Amaru G.

Technology and contact center operations leader with 9+ years of experience building, scaling, and optimizing high-volume customer service and outbound environments across legal, healthcare, and BPO industries. Specialized in Five9 administration, dialer optimization, IVR design, campaign management, AI automation, CRM integrations, reporting, workforce operations, and telephony infrastructure. Extensive hands-on experience managing inbound, outbound, blended, and digital contact center environments while driving SLA performance, operational efficiency, and customer experience improvements. Strong background leading distributed teams across Latin America and partnering directly with executive leadership to implement scalable operational and technology strategies. Experienced in troubleshooting complex telephony environments, improving agent productivity, reducing abandon rates, optimizing dialing performance, and automating business workflows. Platforms & Technologies: • Five9 • Genesys Cloud • RingCentral • Zendesk • Noble Systems • CRM & API Integrations • IVR & Routing Logic • Workforce & QA Operations • AI & Workflow Automation I bring both the operational leadership and the technical depth needed to improve contact center performance, streamline processes, and support business growth.