About
I am a results-driven Customer Success & Quality Manager with more than 20 years of experience in the BPO industry, supporting U.S.-based clients across healthcare, telecom, retail, finance, and technology. I specialize in building strong client partnerships, designing performance-driven quality frameworks, and ensuring operational excellence at scale.
In my current role at Bold Business, I bridge customer success and quality management — providing clients with actionable insights, strengthening compliance readiness, and leading teams that deliver exceptional results. My expertise spans Lean Six Sigma methodology, QA standardization, and client relationship management, all while fostering high-performing, customer-focused teams.
As a certified Lean Six Sigma Green Belt, I am committed to creating long-term value for both clients and organizations. My philosophy centers on continuous improvement, measurable outcomes, and a client-first mindset — ensuring that every engagement strengthens trust and drives sustainable growth.
Experience
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Customer Success & Quality Manager – Bold Business
Bridges quality assurance and customer success functions, aligning operational delivery with client goals. Leads QA strategy, compliance initiatives, and process improvements across global teams.
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Quality Leader – BPO Industry
20 years of experience managing healthcare, telco, retail, finance, and tech programs. Specialized in Lean Six Sigma projects, improving collections efficiency, CSAT recovery, and defect reduction.
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Client Partnership Development
Partnered with top global clients (tech, telecom, digital payments, retail) to strengthen relationships, ensure compliance, and deliver scalable service excellence.
Work Philosophy
I help organizations strengthen client relationships and deliver service excellence by combining customer success strategies with quality-driven operations.
