Diego G.

I am a bilingual Operations and Servicing Manager with over 5 years of experience in collections, call-center management, and client servicing across the U.S. and Latin America. Currently pursuing an MBA in Project & Business Analytics at Park University, I bring both hands-on management expertise and strong analytical skills to every project. What I do best: Collections & Servicing Operations: Managing multi-location teams (U.S. & nearshore), optimizing call-center performance, and driving revenue growth through improved efficiency and compliance. Training & Performance Management: Designing training programs, monitoring KPIs (EVPH, RPC, wrap-up, QA), and coaching agents to achieve higher conversion rates. Client Collaboration: Supporting outsourcing strategies, ensuring compliance with FDCPA, HIPAA, and CFPB regulations, and strengthening long-term client relationships. Data & Business Analytics: Skilled in Excel, SQL, Salesforce, and reporting tools to analyze performance trends, improve decision-making, and build dashboards. I am results-driven, proactive, and adaptable, with a proven record of growing collections revenue, implementing technology solutions, and developing agent performance. Beyond finance, I also bring a background in soccer coaching and sports management, where leadership, teamwork, and discipline are at the core of my approach. I look forward to helping businesses optimize operations, improve team performance, and achieve measurable results.