Liliana Cortes-Suggs
Tampa,FL
Summary
25+ years’ success leading long-term growth and customer engagement for domestic and international operations. Forward-thinking and results driven bilingual leader with consistent success guiding turnaround operations and implementing continuous process improvements while expanding and improving upon market positions, relationship management and customer experience. An articulate and collaborative leader adept at building consensus and fostering teamwork across all organizational levels and job functions to achieve goals. Strong client and operational experience across multiple industries and geographies including LATAM, European and N.A. markets. Advanced expertise in multi-channel strategies, benchmarking, and implementation. Excels at contract negotiations (RFP development to signing), performance management, and contract compliance.
Corporate leader with strong background in strategic business management and partnership development. Proven ability to drive growth and foster collaboration within teams. Known for adaptability and results-driven mindset, ensuring alignment with organizational goals.
Experienced with strategic business leadership, financial oversight, and partnership management. Utilizes innovative approaches to drive operational efficiency and team success. Track record of fostering strong business relationships and achieving organizational objectives.
Result-driven business leader with proven track record in strategic planning, operational excellence, and financial management. Skilled in fostering team collaboration, driving growth initiatives, and adapting to evolving business needs. Known for strong leadership, effective communication, and focus on achieving measurable results. Proficient in decision-making, conflict resolution, and leveraging market opportunities to maximize profitability.
Overview
22
22
years of professional experience
Work History
Managing Partner
Enterprise Solutions Partners
05.2020 - Current
- Co-founder and executive of management consulting company focused on opportunities that provide strategic innovation, process improvement and services for call centers and small and medium businesses
- Partnering with a consulting company from MN (CH Consulting Group), in assessments, where we evaluate operations from all points through an impartial party
- These evaluations use a customer-centric approach that reviews current people, processes, and technology
- I have developed projects in the travel industry, technology, insurance, and social impact companies
- Established and implemented business procedures and process improvements.
Call Center Manager
Copa Airlines
04.2012 - 04.2020
- Responsible for overseeing and leading vendor management organization of 2 contact center for Copa Holdings, located in Panama City and Bogotá
- Act as liaison between Copa and two call centers providers (400 agents), manages budget operation of $10M and sales revenue of $130M
- Rolled out dashboards and development of SLA metrics to ensure call center vendors meet Key Performance Indicators in Service Level, Quality, NPS, Conversion rate
- Implemented industry best in class quality and training processes, including development of operations manual and product policies through COPC standard
- Responsible for creating and controlling an operational budget of US$8M and sales budget of USD$130M
- Implemented cost saving initiatives by reducing Average handling Time and improve First call resolution
- Implemented operating actions to improve conversion rate from 20% to 30% during the last two years
- Implemented dedicated teams to deliver sales products to corporate, agencies and groups quoting
- Led projects that required documentation with BRD, workflows to implement new CRM system and process automation in the call center
- Participated in teams that write and approve technical documentation for new process in the reservation system, these projects included workflows and business case to get impact analysis for the company
- Designed and led project implementation for telecommunications infrastructure connecting 26 countries with the contact centers
- Reviewed and implemented processes to improve first contact resolution and provide better customer satisfaction simultaneously reducing cost from contact center operations
- Developed business case and implemented the current service center operations for preferred customers ConnectMiles
- Created contact centers RFP process and writing contracts, including an objective-based evaluation model and benchmarking across the LATAM region to ensure a successful selection based on the best quality / cost solution
- This action generated $US2M in savings year over year
- Wrote and negotiated current statements of work and contracts with both vendors which included risk and reward clauses and business continuity plans to ensure Copa quality of service
- Championed and disseminated a business continuity plan including technical and staffing analysis between sites
- Implemented a robust forecasting process resulting in greater than 98% accuracy
- Implemented non-traditional channels (chat, WhatsApp) and improve IVR tree using RPA’s and bot technologies
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
Director of Account Management
Sitel Group
09.2004 - 03.2012
- Responsible for building and maintaining existing and new client relationships, developing, and implementing strategies to grow the current business
- Coordinated all commercial proposals for new clients in Americas and Spain
- Designed and developed strategies and goals to meet client expectations
- Provided analysis of operational results in KPIs of efficiency, quality, and satisfaction to ensure that client goals and expectations were met
- Responsible for account management organization with an annual revenue of US$15M of two telecommunications clients Cable & Wireless and Vodafone Spain
- Responsible for writing and negotiating Contracts and Statement of Works
- Increased revenue by USD 8M per year in the offshore business
- Designed and implemented chat and social media strategies in the call center
- Closely monitored operational performance based on contractual obligations and ensured action plans were in place that guaranteed production results
- Responsible for project management and implementation of COPC (call center standard) in all areas of SITEL Panama, achieving compliance during three consecutive years
- Implemented operations to support services and best practices in countries across Latin America and the Caribbean, as well as offshore services in Panamá and Colombia for USA and Spain
- Led sales efforts for new business opportunities in local and regional markets in LATAM, closed 3 big contracts generated more than $25M per year
- Provided leadership and coaching for staff by analyzing performance and adapting to customer recommendations.
- Developed strong working relationships with clients by maintaining open lines of communication, regularly soliciting feedback, and demonstrating a genuine commitment to their success.
- Enhanced client satisfaction by implementing strategic account management processes and fostering long-term relationships.
- Presented data-driven insights to executive leadership regarding overall account health, highlighting trends or emerging issues that may require attention at a higher level within the organization.
- Delivered exceptional customer service by promptly addressing concerns or issues raised by clients, ensuring timely resolutions and maintaining trust in the business relationship.
- Analyzed key performance metrics to identify areas for improvement in account management processes and implemented necessary changes for optimization.
- Mentored junior account managers, providing guidance and support to aid their professional growth and success.
- Conducted regular reviews of account performance against established goals, initiating corrective actions as needed to keep projects on track and drive successful results for clients.
- Continuously sought opportunities for process improvement, implementing tools and technologies as needed to enhance efficiency and effectiveness in managing accounts.
- Managed revenue models, process flows, operations support, and customer engagement strategies.
Regional Operations Manager
Sitel Group
07.2003 - 04.2004
- Responsible for successful and profitable operation of 9 clients including management of client expectations and goals, achieving operational, financial, and human resources targets
- Managed contracts with revenues of US$2M, negotiated commercial conditions, wrote and negotiated Statement of Works
- Relationship management for clients in different industries such as (telecommunications, technology, retail, leisure, insurance, technology)
- Consistently achieved greater than 95% of the contractual KPI´s
- Designed and implemented a KPI scorecard for all operations areas
- Implemented technical support project for offshore services
- Spearheaded operational procedures and processes to improve efficiency and optimize operations.
- Streamlined regional operations by implementing efficient processes and procedures.
- Negotiated contracts and agreements to optimize cost savings and efficiency.
Education
Master of Strategic Management -
Sabana University
11.2003
Bachelor of Computer Science -
Central University
07.1994
Skills
- Strategic business planning
- Leadership and social influence
- Analytical and creative thinking
- Technology literacy
- Business & market development
- Motivation and self-awareness
- Account Management
- Business continuity plan
- SLA’s development
- Service orientation and customer service
- Training and Development
- Risk assessment
- Customer relationship
- Talent management
- Operation efficiency
- Quality control
- Budget and financial management
- Detail-Oriented
- Multitasking in fast paced environment
- Curiosity and lifelong learning
- Project Management
- Empathy and active listening
- Process Improvement
- Workforce management optimization
Accomplishments
- Supervised team of [Number] staff members.
- Achieved [Result] through effectively helping with [Task].
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Achieved [Result] by introducing [Software] for [Type] tasks.
Work Authorization
- USA (citizenship)
- Colombia (citizenship)
- Panama (Resident card)
Personal Information
Title: COPC-Registered Coordinator, Microsoft Certified product specialist
Community Service
- Metropolitan Ministers
- Feeding Tampa Bay
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Managing Partner
Enterprise Solutions Partners
05.2020 - Current
Call Center Manager
Copa Airlines
04.2012 - 04.2020
Director of Account Management
Sitel Group
09.2004 - 03.2012
Regional Operations Manager
Sitel Group
07.2003 - 04.2004
Bachelor of Computer Science -
Central University
Master of Strategic Management -
Sabana University
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