Angel Aleman

I help organizations transform customer operations through AI, automation, and operational excellence, strengthening service, reducing cost-to-serve, and supporting sustainable growth. My philosophy is simple: Fix the foundation first. Then use AI as a force multiplier. For more than 25 years, I have led global customer operations across telecom and SaaS, building teams and operating models across North America, Latin America, EMEA, and APAC. My experience spans customer care, customer success and support, global service delivery, contact centers, and BPO and vendor management. At Verizon, I led operations spanning up to 15,000 agents and managed a $250M operating budget, driving major improvements in customer experience, productivity, cost, and revenue. At Inside Real Estate, I led SaaS delivery services with 75 internal team members and 500 BPO agents, improving onboarding, support, automation, and customer experience. My career began in hospital billing and collections, giving me an early foundation in healthcare support and the importance of handling complex and sensitive customer conversations with clarity and care. I partner with Operations, Technology, Product, and Finance leaders to simplify workflows, strengthen accountability, and turn strategy into measurable results. I stay close to frontline teams because dashboards can tell you what is happening; the frontline can often tell you why. Whether leading a large global organization or a smaller delivery team, my focus is consistent: develop strong leaders, make service easier for customers, and build operations that deliver lasting results.