Carlos Zapata

Carlos Zapata is an experienced professional in customer service and operational management with a career spanning over a decade. Currently serving as the Head of Call Center Customer Service at Farmacias Ahumada since November 2021, Carlos previously co-founded InnovaSite Solutions, where a multidisciplinary team focused on customer experience management. Carlos held the position of Customer Experience Coordinator at Falabella Retail S.A., where responsibilities included identifying process improvements and managing customer feedback through surveys. Prior roles include Head of Operations at Proservices Chile, Manager of Quality and Processes at TRANSVIP, and various positions at Emergia Contact Center and Digitex, where training and sales management were key responsibilities. Carlos holds a degree in English Language and Literature from Instituto Colombo Americano and has a background in supporting migrant communities with Scalabrini International Migration Network.