Carmen is a dynamic business leader with over 27 years of contact center management experience across multiple industries, including travel, telecom, and healthcare.
Specializing in business process improvement under Six Sigma methodology and change management using the ADKAR methodology, she excels in strategic planning, performance management, and team leadership.
Carmen is passionate about exploring new ideas with the power of teamwork and continuous learning. Beyond her always-curious DNA and human-centric nature, her work has direct impact regarding cost reduction, productivity growth, and exceptional customer experience, skyrocketing competitivity and business results.
Key areas: Business Processes Optimization, Change Management, CX, Contact Center Strategy, Call Center Management, People Management.
Carmen is a Black Belt certified professional, a strategic thinker that redesigns operational architectures and team cultures, she truly believes in the power of WE.
