consultant
Liliana Cortes-Suggs
Liliana's Expertise:
- Operations
Background:
Liliana Cortes-Suggs has over 25 years of experience in the contact center industry with years of client, account management and operational experience across multiple industries and geographies including LATAM, European and N.A. markets. Her expertise across contact channels as well as her knowledge of best practices for people, processes and technology leads to innovative recommendations to improve employee and customer satisfaction, quality, and reduced costs.
Approach:
Liliana is a forward-thinking, results driven bilingual leader who thrives in fast-paced environments requiring high analytical skills. Liliana can translate complex requirements across diverse stakeholders from agent level to IT developers to the C-Suite. She approaches projects and problems using project management and DMAIC methodologies to analyze your processes end to end and find long lasting improvements to customer satisfaction and employee satisfaction, while reducing costs.