Joanna Laverde
Regional Service Manager - Nola
Professional profile
Engineer with a background in strategic business management and PMP certification, with over 20 years of experience leading teams in IT, telecommunications, healthcare, insurance, and BPO. Expert in leadership and customer service.
Work experience
Customer service management in Northern Latin America, ensuring high standards of satisfaction and KPI compliance.
Major achievementRegional leadership in service management, customer satisfaction, and multidisciplinary team management.
Responsible for customer service, implementation of satisfaction strategies, and process analysis.
Major achievementCustomer service management and process improvement to increase satisfaction and retention.
IT and BPO service delivery management, project control, client relations, and contract compliance.
Major achievementOutsourced services management, SLA and KPI compliance, and enterprise customer relationship leadership.
Education experience
Universidad santo tomás | Undergraduate
