Charissa Ortega
Sr Mgr Contact Center Solutions @Vericast
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WORK HISTORY
Sr Mgr Contact Center Solutions @Vericast
Lead operations for multi-department contact centers, including Payments, Marketing Solutions, and Financial Client Support.Manage a team of supervisors, support staff, and specialists—both in-house and through staffing partners.Spearheaded the launch of a new Michigan contact center, overseeing hiring, training, and facility readiness.Serve as the primary contact for client relationship management, ensuring KPI targets are exceeded across all programs.Facilitate cross-functional alignment through strategic presentations and project leadership.Drive team development and retention through remote leadership and continuous engagement practices.
SKILLS
ABOUT CHARISSA ORTEGA
Strategic and people-focused operations leader with 25+ years of experience driving performance, scaling teams, and delivering client satisfaction in dynamic, multi-site contact center environments.I lead with a balance of operational precision and human connection while managing cross-functional teams, launching new facilities, and exceeding KPIs for some of the most recognized financial institutions.Whether I’m mentoring rising leaders, optimizing resource allocation, or leading high-impact calls, I bring a passion for continuous improvement, team empowerment, and scalable, client-first solutions.Let’s connect if you’re passionate about operational excellence, people-first leadership, or building high-performing contact center teams that deliver measurable results.
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