Elizabeth C. Rodriguez
San Antonio,TX
Summary
Senior Operations and BPO Leader with over 20+ years of experience overseeing contact center operations, outsourced service delivery, and enterprise client partnerships across North America and offshore environments. Proven success driving customer experience, operational performance, quality assurance, workforce optimization, and service delivery through data-driven decision-making and strong governance practices. Experienced leading executive business reviews, managing vendor relationships, developing quality frameworks, facilitating calibration programs, and implementing continuous improvement initiatives that enhance customer satisfaction, operational efficiency, and business results. Recognized for building high-performing teams, influencing stakeholders at all levels, and delivering measurable outcomes in fast-paced, customer-focused organizations.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Senior Manger Client Services & Call Center Operations BPO
VIPdesk Connect
Alexandria, VA
12.2021 - Current
- Act as strategic partner to enterprise clients, aligning solutions with business goals to drive performance and customer experience improvements
- Lead QBRs and executive presentations, delivering insights that support client retention, growth, and adoption
- Analyze operational and customer data to identify revenue-impacting opportunities and efficiency gains
- Manage complex client accounts, serving as primary point of contact to resolve issues and strengthen relationships
- Collaborate cross-functionally to deliver client outcomes and influence program enhancements
- Improve service delivery through data-driven initiatives impacting CSAT, SLAs, and operational performance
- Serve as the primary liaison for client communications, ensuring alignment between business objectives and service execution
- Provide detailed performance reports and data-driven insights to optimize program success.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Achieved alignment with client and operational standards through well-structured QA scorecards, audit processes, and calibration programs. Identified key performance trends through comprehensive quality reviews and gap analyses, leading to the development of targeted corrective action plans.
Unit Manager Collections– AVP
Citigroup N. A.
San Antonio, TX
12.2020 - 12.2021
- Supervised and coached a team of 15–25 associates in a high-volume collection's environment, ensuring performance targets were consistently met.
- Developed and implemented performance improvement plans, increasing right-party contact rates and reducing delinquency.
- Ensured compliance with federal and state regulations (FDCPA, CFPB) and internal risk management policies.
- Designed and led training programs focused on negotiation tactics and customer engagement strategies for delinquency recovery.
- Partnered with analytics and strategy teams to leverage data insights, optimizing collection approaches and agent performance.
- Managed workforce planning and scheduling to maintain adequate staffing and meet service level agreements.
- Strengthened team culture through mentorship, recognition programs, and engagement initiatives, reducing turnover.
- Optimized staffing levels by monitoring unit needs and making data-driven adjustments to scheduling as necessary.
- Assisted in development and implementation of policies, procedures, and regulations for unit operations.
Covid Hotline Manager
City of San Antonio
San Antonio, TX
07.2020 - 10.2020
- Supervised and coached a team of 15 city employees in a high-volume call center, consistently meeting performance targets.
- Oversaw workforce planning and scheduling to ensure appropriate staffing levels and compliance with service level agreements.
- Fostered a positive team culture through mentorship, employee recognition, and engagement initiatives, contributing to reduced turnover.
- Monitored call trends and operational needs to make data-driven staffing and workflow adjustments.
- Supported the development and rollout of new policies and procedures in response to evolving pandemic-related challenges.
Manager, Credit Customer Service
Kohl's Contact Center
San Antonio, TX
09.2014 - 02.2020
- Led a 700-seat call center and collaborated with national leadership to improve performance across 10 contact centers.
- Achieved best-in-class customer experience metrics, including a 95% customer satisfaction rating against an 85% target.
- Developed and executed strategic initiatives to enhance customer experience, efficiency, and cost control.
- Implemented performance-driven coaching programs, reducing call handle time by 30% and improving agent efficiency.
- Enhanced Net Promoter Score (NPS) by optimizing training, process improvements, and cross-functional collaboration.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Manager, Quality Assurance
Kohl's Contact Center
San Antonio, TX
07.2012 - 08.2014
- Developed and maintained quality assurance scorecards, evaluation forms, and calibration frameworks to ensure consistent performance standards across BPO operations. Conducted monitor reviews, facilitated calibration sessions with leadership and quality teams, and performed gap analyses to identify root causes, drive corrective actions, and improve customer experience outcomes.
- Directed quality assurance initiatives for the Credit Division, implementing process improvements that increased compliance and performance.
- Managed a team of quality advisors, ensuring consistent coaching, auditing, and adherence to performance standards.
- Conducted calibration sessions with leadership to drive alignment on quality expectations and best practices.
- Utilized data analysis to identify trends, develop corrective actions, and enhance customer interactions.
Unit Manager - AVP
Citigroup N. A.
San Antonio, TX
08.2004 - 11.2010
- Supervised and coached a team of 15–25 associates in a high-volume collection's environment, ensuring performance targets were consistently met.
- Developed and implemented performance improvement plans, increasing right-party contact rates and reducing delinquency.
- Ensured compliance with federal and state regulations (FDCPA, CFPB) and internal risk management policies.
- Designed and led training programs focused on negotiation tactics and customer engagement strategies for delinquency recovery.
- Partnered with analytics and strategy teams to leverage data insights, optimizing collection approaches and agent performance.
- Managed workforce planning and scheduling to maintain adequate staffing and meet service level agreements.
- Strengthened team culture through mentorship, recognition programs, and engagement initiatives, reducing turnover.
- Optimized staffing levels by monitoring unit needs and making data-driven adjustments to scheduling as necessary.
- Assisted in development and implementation of policies, procedures, and regulations for unit operations.
Client Service Manager
West Teleservices (BPO)
San Antonio, TX
07.1991 - 08.2004
- Led multiple client programs and cross-functional teams, driving operational excellence, client satisfaction, and business growth initiatives.
- Served as executive point of contact for clients, fostering strategic partnerships that strengthened retention and expanded business opportunities.
- Facilitated Executive Business Reviews (QBRs), leveraging performance data and operational insights to align client objectives with service delivery strategies.
- Directed workforce planning and resource allocation strategies to ensure service level achievement while optimizing operational costs.
- Implemented process improvement initiatives that enhanced efficiency, improved customer experience, and reduced operational risk.
- Developed managers and emerging leaders through coaching, mentorship, and succession planning programs that strengthened organizational capability.
- Utilized performance analytics and KPI reporting to identify trends, drive decision-making, and improve operational performance.
Account Manager
West Teleservices (BPO)
San Antonio, TX
07.1991 - 08.2004
- Directed operational performance across multiple BPO client programs, ensuring achievement of service level agreements (SLAs), customer experience objectives, quality standards, productivity targets, and contractual commitments.
- Served as a strategic business partner to executive client stakeholders, building trusted relationships through operational governance, performance reviews, business planning, and proactive issue resolution.
- Established and led governance frameworks including Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), KPI scorecards, and performance improvement plans to drive accountability, operational excellence, and client satisfaction.
- Leveraged operational analytics, performance dashboards, and business intelligence reporting to identify trends, mitigate risks, and provide data-driven recommendations that improved customer satisfaction, quality performance, productivity, and operational efficiency.
- Partnered with Workforce Management, Quality Assurance, Training, and Operations leadership teams to ensure staffing readiness, operational scalability, workforce optimization, and successful execution of client initiatives, product launches, and peak-volume periods.
- Led root cause analysis, gap assessments, and corrective action planning to address operational challenges, customer escalations, and performance deficiencies, driving measurable and sustainable improvements.
- Developed and governed quality assurance frameworks, including evaluation scorecards, monitoring programs, calibration sessions, and quality reviews to ensure consistency, compliance, and alignment with client expectations and operational standards.
- Facilitated cross-functional calibration sessions with Operations, Quality, Training, and Client stakeholders to improve scoring consistency, identify performance trends, and drive targeted coaching and continuous improvement initiatives.
- Directed implementation of process improvements, workflow enhancements, and operational best practices that improved service delivery, reduced customer effort, increased efficiency, and enhanced overall customer experience outcomes.
- Oversaw executive-level client communications, performance reporting, and strategic initiatives while ensuring alignment between business objectives, operational execution, and customer expectations.
- Managed complex client and operational escalations, partnering with internal and external stakeholders to drive timely resolution and maintain strong client relationships.
- Drove client retention, business growth, and long-term partnership success through exceptional service delivery, operational leadership, stakeholder management, and consistent achievement of performance objectives.
Education
High School -
Oliver Wendell Holmes High School
San Antonio, TexasCollege Credit - undefined
Capella University
Minneapolis, MinnesotaSkills
- Client relationship management
- BPO Management
- Quarterly business reviews
- Client retention strategies
- Data-driven insights
- KPI Management
- Effective stakeholder communication
- Collaborative leadership
- Workflow optimization
- Customer Experience Strategy
- Operations oversight in call centers
- Leadership and mentoring
- Employee Engagement & Retention
- Business Process Improvement
- Change and risk assessment
- Tableau Oracle Zendesk AI Certified Salesforce Slack Zoom Hubspot Microsoft
- Social Media & Digital Engagement
- Bright Pattern NICE Voice Base
- Analytical data assessment
- Quality Assurance & Compliance
- Bilingual in English and Spanish
- Staff training development
- Vendor and Contract Management:
Accomplishments
- 2024 Team Member of the Year
- 2023 Manager of the Year
Certification
Ai certification
Languages
Spanish
Native or Bilingual
Timeline
Senior Manger Client Services & Call Center Operations BPO
VIPdesk Connect
12.2021 - Current
Unit Manager Collections– AVP
Citigroup N. A.
12.2020 - 12.2021
Covid Hotline Manager
City of San Antonio
07.2020 - 10.2020
Manager, Credit Customer Service
Kohl's Contact Center
09.2014 - 02.2020
Manager, Quality Assurance
Kohl's Contact Center
07.2012 - 08.2014
Unit Manager - AVP
Citigroup N. A.
08.2004 - 11.2010
Client Service Manager
West Teleservices (BPO)
07.1991 - 08.2004
Account Manager
West Teleservices (BPO)
07.1991 - 08.2004
College Credit - undefined
Capella University
High School -
Oliver Wendell Holmes High School