Elba Castañeda has a near 14-year experience in the Contact and Call Center industry. She has held senior positions in the areas of customer support in international companies such as Resort Condominiums International, Hotel El Cid Resorts and JW Marriott, which has allowed her to learn about the industry from different angles. She is currently Director of Certification in the Norma de Excelencia de Centros de Contacto, and the Modelo Global de Calidad en la interacción con Clientes.
Elba is a graduate of the Universidad Tecnológica de México, with a major in Administración de Empresas Turísticas. She obtained a Masters degree in Management Skills and a further degree in Quality and Productivity from the same institution. Her dissertation to obtain her Master's Degree was "Inteligencia Emocional aplicada a los Centros de Contacto". She has also led several studies focused on human behavior in Contact Centers, such as: Inteligencia Emocional y Desarrollo Humano en la Fundación de Investigación para el Desarrollo Profesional. |
