Natalia Solórzano

I am a passionate, strategic, and creative professional with over 18 years of dedicated leadership experience in the VPO industry. I am motivated to embrace new challenges and possess expertise in driving successful implementations, change management, process improvement management and team development. My extensive experience encompasses all aspects of operations from end to end.

Experienced and results-driven Operations Manager with a strong background in contact center leadership, specializing in collections, customer service, content moderation, and customer success. Proven ability to lead hybrid teams (remote and on-site) while consistently driving performance across key KPIs such as 
Recognized for developing low-budget motivation strategies, implementing DMAIC process improvement methodology, and creating engaging internal communications campaigns. Skilled in leading digital transformation efforts and aligning operational practices with company culture and core values. I bring a creative and people-focused approach to employee engagement, wellness activities, and building a growth-oriented, fun, and high-performing culture.

Strong leadership in emotional intelligence, conflict resolution, communication, and coaching of mid-level leaders, with a proven ability to develop talent without relying on external development teams. Comfortable navigating change, overcoming resistance, and delivering tangible results that positively impact both employees and business outcomes.

Bachelor’s Degree in Business Administration
Universidad San Marcos, Costa Rica — Graduated in 2022
Currently pursuing a Licenciatura in Business Administration

Specialization in Artificial Intelligence
Tecnológico de Costa Rica (TEC), Costa Rica — Graduated in 2024

Certifications & Training

• Lean Six Sigma – Green Belt
• Leadership & Emotional Intelligence for Team Development
• Contact Center KPI Management & Analytics
• Employee Engagement & Motivation Strategies in Low-Budget Environments

Agile & Scrum Master Methodology-2023