Luis has more than 20 years of call center experience dedicated primarily to call center management and functionality.  His experience includes working with telemarketing, customer service, helpdesk, and collections call centers in an inbound, outbound and blended capacity.   His knowledge of applications include ACD, IVR, workforce management, call recording, evaluation, quality, switching, and monitoring, as well as training soft skills such as needs -based selling, scripting and irate call resolution.

He has strong abilities as both a call center manager or director, and the technical savvy to provide consultative analysis and project management to his client's satisfaction.  His experience began as an actual customer service representative and includes more than seventeen years in call center management and consultation.