Jaime Sosa

Experience

• 

  American Express

  Apr 2004 - Dec 2023

  Responsible for Operational Projects and Customer Service Units in channels by phone & social media, leading a group of 50 employees. Responsible for card production and deliveries, leading different vendor companies. Point of contact with international markets. Customer Service and Vendor Management, focus in Financials, Compliance, Premium services, Recruitment, Training and development of high performance teams Call Center Management, Kpis, & Vendor Relationships, coordination of Projects and all Operations at call center Quality Monitoring strategies, Compliance & Audits reviews and implementations - Controls design

  • Senior Manager Operations & Card production American Express

    Nov 2018 - Dec 2023

  • Call Center Site Manager

    Jun 2012 - Oct 2018

  • Customer Service Coordinator

    Dec 2010 - May 2012

  • Quality Assurance Team Leader & Analyst

    Apr 2004 - Nov 2010
• 

  Smart Payment Services

  Jan 2024 - Jul 2024

  Sr Operations Manager

  Responsible for Customer Service/Experience unit with focus in POS, Payment processes and Customer CentricityIn this position I was able to improved the Sla of help desk requests from 13 to 7 days of solution, I decreased the total backlog of tickets from an average of 390 cases by month to 300 cases, 30% of improvement in efficiency using analytics and productivity strategies. I deployed the protocol of attention for corporative and standard customers and I built the foundation training for customer representatives to setup the excellence in service Show less

• 

  INVEX

  Sept 2024 - now

  Sr Contact Center Manager

  Responsible for developing the Contact Center strategy, enhancing customer service and experience, implementing new products, and fostering team development