Professional Summary
Professional Overview
Pedro Quispe Gonzales is an experienced Chief Operating Officer (COO) with a strong background in the contact center industry. He is currently serving as the COO at Grupo Recupera, where he is responsible for overseeing operations and driving organizational efficiency and growth.
Experience Summary
Current Role
As the COO of Grupo Recupera, Pedro is accountable for the company's day-to-day operations, process optimization, and strategic decision-making. He has played a pivotal role in streamlining workflows, improving customer service, and enhancing the overall operational performance of the organization since joining in 2020.
Career Progression
Prior to his current role, Pedro held various leadership positions in the contact center industry, including Sub Gerente de Operaciones at ATC MULTISERVICIOS, Gerente Operaciones Contact Center at Servex, and Jefe de Operaciones Contact Center at Representaciones HdeC S.A.C. His extensive experience in managing complex contact center operations, implementing process improvements, and driving team performance has been instrumental in his career growth.
Academic Background
Pedro holds a degree in Business Administration, which has provided him with a strong foundation in management principles and industry best practices.
Areas of Expertise
- Contact center operations management
- Process optimization and efficiency improvement
- Customer service strategy and execution
- Team leadership and performance management
- Data-driven decision-making and analytical skills
Professional Impact
During his tenure at Grupo Recupera, Pedro has successfully implemented several key initiatives that have contributed to the company's growth and overall operational excellence. These include:
- Streamlining the contact center workflow, resulting in a 20% increase in customer satisfaction and a 15% reduction in operational costs.
- Spearheading the implementation of a new customer relationship management (CRM) system, which has enhanced data-driven decision-making and improved the quality of customer interactions.
- Developing and leading a comprehensive training program for the contact center team, leading to a 25% improvement in first-call resolution and a 30% reduction in average handling time.
Conclusion
With his extensive experience, strategic mindset, and proven track record of driving operational excellence, Pedro Quispe Gonzales is a highly valued COO who continues to make a significant impact on the organizations he serves. His commitment to innovation, process optimization, and team leadership makes him a valuable asset in the contact center industry.
