Gerald Vasquez

Senior Operations Manager

Actively looking · Member since 10 Sep 2026

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Location: San José, Costa Rica

Desired salary: Unspecified

Work preference: Remote Only

Experience level: Senior

About

Professional summary

I am a Senior Operations and Account Management leader with more than 10 years of experience in the BPO and customer experience industry. My background includes retention, sales operations, customer service, compensation and benefits, and large-scale team leadership.

I have successfully scaled operational structures from startup-level teams of 8 FTEs to high-performing organizations of up to 150 employees. I lead through KPI management, coaching, leadership development, workforce coordination, and process improvement.

I have a strong record of improving commercial performance, including increasing monthly project sales revenue from approximately USD 10K to more than USD 250K. I combine operational optimization with retention and sales strategies to support sustainable business growth.

I work closely with internal and external stakeholders, including recruitment, HR, payroll, executive teams, and support functions. My experience includes hiring, interviewing, onboarding, employee relations, internal case management, and operational transitions.

I am experienced in leading both voice and high-volume chat operations across multiple business lines and client accounts. I focus on developing people, improving service quality, strengthening client relationships, and maintaining operational stability during growth and change.

Experience

Career history

Senior Account Manager ACC

2022 – 2026

Led retention and sales operations for organizations of up to 150 employees, including six direct Team Leads. Scaled operations from 8 FTEs to 150 FTEs while maintaining operational stability and performance standards.

Increased monthly project sales revenue from approximately USD 10K to over USD 250K through operational optimization and sales performance initiatives. Managed KPIs, coaching strategies, leadership development, and overall operational performance.

Partnered with internal and external stakeholders to improve execution and business results. Supported recruitment, interviewing, onboarding, talent selection, payroll-related processes, employee relations, internal case management, operational transitions, and scalable process improvements.

Team Lead | Supervisor | Compensation & Benefits Agent | CSR | FSR Sykes

2014 – 2022

Progressed through operational and leadership roles spanning customer service, retention, sales, chat support, and compensation operations. Led transitions from customer service environments into sales-focused operations.

Supervised voice and high-volume chat support teams across multiple business lines and client accounts. Managed performance metrics, coaching plans, corrective action processes, workforce coordination, and employee development initiatives.

Supported compensation and benefits administration and HR coordination. Contributed to employee engagement, service quality, operational consistency, and achievement of operational targets.