Luis O.
Senior Operations Manager
Open to offersNew to PlatformAbout
Luis C. is an accomplished operations leader with over 9 years of experience specializing in debt relief and contact center operations management. Based in Santo Domingo, Dominican Republic, he has successfully led multi-department remote operations with a focus on Verification, Client Success, and retention strategies. His expertise includes Operational Excellence, process improvement, and the development of KPIs, along with quality assurance and workforce management. As a Regional Operations Manager at City Law Group, Luis C. has built and managed scalable teams, negotiated operational models for client management, and implemented executive KPI dashboards to enhance visibility and decision-making. Previously, at Smart Energy and National Debt Relief, he improved customer satisfaction and increased conversion rates through consultative sales and staff mentoring. Luis C.'s technical proficiency spans Salesforce, operational workflows, and business intelligence, making him a versatile leader in operational management.
Experience
Regional Operations Manager
City Law Group · 2026 — PresentBuilt and managed a multi-department operation focused on debt relief services. Negotiated an operational model where client management of Dominican Republic resources was exclusively through the organization. Developed KPI dashboards enhancing visibility across Verification, Client Success, Retention, and Operations, supporting executive decisions. Designed operational workflows, SOPs, and reporting structures to enhance consistency and scalability across departments. Established leadership initiatives aimed at creating future supervisors. Standardized processes through documentation and workflow optimization.Senior Account Executive
Smart Energy · 2025 — 2026Managed to enhance customer conversion rates through consultative sales strategies and superior customer service.Client Success Supervisor
National Debt Relief · 2024 — 2025Improved customer satisfaction by implementing a mentoring system and resolving complex issues while ensuring compliance standards were consistently met.Senior Settlement Negotiations Supervisor
Cordoba Legal Group · 2022 — 2024Supervised debt settlement agents and team leaders in a high-volume environment. Managed negotiations with legal departments to reduce liquidation costs and established processes for quality control, addressing complex issues during liquidation.Senior Supervisor of Operations
Acquire BPO · 2017 — 2022Focused on enhancing operational efficiency by optimizing workflows, reducing processing times, and creating an effective KPI tracking system to assess team productivity. Implemented feedback cycles and continuous training.Co-Founder
Algo Dulce y SaladoManaged business operations, customer relations, vendor coordination, and service quality, along with overseeing workflow organization and client satisfaction initiatives. Handled financial organization, tax documentation, and operational administrative processes.
Skills & Expertise
Education
- High School DiplomaColegio San Gabriel de la Dolorosa
- Civil Engineering (Some College)Universidad Autonoma de Santo Domingo (UASD)
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