Julian Cobos

Experience

• 

  Sutherland

  Oct 2006 - May 2018

  • Led site operations with 700 employees across 11 lines of business, generating $24.5M revenue from telecom, tech, insurance, and banking sectors.• Achieved remarkable client satisfaction at 97%, garnering recognition from 2 top clients and cementing Sutherland's premier vendor status.• Reduced attrition to 3% from 7% by implementing strategic engagement initiatives, fostering long-term employee commitment.• Instrumental in securing 4 new business logos and driving organic growth, positioning the site for future expansion. Show less

  • Contact Center Site Director

    Apr 2017 - May 2018

  • Service Delivery Director

    Sept 2016 - Mar 2017

  • Call Center & Operations Head

    Mar 2012 - Aug 2016

  • Senior Program Manager

    Oct 2006 - Feb 2012
• 

  Belayo English

  May 2018 - now

  Director and Owner

  • Founded and launched a successful online ESL school, directing end-to-end operations from legal compliance to marketing, resulting in a 25% YoY profit increase.• Built and trained a dynamic team of administrative staff, teachers, and sales professionals, fostering exceptional customer service and enrollment growth.• Developed innovative training programs for sales representatives and administrative assistants, enhancing student enrollment and service quality.• Led curriculum enhancement and digital platform development, expanding accessibility and achieving 200-student base through strategic online marketing. Show less

• 

  AND Agency®

  Feb 2021 - Sept 2021

  Site Director | Contact Center and Customer Experience Operations

  • Effectively managed diverse clients in education technology, Internet, technology, outsourcing services, and retail sectors, consistently achieving and maintaining all client KPIs through people-centric leadership and transparent communication, fostering strong employee engagement.• Led the strategic migration of agents from temp roles to formal contract models, adhering to local labor laws and elevating workforce stability. Partnered with internal teams to ensure smooth migrations and bolstered the site's compliance framework.• Cultivated strong and lasting client relationships, resulting in high satisfaction levels and increased business opportunities, including a significant growth plan for the Monterrey site.• Implemented streamlined training and operational procedures, fostering team synergy and elevating performance. Empowered managers and staff through targeted development initiatives. Show less

• 

  Teleperformance

  Sept 2021 - Jul 2023

  Director of Customer Service

  • Led a team of 1300 employees, exceeding critical KPIs for one of TP's biggest clients ($26.5M rev) within 4 months through a successful change management initiative, resulting in lasting enhancement of staff ownership and sustained improvement in communication. Increased client satisfaction and restored a previously impaired client relationship• Spearheaded a transformative turnaround for a vital Health Care account, achieving green status and surpassing FCR goals for the first time since inception. Revamped team structure, fostering a culture of accountability, discipline, and ongoing development. • Built and nurtured high-performing teams while maintaining high employee engagement at all levels, meeting Great Place to Work standards internally, and successfully achieving certification for 2022 and 2023.• Directed comprehensive financial strategies, aligning cross-functional teams to optimize revenue and gross margin, resulting in a 52% contribution margin—surpassing the 45% goal. Analyzed revenue variations, identified root causes, and executed targeted actions to improve efficiencies and adapt to market dynamics. Show less