Monica V. Marroquin V.
About Monica V. Marroquin V.
Monica V. Marroquin V. is the Head Global C Ops Contact Center Transnational at Cabify, with nearly two decades of experience in customer experience and service management.
Current Position at Cabify
Monica V. Marroquin V. is currently working at Cabify as the Head Global C Ops Contact Center Transnational. She has been in this role since 2020 and is based in Bogotá, Distrito Capital, Colombia. Her responsibilities likely include overseeing global contact center operations, ensuring quality customer service, and managing operational efficiency.
Previous Roles at Cabify
Prior to her current role, Monica held several positions at Cabify. In 2020, she served as Head of Processes Management Assurance Transnational for 6 months. Before that, from 2019 to 2020, she was the Head of Customer Excellence Transnational for 7 months, also in Bogotá. These positions involved managing process improvements and ensuring excellent customer service across multiple regions.
Experience at Telefónica
Monica has extensive experience with Telefónica, where she worked for several years. From 2017 to 2019, she was the Gerente Experiencia Clientes in Bogotá D.C., overseeing customer experience management for two years. Before that, she served as Gerente Planificación Contact Center from 2013 to 2017, managing contact center planning for four years.
Early Career
Monica began her career at BellSouth International, Inc. where she worked as a Professional Customer Support from 1999 to 2009 in Bogotá D.C., Colombia. She later transitioned to Corp-Movistar as Jefe Informes Control y Presupuesto from 2009 to 2013. These roles laid the foundation for her expertise in customer service and operational management.
Educational Background
Monica holds several academic qualifications. She earned a Diplomado en Direccion de Personal from Pontificia Universidad Javeriana in 2013. She later studied at Universidad Militar Nueva Granada and completed an Especialista en Alta Gerencia from 2015 to 2016. Additionally, she holds a degree in Industrial Design from Fundación Universidad de Bogotá 'Jorge Tadeo Lozano.'
Expertise and Skills
With nearly two decades of experience in customer experience and service management, Monica specializes in quality and customer satisfaction. Her expertise includes managing and evaluating performance indicators, strong negotiation skills, and the ability to work collaboratively across all organizational levels. She has also led areas focused on BPO management for service sector companies.