Estuardo Guerra

About Estuardo Guerra

With nearly two decades of experience, I have been at the forefront of transformative leadership in Customer Experience (CX), driving innovation and operational excellence across diverse industries. My expertise spans CX journey mapping, IVR design, and omni-channel strategy development, ensuring seamless and personalized customer interactions. Specializing in workforce optimization, outsourcing vendor management, business process improvement and managed services, I’ve led teams to manage service contracts, statements of work, and financial projections effectively and increase retention.In dynamic sectors like eCommerce and healthcare, I have orchestrated strategic initiatives for over employees, focusing on resource planning, forecasting, and real-time support to optimize operational efficiency. My leadership approach centers on problem-solving and innovation, continuously seeking cutting-edge solutions to enhance processes, customer engagement, and organizational transformation.Certified in Six Sigma Green Belt, I am committed to continuous improvement, leveraging data insights to implement impactful changes that drive success across high-performance operational teams.

Experience

1. Senior Director - Customer Experience & Global Operations

   Acacium Group

   Apr 2023 — Present · Overland Park, KS, US

   As the Senior Director of Customer Experience for the US, I lead strategic initiatives across all brands to enhance operational efficiencies, deliver top-tier service, and foster innovation throughout the country. My role encompasses oversight of customer experience efforts across multiple centers of excellence and the management of strategic partners in India and South Africa. I am responsible for ensuring seamless operations that meet the highest standards of service quality, compliance, and customer satisfaction across all US brands.Key Responsibilities:Strategic Leadership: Develop and execute strategies to optimize customer experience across all US brands, aligning with corporate goals.Operational Oversight: Manage daily operations to ensure compliance with standards and industry best practices.Brand Responsibility: Deliver a consistent, high-quality customer experience across all brands while addressing unique needs.Partner Relations: Oversee partnerships with key vendors in India and South Africa, optimizing service delivery and value.Team Leadership: Foster a culture of growth, innovation, and continuous improvement within diverse teams.Innovation & Process Improvement: Implement cutting-edge technology to boost efficiency and enhance service quality.Financial Management: Ensure resource optimization and adherence to financial goals.Stakeholder Engagement: Collaborate with stakeholders to align strategies, improve the customer journey, and drive business growth.Compliance & Quality Assurance: Uphold regulatory standards and ensure high-quality service across all centers.Achievements:Implemented technology solutions that reduced processing times by 30% while increasing customer satisfaction.Led restructuring efforts that improved operational efficiency by 25% and reduced costs.Developed a partner management system that enhanced service quality and compliance across US and international operations.

Education

• Universidad San Carlos de Guatemala

  3rd Year, Industrial Engineering

  2005 — 2008

• NBS - Guatemala

  Bachelor’s Degree, Business Administration and Management, General

  2015 — 2018

• Universidad Galileo

  2nd Year, Business Administration and Management, General

  2012 — 2015

Skills

• Team Management
• Customer Experience
• Account Management
• Business Process Improvement
• Business Analysis
• Transition Management
• Operational Excellence
• Coaching
• Contact Centers
• Leadership
• Program Management
• Analysis
• Call Centers
• Business Development
• Process Improvement
• Team Building
• Management
• Strategy
• Performance Management
• Crm
• Quality Assurance
• Bpo
• Sla
• Team Leadership
• Process Management
• Mis
• Employee Engagement
• Workforce Management
• Operations Management
• Training
• Customer Satisfaction