technician, MS Office & other certifications

Instituto Técnico Salesiano

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Victor Carrión