Kevin Cantillo Morales
- |-| LinkedIn
Operations Manager | Operations Leader
Coaching/Mentoring | Team Leadership | Performance Management | Process Improvement
Results-driven Operations Leader with 9+ years of experience leading high-performing teams, optimizing processes, and managing escalations to
enhance customer satisfaction. Proven track record in team leadership, stakeholder management, and KPI-driven performance
improvements. Adept at fostering a customer-centric culture, implementing training programs, and leveraging data-driven insights to drive
strategic decision-making. Skilled in continuous process improvement, workflow optimization, and cross-functional collaboration to
enhance efficiency and scalability. Passionate about driving innovation, operational excellence, and building strong partnerships to deliver
exceptional experiences.
Professional Experience
Infosys BPM | August 2021 - November 2024
Operations Manager
➢ Established a structured framework for Subject Matter Experts (SMEs), including schedules, assigned tasks, and measurable performance
metrics.
➢ Developed key performance indicators (KPIs), including customer satisfaction, resolution rate, and productivity metrics.
➢ Designed a workflow system for tracking and analyzing account-wide inquiries, providing data-driven insights.
➢ Led a team of 4 Managers, 15 Team Leaders, 7 Trainers and 25 SMEs fostering accountability and leadership skills through structured
mentoring and training.
➢ Implemented strict yet effective leadership practices to enhance team performance and efficiency.
➢ Successfully launched two new lines of business: Retention and Bilingual Customer Support.
➢ Led productivity and customer satisfaction initiatives that improved the client’s global ranking.
➢ Conducted Pareto analysis to identify key issues affecting customer service performance.
➢ Designed and implemented a governance structure and quality-focused learning plan to eliminate silos and enhance collaboration.
➢ Conducted a three-month historical productivity analysis, identifying major issues in shrinkage, logout times, and break/lunch tardiness.
➢ Collaborated with Workforce and HR departments to implement a new disciplinary structure and tracking system for improved adherence.
➢ Led training sessions on adherence, transparency, and compliance with new workforce policies.
➢ Developed and implemented a fair, data-driven scheduling system, ensuring transparency and employee engagement.
➢ Spearheaded initiatives that secured the #1 position in the client’s global rankings.
➢ Recognized as one of the Best Employees of 2023 for outstanding contributions to operations and team performance.
➢ Led Monthly Business Reviews (MBRs), Early and Quarterly Business Reviews (UBRs & QBRs), and out-of-schedule client meetings to align
on operational improvements.
➢ Partnered with stakeholders to develop strategic action plans based on business performance insights.
➢ Provided data-driven recommendations to clients, ensuring alignment with operational goals and long-term success.
Uber | December 2018 - August 2021
Team Manager
Led a team of 15 Executives and Executive Specialists, driving engagement and performance through structured motivation initiatives.
Developed a scale-up plan to enhance employee skills and create growth opportunities within the company.
Designed an equality-focused framework for call structuring, ensuring consistent and high-quality customer interactions.
Implemented accountability measures to reinforce adherence to performance expectations.
restructured the governance method to enhance coaching effectiveness and increase team impact.
Led a supervisor improvement program, training peers in presentation skills, Excel management, and project management to elevate
leadership capabilities.
➢ Provided data-driven coaching and development plans to improve team performance and career progression.
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Projects and Initiatives
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Established SME Operations Framework: Pioneered the role of Support Manager, creating the foundational structure for SME operations,
including performance measurement frameworks, KPIs, and bonus structures.
Streamlined Chat Support: Designed workflows and automated dashboards for chat support, improving efficiency and performance.
New Business Launches: Oversaw the ramp-up of two new lines of business, aligning teams with goals and implementing processes for
seamless launches.
Performance Improvements: Designed call flow strategies and upskilling programs to address gaps, improving key metrics such as CSAT,
resolution rate, and sales performance.
Cost Reduction and Efficiency Gains: Restructured productivity processes, eliminating shrinkage, and achieving $123,000 in annual cost
savings.
Sales Leadership: Developed and led a successful sales strategy, upskilling employees and driving 80% of the account’s total sales weight.
Employee Engagement: Fostered a healthy work environment and restructured bonus systems to improve transparency, boosting
motivation and satisfaction.
Attrition and Graduation Improvement: Reduced attrition by 20% and increased training graduation rates by 10% through governance and
team engagement.
