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Jesus Pinar Forcen

Professional Summary



Professional Overview


Jesus Pinar Forcen is an accomplished operations executive with extensive experience in the BPO (Business Process Outsourcing) and contact center industries. As the Chief Operations Officer (COO) at MST HOLDING, he is responsible for overseeing the company's day-to-day operations, driving process efficiency, and ensuring seamless service delivery for clients. Additionally, he is a founding partner at Customer eXperience & Contact Center Consulting, where he leverages his expertise to provide strategic advisory services.

Experience Summary



Current Role


As the COO at MST HOLDING, Jesus is accountable for managing the company's operational performance, implementing process improvements, and optimizing resource utilization. He collaborates closely with cross-functional teams to enhance the customer experience, maximize operational excellence, and drive sustainable growth. Under his leadership, the company has achieved significant operational efficiencies, resulting in increased client satisfaction and profitability.

Career Progression


Prior to his current role, Jesus held various leadership positions within the BPO and contact center sectors. As the Director of Strategy and Business Development at Ayesa, he was instrumental in shaping the company's growth strategy and expanding its service offerings. He also served as the Regional Director for Catalonia and Area Director at Emergia Contact Center, where he successfully led the organization's expansion and operational optimization initiatives. Earlier in his career, Jesus held the roles of Country Manager for Spain at Unitono Contact Center and Local COO/Operations Manager at UNITONO, SAU, where he demonstrated his ability to drive operational excellence and business performance.

Academic Background


Jesus holds a degree in Computer Science from the Polytechnic University of Catalonia (UPC), where he specialized in information systems and process management. His strong academic background, coupled with his practical experience, has enabled him to develop a comprehensive understanding of the technological and operational aspects of the BPO and contact center industries.

Areas of Expertise


  • Operational management and process optimization

  • Contact center operations and customer experience management

  • Strategic planning and business development

  • Resource allocation and workforce management

  • Implementing data-driven decision-making processes

  • Fostering a culture of continuous improvement


Professional Impact


Throughout his career, Jesus has spearheaded numerous successful initiatives that have significantly impacted the organizations he has served. He is recognized for his ability to drive operational efficiency, enhance customer satisfaction, and deliver measurable business results. His contributions have consistently demonstrated his commitment to excellence, innovation, and the continuous improvement of the BPO and contact center industries.

Conclusion


With his extensive experience, strong leadership skills, and deep industry expertise, Jesus Pinar Forcen is a trusted operations executive who is well-positioned to drive the continued success of MST HOLDING and contribute to the growth and evolution of the BPO and contact center sectors.