Omar Pantoja

About Omar Pantoja

Results-driven Director of Operations and Service Delivery with over 15 years of progressive experience in the education sector. Proven expertise in Branch Management, Corporate Sales, Account Management, Remote Operations, E-learning, Service Delivery, Process Development, and Team Development. Demonstrated history of launching and nurturing new business units while enhancing the performance of established operations. Successfully led multi-unit operations across various markets in the United States, orchestrating the creation of efficient new departments.​Notable accomplishments include consistently surpassing business objectives by driving increased productivity, enhancing sales and revenue, optimizing service delivery, and improving EBITA.

Experience

1. Director of Service Delivery for North America

   Berlitz Corporation

   Jul 2022 — Present

   As the Director of Service Delivery for North America, I oversee and optimize the delivery of language solutions to clients, ensuring efficient management, high-quality standards, and strong client relationships.My key responsibilities include:Leading and managing a team of service delivery professionals across multiple regions.Developing and executing strategies to enhance the service delivery process, ensuring client satisfaction and operational efficiency.Overseeing project management, resource allocation, and scheduling of language services to meet client needs.Collaborating with sales and account management teams to understand client requirements and deliver customized solutions.Monitoring quality assurance standards, ensuring compliance with industry regulations and best practices.Handling complex client inquiries and escalations, resolving issues promptly and professionally.Managing budgets, resources, and performance to meet financial targets.Continuously improving workflows and adopting innovative best practices.Building and maintaining strong relationships with clients to ensure long-term satisfaction and retention.

Education

• Universidad Autónoma de Guadalajara

  Graphic Design Advertising

Skills

• Spanish
• Strategic Planning
• Training
• New Business Development
• Leadership Development
• Intercultural Communication
• English
• Teamwork
• Staff Development
• Customer Service
• Strategy
• Business Development
• Social Networking
• Business Services
• Public Speaking
• Teaching
• Leadership
• Sales
• Management
• Team Building
• Foreign Languages
• Coaching
• Committed to Professionalism
• International Sales