Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Alexander Amor

CX Expert - MBA - Lean Six Sigma
Houston,TX

Summary

Bilingual Project Director with a results-driven approach, and strong expertise in customer experience, strategic planning, and risk management. Skilled in customer journey mapping, service design, and data-driven strategies that drive satisfaction and efficiency. Recognized for effective leadership, innovation, clear communication, and delivering projects on time and within budget.

Overview

24
24
years of professional experience
3
3
Certifications

Work History

Project Director

Equus Workforce Solutions
Houston, TX
04.2023 - 09.2025
  • Led an $11.5M project, aligning strategy with funder and organizational goals while ensuring compliance and performance.
  • Manage stakeholder communication, client relations, and vendor partnerships to ensure alignment.
  • Oversaw cross-functional operations (Call Center, CX, IT, HR, QA, Training, WFM) and drove service delivery improvements.
  • Drive process improvements and operational efficiencies using Lean Six Sigma methodologies.
  • Oversee budget management, contract negotiations, operational excellence, resource allocation, and risk mitigation to optimize project outcomes.
  • Designed and implemented quality assurance (QA) frameworks and monitored KPIs (Net Promoter Score - NPS, Customer Satisfaction - CSAT, Issue Resolution - IR, Average Handle Time - AHT, Service Level Agreements - SLA) with Power BI dashboards and RingCentral technology.
  • Designed and launched a Contact Center from the ground up using RingCentral with integrated CSAT surveys, QA forms, IVR, automated reporting, chat/SMS, WFM, gamification, and real-time dashboards.
  • Recognized with the 'Rising Star' award for driving innovation and impactful ideas across U.S. Equus projects.
  • Successfully led project out of Corrective Action Plan, driving funding growth from $7M to $11.5M.
  • Directed the Financial Aid Support Center to meet enrollment targets, serving over 40,000 children daily.

Director of Customer Experience

Barri Financial Group
Houston, TX
09.2011 - 04.2023
  • Led CX operations across U.S. and Mexico call centers, including Claims, Customer Experience, and Sales.
  • Deliver insights, analytics, and feature recommendations to Barri's product teams to continuously enhance customer experience.
  • Built global training programs for CX, fraud prevention, and technical support.
  • Managed vendor relationships, negotiated contracts, and established performance standards for outsourcing partners.
  • Successfully transitioned operations by ramping down the Mexico Call Center and establishing a fully operational new Contact Center in the U.S.
  • Implemented Lean Six Sigma methodologies to reduce agent line waste and cut customer wait times by 90%, partnering with IT leadership to deploy self-service tablets that streamlined transactions, enhanced customer experience, and generated significant cost savings.
  • Led the ramp-up of a new Contact Center in Monterrey, Mexico, building a foundation for local operations in that country and ensuring business continuity and redundancy between Mexico and the U.S.
  • Designed and implemented an online, customizable training program for Barri branches and agents, reducing employee attrition and strengthening system knowledge.
  • Developed and implemented a new Quality Assurance program and customer survey system, improving Customer Experience and achieving average satisfaction levels of approximately 95%.

Account Manager

Teleperformance
Monterrey, Mexico
09.2001 - 09.2011
  • Company Overview: Providing outsourcing services to clients like: Verizon, Sprint, Vonage, Western Union, AT&T, CITI, etc.
  • Directed end-to-end project management and daily call center operations for 500+ employees, ensuring delivery aligned with SLAs and client expectations.
  • Strengthened client retention through relationship management, solution delivery, and performance reporting aligned with business goals.
  • Utilized KPIs, QA initiatives, and root cause analysis to drive improvements in CSAT, NPS, sales, and overall service quality.
  • Drove 40% project capacity growth in Q3 2011 through strategic client engagement and delivery management.
  • Recognized among the Top 10 Best Contact Center Interactions globally on Sprint's Chat platform.
  • Maintained 90% CSAT and top performance in Issue Resolution metrics (2008-2009).
  • Achieved 70% customer retention (2007-2008) by developing targeted products and offers for the Hispanic market to reduce service cancellations.
  • Eliminated paper costs by 100% via a SharePoint-based internal documentation system, improving operational efficiency.
  • Providing outsourcing services to clients like: Verizon, Sprint, Vonage, Western Union, AT&T, CITI, etc.

Education

MBA - Business Administration And Management

EGADE Business School

BBA - Business Administration

Universidad Humanista De Las Americas

Skills

  • Process improvement
  • Project management
  • Budget and vendor management
  • Operational excellence
  • Quality assurance frameworks
  • Customer experience
  • Customer journey mapping
  • Contact center solutions and KPIs
  • Field services, partnerships, and sales
  • Contract negotiation
  • Workforce planning and training strategies
  • Data analytics and reporting
  • Customer satisfaction and issue resolution
  • Lean Six Sigma methodologies
  • Real-time dashboards and Power BI
  • System automation and AI

Certification

Lean Six Sigma Green Belt, University of Houston

Languages

  • English, Fluent
  • Spanish, Native

Timeline

Project Director

Equus Workforce Solutions
04.2023 - 09.2025

Director of Customer Experience

Barri Financial Group
09.2011 - 04.2023

Account Manager

Teleperformance
09.2001 - 09.2011

MBA - Business Administration And Management

EGADE Business School

BBA - Business Administration

Universidad Humanista De Las Americas

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Alexander AmorCX Expert - MBA - Lean Six Sigma
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