Javier Cárdenas

- Led the strategic transition of BPO operations, successfully ramping down 3 European BPOs while ramping up 2 offshore BPOs, ensuring a smooth transition and operational efficiency. - Designed and implemented a new BPO management framework, enhancing visibility, control, and performance tracking across multiple regions. - Conducted in-depth performance analysis, identifying key pain points and driving continuous improvement initiatives to optimize efficiency. - Developed and documented critical processes f

- Lead global initiatives to enhance customer experience by implementing automation strategies and AI-driven solutions, reducing escalation rates and improving service efficiency. - Conducted in-depth analyses of operational drivers and implemented Kaizen methodology to streamline high-impact processes, achieving a 15% increase in operational efficiency within six months. - Collaborated with cross-functional teams, including IT, service planning, and customer experience, to align CS operations with business

- Managed a high-performing team of five Customer Service Managers overseeing Vendor Management, Tooling, Content, Quality, and Channel Management. - Led automation projects, improving self-service content and optimizing customer interactions through AI-powered chatbots. - Collaborated with cross-functional teams in marketing, operations, and business development to enhance the customer journey and drive efficiency in support operations. - Developed scalable solutions to align customer service processes wit

- Spearheaded customer service automation initiatives, implementing AI and workforce management solutions to enhance support processes. - Scaled the team from 5 to 50+ members, optimizing workflows and improving internal processes for operational excellence. - Worked closely with QA and Content teams to refine self-service strategies, ensuring an intuitive and efficient customer experience. - Managed cross-functional projects, leveraging data-driven insights to optimize response time and streamline restaura

- Led a team of 15+ agents for the world’s largest streaming company, focusing on automation, recontact rate reduction, and process optimization. - Conducted training sessions and performance evaluations to drive efficiency and enhance customer satisfaction. - Implemented automated-driven customer service enhancements to improve response accuracy and service quality.

- Developed internal feedback mechanisms to optimize customer service processes and improve key performance indicators. - Provided expert-level insights on content management and automation strategies, contributing to operational improvements.