Karla N. Ortega
Virtual Operations Leader | B2B & B2C Contact Center Expert | Customer Experience & People Development Champion | Bilingual (EN/ES)
- Role
- Virtual B2b Service Operations Manager at Wayfair
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Karla N. Ortega
I\'m a strategic and people-centered Operations Leader with over a decade of experience driving service excellence in both B2C and B2B contact center environments.At Wayfair, I’ve led hybrid teams, restructured post-RIF operations, implemented cost-effective resolution strategies, and partnered across Product, QA, and Workforce to streamline tools and processes. I’m especially proud of my track record in improving KPIs like CSAT, AHT, and resolution quality while developing high-performing managers and agents.I thrive in dynamic environments, believe in leading with empathy and data, and am always looking for ways to elevate customer experiences and team effectiveness.Bilingual in English and Spanish.Senior Manager of the Year Award 2025 Winner
Experience
Virtual B2b Service Operations Manager
Nov 2021 — Present · Boston, MA, US
Education
University of Massachusetts Boston
Bachelor's degree
Quincy College
Associate's degree
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