Ms. Capellan is one of the most experienced and recognized Call Center experts in the Dominican Republic. With over 20 years of call center experience, she is certainly an industry visionary and one of its first pioneers. Her area of expertise covers many diverse specialties such as data entry, image processing, operations, strategic planning, forecasting, quality assurance, customer service, sales, and marketing. She’s overseen call center operations of over 800 employees, and has worked with many Fortune 500 clients. Ms. Capellan has also been involved in the design, start-up, and management of several multimedia call centers in the country, and has been involved in the successful implementation of CRM programs, sales strategies, and corporate images of important call center organizations in the Dominican Republic.

She was Production Manager for AMR Caribbean Data Processing, and was responsible for the implementation of data entry and imaging processing for Fortune 500 companies like American Express and FedEx. As Customer Service Director for Tricom, one of the main Telecommunications companies in the country, she managed and supervised a 170-seat call center, and was responsible for the implementation of the CRM program. Ms. Capellan then became the General Manager for Integrated Technology Corporation, a telemarketing company that offered long distance services to US CLECs, operating a call center of over 200 employees. Her telecommunications experience led her to Supra Telecom, a Florida-based Telecommunications Provider, where she was responsible for the design, start-up, and was the General Manager for their Santo Domingo call center.

Ms. Capellan is co-founder and managing partner of Contact Consulting Services, where she is Vice-President as well as Senior Consultant on call center operations.

She holds a Law degree, and has a post-graduate degree on Strategic Planning. She also holds the following national and international certifications: Methodology for the Measurement and Improvement of Business Productivity, certified Trainer by Infotep, certified in the art of public speaking, and certified in Data Entry by the Data Entry Management Association.