Cesar Perez

I run customer support, retention, and sales operations for a living, and I've done it for 20+ years. Most recently I was Senior Manager, Charter Growth Operations at FirstGroup America (First Student), running a 24/7 multilingual sales, service, and retention operation for national accounts like the NFL, KIPP Schools, and the University of California. Before that I led a 400-seat contact center at Time Warner Cable and Charter and held six outsourced partners in four countries (600 agents, 13 locations) to one standard. Two results I'm proud of: I grew the FirstGroup team from 8 to 120+ people and took retention on charter accounts over $5,000 a year from 72% to 92%. And when a failed system cutover put about 3 million Charter customers at risk, I led training and change management for 1,200+ agents and got a regulator-mandated service level back to compliance in about six months. I've worked remotely since March 2020. I moved my team to a permanent in-home model in 2022 with no drop in service, and before that I led an all-remote team of language coaches around the world at Rosetta Stone. I'm bilingual in English and Spanish. Next, I want a remote Director or VP role in customer support, customer success, or contact center operations, at a company that treats service as part of the product. I coach hard, I measure everything, and I'd rather be on the calls with my team than above them.