Luis Carrillo

Luis Carrillo has a wealth of experience in customer service and operations management. Luis is currently serving as the Director of CX Operations at IPSY, where they are responsible for leading the service experience for multiple beauty and self-care brands. Their role involves optimizing the service strategy, scaling the team, and providing customer insights to drive innovation.

Prior to their current position, Luis worked as the Sr. Operations Manager - Customer Care at BFA Industries. Here, they focused on workforce management planning, budgeting, and developing strategies for a multichannel support team.

Before joining BFA Industries, Luis held various positions at credit.org. Luis started as the Sr. Contact Center Manager and eventually became the Director of Program Services & Contact Center. In these roles, they oversaw call center operations, financial education programs, and managed program activities.

Luis also has experience as a Contact Center Manager at Adir International dba La Curacao, where they improved call control and established strong relationships with vendors and clients.

Overall, Luis Carrillo's work experience showcases their expertise in customer service, operations management, and leadership.

Luis Carrillo holds a Bachelor of Business Administration (B.B.A.) degree in Business Administration from California State University, Los Angeles. Luis has additional certifications including Break The Barrier from Kahilla in 2023, a Certified Housing Counselor from the U.S. Department of Housing and Urban Development in 2020, Leadership International from CallCenterBestPractices.com, Lean Six Sigma Green Belt Certification from UCR School of Business, and Managing Priorities & Follow Thru from EGIT International.