Natural scope
Customer operations, performance, QA, calibration, analytics, workforce discipline, and process enablement.
Trajectory
Trajectory across operations, performance, and quality.
This page organizes my resume as an executive reading: the contexts where I have operated, the kinds of problems I have solved, and the way my operating style repeats across time.
The foundation is customer operations and contact center work, but the thread is broader: establishing cadence, protecting customer experience, and turning complexity into clearer systems.
20+
years in operations and contact center work
10+
countries supported through regional hubs
EN/ES
bilingual operating and communication range
Working pattern
I take messy work and turn it into scoreboards, routines, controls, and real follow-through.
Type of impact
I improve quality, visibility, and execution without disconnecting operations from business pace.
Key stages
This is not an exhaustive function list. It is a reading of the chapters that best explain how I evolved as an operator, leader, and builder of systems.
2024 - Present
Senior Social Media Specialist / Social Media Specialist
Thryv · Santo Domingo, Dominican Republic
Operational leadership across social support, paid social execution, and cross-functional coordination with ownership over cadence, performance follow-through, and multi-channel support.
- Sustained the team's operating rhythm through daily and weekly follow-through.
- Handled high-volume support across email, phone, cases, and fulfillment work.
- Structured escalations and product feedback loops to reduce repeat incidents.
2023 - 2024
Web Consultant
Thryv · Santo Domingo, Dominican Republic
Led discovery, requirements capture, copy, QA, and go-live for conversion-focused websites, owning the client journey from brief to launch.
- Translated business goals into scope, content, and web structure.
- Aligned branding, experience, and launch readiness.
2018 - 2022
Founder & Principal Consultant
Miguel Carrasco · Dominican Republic
Combined training, systems enablement, and operational consulting for SMBs, alongside enterprise-grade NOC and ITSM work for an ISP.
- Delivered training in customer service, sales, and collections.
- Implemented tools and operating stacks for small and mid-sized teams.
- Supported NOC and ITSM initiatives with a focus on visibility, governance, and readiness.
2017 - 2018
Manager - Sales Effectiveness and Projects
Scotiabank · Santo Domingo, Dominican Republic
Led performance strategy for a bilingual Caribbean hub supporting more than 10 countries, connecting analytics, dialer optimization, speech analytics, and CX initiatives.
- Advised directors and the VP through executive reporting and operating analysis.
- Drove NPS, speech recognition analytics, and readiness for regional initiatives.
- Improved contact strategy, segmentation, and sales performance.
2016 - 2017
Dialer Administrator
Scotiabank · Santo Domingo, Dominican Republic
Full ownership of contact strategy and operating reporting for multi-country collections portfolios.
- Improved contactability, RPC, and conversion through data-based segmentation.
- Built a daily KPI suite that gave leaders sharper operating visibility.
2010 - 2016
Operations, Reporting, QA, Site Governance
Professional Call Solutions, Xerox, ERC, INFOTEL · Dominican Republic / Panama
Formative and consolidating stage in floor leadership, QA calibrations, reporting, adherence, payroll coordination, SOPs, client reviews, and site administration.
- Built a strong base in QA, WFM discipline, SLA protection, and people leadership.
- Connected daily operations with compliance, site governance, and continuous improvement.
Professional foundation
Core areas
- Contact Center Leadership
- Performance Management
- Dialer Strategy
- QA and Calibration
- Reporting Cadence
- Customer Experience
Education and development
- Industrial and Organizational Psychology, Universidad Abierta para Adultos
- Psychometric Test, Skills and Personality, Universidad Abierta para Adultos
- Business Executive, Universidad Dominico Americano
- Emerging Leader, Organizational Leadership, Thryv
Languages and certifications
- English: Native or Bilingual
- Spanish: Native or Bilingual
- Effective Time Management
- Effective Communication
- Coach
Frequently asked questions
A quick way to understand the profile, the scope, and the kind of role that best fits this trajectory.
What kind of experience does this trajectory summarize?
It summarizes experience across customer operations, contact center leadership, QA, analytics, performance management, and multi-country operational work.
What recurring value shows up across his career?
The strongest recurring pattern is turning complex or messy work into clear routines, controls, scoreboards, coaching, and better operational visibility.
What roles is Miguel best positioned for?
He is best positioned for roles such as Director of Customer Operations, Director of Contact Center Operations, and Director of Performance, Quality & CX.