Cesar Arrocha
About Cesar Arrocha
Cesar Arrocha is the Client Services Governance Lead at BairesDev, where he oversees the performance and management of the Operations team. He has a diverse background in client services, quality analysis, and continuous improvement, with previous roles at Caterpillar Inc. and NCO Group.
Current Role at BairesDev
Cesar Arrocha currently serves as the Client Services Governance Lead at BairesDev. In this role, he focuses on improving processes and ensuring adherence to company standards. He has been with the company since 2023 and leads the performance and management of the Operations team. His responsibilities include producing key performance indicators (KPIs) for the Client Services Area, which are essential for measuring the effectiveness and efficiency of client service operations.
Previous Experience at BairesDev
Cesar Arrocha previously worked at BairesDev in various capacities. He served as PMO Lead from 2022 to 2023 in Medellín, Antioquia, Colombia, where he contributed to project management operations. Prior to that, he was a PMO Analyst from 2021 to 2022, also in Medellín. His tenure at BairesDev has provided him with extensive experience in project management and operational governance.
Experience at Caterpillar Inc.
Cesar Arrocha held multiple positions at Caterpillar Inc. from 2011 to 2020. He started as an HR Process Support Representative from 2011 to 2013, followed by a role as HR Operational Excellence Analyst from 2013 to 2019. He later worked as a Continuous Improvement Specialist from 2019 to 2020. His roles involved enhancing operational processes and supporting HR functions, contributing to the overall efficiency of the organization.
Background in Quality and Customer Service
Cesar Arrocha began his career at NCO Group, where he worked as a Customer Service Representative in 2008 for 11 months and later as a Quality Analyst from 2009 to 2011. His experience in these roles provided him with a strong foundation in customer service and quality assurance, which he has applied in his subsequent positions.
Education and Expertise
Cesar Arrocha holds a Master's degree in Project Management from Universidad Interamericana de Panamá, which he completed from 2017 to 2018. He also earned a Bachelor’s Degree in Business Communications - Management from Universidad Tecnológica de Panamá, studying from 2008 to 2012. Additionally, he is currently pursuing a degree in Data Analytics at Coderhouse, which he is expected to complete in 2033. His educational background supports his expertise in compliance processes and operational management.