Carlos Restrepo

About Carlos Restrepo

VALUE PROPOSITIONMy approach is rooted in strategic planning, innovation, and continuous improvement. I thrive in fast-paced, highly competitive environments, where I leverage my expertise in identifying inefficiencies, implementing effective solutions, and driving substantial performance gains. By focusing on building positive and collaborative work environments, I have successfully cultivated engaged teams that are committed to delivering superior customer service.SUMMARYI am skilled in developing and implementing customer-centric strategies that maximize customer support operations and enhance satisfaction. My track record includes achievements such as improving Voice of the Customer survey scores, reducing complaint call volume, and achieving significant gains in customer self-service adoption.As a leader, I am dedicated to fostering talent and empowering individuals to reach their full potential. I believe in leading by example and creating opportunities for growth and development. By championing organizational change initiatives and promoting a culture of innovation, I have helped my teams adapt and thrive in evolving business landscapes.I am committed to driving tangible business results and exceeding customer expectations. I am excited about the opportunity to leverage my expertise and leadership skills to contribute to the success of a forward-thinking organization that prioritizes customer satisfaction and operational excellence. Let\'s connect and explore how we can collaborate to achieve our mutual goals.LEADERSHIP HIGHLIGHTS Earned 2022 Avantor Business System awards for reducing agent attrition and enhancing productivity. Elevated Voice of the Customer survey results from 79% to 88% and a 10% increase in Resolved Rate. Supported call center agents in seven countries while managing portions of a $500M budget with Verizon Wireless. Introduced new coaching and development strategies, a new platform, and tools and skills drills for agents across 50 sites. Used data analytics and the Voice of the Customer to build a framework of key performance indicators, measurement systems, and goals to drive world-class results across 17 contact types.Specialties: Identify Inefficiencies, Optimize Workflows, Design & Implement Customer-Centric Strategies, Lead Organizational Change Initiatives, Customer Service Operations, Performance Improvement, Team Leadership, Contact Center Operations, Customer-Centric Service Models, Project Leadership, Lowering Call Volume, Turnaround Scenarios

Experience

1. Director of Customer Service Transformation Innovation and Strategy

   Avantor

   Mar 2025 — Present

Education

• Quinnipiac University

  Bachelor of Science - BS, Marketing

• Quinnipiac University

  Master of Science - MS, Organizational Leadership