About Eduardo Perez
I am currently Chief Customer Officer for Tricolor Holdings, however have also served as COO of a few smaller companies on a consultative basis. I previously worked running operations as Director of Operations at Capital One and prior to this was working as an engineer in a manufacturing environment.
I most recently was awarded Top 10 Chief Customer Officers of 2023 for driving our NPS score from in the single digits to over 70 NPS consistently. At Tricolor Holdings, I run over a $1B portfolio which consists of our call center operations, customer experience strategy, collections, vehicle servicing operations and portfolio management operations. Prior to Tricolor, I ran my own consulting company focused on helping small to mid-sized companies improve their operations and customer experience.
While at Capital One, for 10 years, I was awarded 7 Circle of Excellence Awards for leading impactful process improvements across the business. In 2017, I published the book, “Simplified Process Improvement: The Art of Process Improvement Decoded into 5 Simple Steps”. In 2016, I was awarded the 40 Under 40 award of Hispanic Execs of Fortune 500 Companies, by HACR.
I specialize in operational excellence, statistical analysis, continuous improvement, process design, operational leadership and customer experience. I possess a Six Sigma Black Belt, Lean Certification, & PMP.
In addition to my certifications, I possessed an MBA from Carnegie Mellon University in Finance & Operations Management, a Master’s in Engineering in Industrial Engineering and a Bachelor’s in Engineering in Engineering and Math. I have also earned a graduate certificate in Design Thinking & Innovation (customer experience focus) from Stanford University.
My passion is operational leadership, continuous improvement, statistics and customer experience. I started this free blog to share my expertise, advise, content, opinions and thoughts on the above.
- Eduardo Perez