Scarleth Tercero Loría

Operation with more than 130 active clients and 1000+ staffing headcount.

• Provide executive leadership for the country's operations, setting the strategic vision and driving sustainable growth, profitability, market expansion, and long-term value creation across all business lines.
• Hold full accountability for country P&L performance, leading commercial, operational, and financial strategies that consistently delivered revenue growth, margin optimization, and shareholder value.
• Build and nurture strategic relationships with C-suite executives, multinational corporations, industry leaders, chambers of commerce, business associations, and key stakeholders across diverse sectors, positioning the organization as a trusted workforce and talent partner.
• Influence labor market conversations by actively engaging with leaders across the private sector, public sector, academia, and non-profit organizations to foster collaboration, innovation, and sustainable employment opportunities.
• Direct the full lifecycle management of outsourced workforce operations, overseeing onboarding, employee engagement, compliance, safety standards, and offboarding processes in accordance with labor regulations and corporate policies.
• Direct high-performing executive and leadership teams, cultivating a culture of accountability, inclusion, innovation, and continuous development while strengthening leadership succession and organizational capability.
• Identify emerging market opportunities, competitive threats, and macroeconomic trends, translating insights into actionable strategies that accelerate growth and strengthen market leadership.
• Monitor daily performance and financial metrics, identifying gaps and implementing process improvements to strengthen productivity by analyzing country market and/or internal procedures.
• Delivered consistent high results against key performance indicators by setting clear objectives and regularly monitoring progress toward achieving them.
• Work closely with LATAM, Regional and crossover leadership to establish strategies and drive transformation, innovation and organizational effectiveness initiatives that strengthen capabilities, simplify ways of working, and improve business and commercial outcomes.
• Foster a culture of continuous improvement, encouraging innovation and efficiency with internal policies of AI and human capabilities.
• Drove corporate social responsibility initiatives by partnering with local communities for philanthropic endeavors or sustainability projects.

Managed multiple Hospitality clients, 7 lines of business and +150 executives.

• Led the end-to-end launch and ramp-up of customer support operations in Costa Rica, coordinating workforce planning, recruitment, onboarding, training, operational readiness, and stakeholder alignment to ensure a scalable and sustainable business model.
• Bridged global (EMEA, APAC) business objectives with regional market realities, driving the adaptation of operational frameworks, service models, and customer experience strategies while developing high-performing leadership teams capable of executing with both global vision and local expertise.
• Designed and executed operational action plans focused on achieving and exceeding key performance indicators (KPIs), service level agreements (SLAs), customer satisfaction targets, and Voice of the Customer (VoC) expectations, fostering a culture of continuous improvement and operational excellence.
• Cultivated resilient leadership teams equipped to manage organizational transformation, rapid growth, and evolving customer demands while fostering an inclusive, people-first culture focused on engagement, wellbeing, performance, and long-term talent development.
• Acted as the senior escalation and relationship management leader for strategic clients and executive stakeholders, proactively managing complex business situations, mitigating operational risks, and protecting customer trust through transparent communication and decisive leadership.

Managed operation for 3 client with 4 Lines of Business each, and +1200 associated

• Main responsible for establishing an outstanding relationship with the clients, to build trust and promote a healthy atmosphere where they could feel comfortable by bringing a new business to the country.
• Acting Project Manager for all new projects before the ramp-ups (six new programs were launched during my stay in this role)
• Responsible for the achievement of budgetary measurements, but likewise, ensuring a good recognition program to my subalterns.
• Find and analyze all possible root causes of defects in the operation, and take proper actions to ensure and deliver the highest quality of service.
• Responsible for creating, executing and delivering performance results through strong action plans, that meet and exceed all Client expectations.
• Oversaw the selection, training, and development of direct reports and assigned work in line with organizational policies.
• Responsible for the Implementation of sister-sites at Philippines and Colombia.
• Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.