Spanish call center giant Atento has named Normand Barahona its Managing Director in Peru.
Barahona, who served as Business Director until few days ago, will replace Jose Antonio Iyo, under whose leadership the BPO firm repeatedly received the award of Great Place to Work.
“My main objective is to continue offering the best customer experience solutions to companies and to maintain the commitment to quality and innovation,” Barahona said.
“Jose Antonio Iyo is leaving the position after a long career at the company to undertake new professional projects,” Atento stated in a press release.
Atento arrived in Peru in 1999, launching a delivery center in the capital city of Lima. Today, the company has delivery centers in three major cities across the country, with more than 14,500 people on its payroll.
“Peruvians have a neutral accent,” is the common comment by Atento executives about the Andean country. Some of its Peruvian centers are serving its clients in Argentina and Chile as well.
But reports say the company is seeing lesser demand for its voice-based customer service. Until few years ago, voice accounted for 90% of Atento’s revenue in Peru, but today it makes up just 65% of its income.
Barahona, according to Atento, has extensive knowledge about multi-channel customer experience solutions, especially those delivered through digital platforms such as social media networks and online tools.
“Normand also has a unique expertise in developing innovative CRM/BPO solutions and we are confident he will increase the value we offer our clients in the digital environments where they operate,” said Alejandro Reynal, CEO of Atento.
Barahona has a degree in Industrial Engineering from the University of Lima and has an MBA from the Maastricht School of Management in Holland.