Ernesto A. Mona

Ernesto A. Mona is a seasoned professional with extensive experience in customer experience management and operations within the contact center industry. Currently serving as a Customer Experience Manager at Teleperformance since July 2021, Ernesto oversees operations for 500 to 600 employees and focuses on fostering positive employer-employee-client relationships while promoting high employee morale. Prior experience includes roles as an Operations Supervisor, Business Analyst, and QA Analyst at HGS - Hinduja Global Solutions, where statistical analysis and employee coaching were key responsibilities. Ernesto's career began at Asurion as a Technical Service Agent, where early recognition led to a promotion, and has included managerial experience at McDonald's. Educational credentials include a Bachelor of Business Administration from The University of Texas at El Paso, with additional studies at Middle Tennessee State University and Volunteer State Community College in engineering.