Joe Camarillo

About Joe Camarillo

I am passionate about helping companies enhance their customer and employee experience in the customer service space with a focus on optimizing operations, vendor and team development and innovative technology solutions. As a project coordinator Meta Reality Labs customer service operations team, I support vendor management operations for 2 outsourced vendor partners across 5 global sites with 800+ agents. Products supported are virtual and augmented reality (VR/AR) technologies, including the Quest VR headsets and Ray-Ban Meta Smart Glasses.As a CX technology consultant and BPO vendor advisor at Cloud Tech Gurus, I serve as a trusted advisor and project manager for contact center stakeholders looking to transform their contact center operations through AI-enabled, automated and scalable CX technology solutions. I have comprehensive experience in contact center operations and BPO vendor management, driving performance, operational efficiency, service quality and customer satisfaction for customer support and sales programs. • Oversaw BPO vendor operations in EMEA and LATAM regions, across 3 sites, supporting customers across 20 global markets and 11 languages. • Drove $3M in cost savings by leading the selection and onboarding of a new vendor partner, successfully launching program within a 90-day window.• Director of Customer Operations- Led a 300-FTE team supporting customer service and sales operations for multiple programs. • Led the implementation of sales scripting and order management systems, quality assurance customized tooling and CCaaS platforms, driving operational automation and efficiency. As a workplace wellness advocate, I co-founded WSA to help support the well-being and mental health of employees working in high stress occupations. We partner with organizations to create healthier and more productive workplaces by providing comprehensive employee wellness and resilience training. Our approach is focused on education, prevention, early detection and sustainable support. If you are interested in the latest automated, scalable contact center technology, partnering with the right BPO vendor or providing wellness and resilience training to your employees, I can definitely present some great solutions. Let’s connect and explore opportunities to work together.

Experience

1. Co-founder and CEO

   Wellness Support Alliance

   Jan 2024 — Present · Austin, TX, US

   WSA partners with organizations of all sizes to support and improve their employee’s mental health through education, training and support. Our mission is to break down the mental health stigma and create healthier, more resilient workplaces. The wellness training we provide is centered around education, prevention and early detection. By equipping individuals with the knowledge and skills to manage stress and build resilience we help make a positive impact on employee well-being, productivity, and retention.• Oversee business strategy, operations, support services development, training coordination and account management.• Project managed mental health awareness and coping skills trainings for 300 Emergency Communications staff members, meeting requirements and timelines through strategic planning and execution. • Led the scope of work documentation, sourcing and vetting of a learning management system to provide a learning and development online solution centered around mental health, leadership and core job skills for a 911 contact center client.

Education

• Middle Tennessee State University (MTSU)

  Bachelor of Science - BS, Mass Communication/Media Studies