E2E Customer Operations Advisory

We transform complex operations into sustainable results.

We optimize the operational ecosystem that supports your customer relationships. We align service, post-sales, collections, contact center, and back office to improve efficiency, control, and profitability.

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+20years of executive experience
E2Eend-to-end operational vision
4specialized operational verticals
The real problem

The real cost lies in how the system operates.

When processes are not standardized, operations generate hidden costs: rework, errors, duplications, turnover, loss of operational knowledge, and inconsistent supervision.

Hidden costs

Rework, errors, and duplications that do not appear in the P&L but consume valuable resources.

Low productivity

By person, team, or channel. Indicators are reported, but not managed.

High turnover

Loss of critical operational knowledge and inefficient onboarding cycles.

Non-standardized processes

Each team executes differently. Variation generates inconsistency and backlogs.

Reactive supervision

Without management routines or operational governance, leadership acts late.

Disordered growth

The operation scaled without sufficient structure to sustain demand.

Our specialization

E2E operational strategy for critical customer operations.

We see the complete operation: from customer contact to the internal processes that support service, collections, resolution, back office, supervision, and indicators.

What we do — and what we don't.

We focus on E2E operational strategy. We are not a CX agency, UX/UI, marketing, sales, technology firm or generalist consultancy.

01

Service & Post-sale

Attention optimization, first contact resolution, SLAs and backlog.

02

Collections

Contactability, payment promises, portfolio recovery and containment.

03

Contact Center & BPO

Quality, training, dimensioning and operational governance.

04

Back Office

Process standardization, traceability, control and waste reduction.

Our solutions

High-impact interventions with measurable results.

Assessment

Operational Assessment

Deep analysis of your operation, indicators and processes to identify hidden costs.

  • Operational waste map
  • Control gap identification
  • Intervention prioritization
Standardization

Process Standardization

Documentation and normalization of operational processes with clear roles.

  • Greater operational consistency
  • Reduced variation and errors
  • More effective onboarding
Redesign

Operational Redesign

Value chain transformation with quick wins + strategic roadmap.

  • Lower cost per contact
  • Higher productivity per FTE
  • More scalable operation
Advisory

Strategic Advisory

Continuous executive accompaniment for operations leaders.

  • Data-driven decisions
  • Sustainable operational governance
  • Strengthened middle leadership
Market context 2026

The market demands more operational efficiency than ever.

Customer operations in Latin America are facing an accelerated transformation. Organizations that do not optimize their operations today will be out of position tomorrow.

01

AI as an operational co-pilot

Generative AI is industrialized in 2026: it is no longer a pilot, it is production. Operations that do not integrate AI into their workflows will lose efficiency compared to competitors that do.

02

Predictive and analytical collections

Portfolio management shifts from historical reporting to predictive analytics. Dynamic prioritization, intelligent contactability, and embedded payments define the new standard for recovery.

03

Pressure on operational margins

The cost of claims, customer service, and collections continues to rise. Organizations with inefficient operations no longer have the margin to improvise. Structural efficiency is imperative.

04

Regulation and traceability

Regulators demand order, traceability, and operational consistency. Process documentation and operational governance are no longer optional but become business requirements.

Business Metrics

Where we generate measurable value.

Kuali's work connects directly to financial and operational KPIs.

Cost & Efficiency
Cost per contactCollection costEfficiency per channel
Productivity
Productivity per FTEOccupancy & adherenceSupervision routines
Service
Service levelFirst contact resolutionSLA & backlog
Collections
ContactabilityPayment promisesPortfolio recovery
Talent
Turnover & absenteeismLearning curveOnboarding effectiveness
Customer
Retention & loyaltyCustomer lifetime valueOperational churn
Kuali Method

Operational transformation with sustainable results.

Our Kuali Method has been designed with an End-to-End vision, integrating over 20 years of experience in optimizing services, collections, and back office.

Phase 01

Diagnose

We analyze your operations, indicators, structure, and processes to identify deviations and sources of hidden costs.

Phase 02

Detect

We evaluate the health of your value chain to identify waste, friction, control gaps, and latent risks.

Phase 03

Design

We develop a tailored plan: quick wins for immediate results, structural solutions, and a roadmap aligned with your objectives.

Phase 04

Execute

We support implementation with dashboards, role definitions, and data-driven decision-making.

Phase 05

Sustain

We establish a governance framework, internal capabilities, and operational discipline to ensure lasting results.

Focus sectors

We operate where customer complexity is highest.

Financial Services & Fintech

Customer service, collections, resolution, back office and client management.

Financial Retail

Credit, service, collections, post-sale and customer management at branch level.

Collection Agencies

Productivity, supervision, indicators and operational stability.

Contact Centers & BPOs

Quality, turnover, dimensioning and operational governance.

Intensive Customer Operations

High interaction volume that needs control, efficiency and traceability.

Experience & Credentials

Executive seniority at the service of your operation.

Kuali Strategic Advisory is a specialized firm built on over 20 years of direct experience in managing and transforming customer operations in highly complex organizations.

We are not a passing consultancy. We are practitioners who have led operations, resolved crises, and built sustainable operating systems from within.

+20Years in customer operations
E2EIntegral cycle vision
4Specialized verticals
"

Less waste. More control. Better execution.

We turn operational complexity into savings and productivity.

We make indicators serve to decide, not just to report.

Our Founder

Claudia López, MBA

Founder & Principal Advisor

Executive and consultant specialized in Customer Operations, Customer Service, Collections, Contact Centers, and E2E Operational Transformation. She has more than 20 years leading customer operations across financial services, fintech, financial retail, and collections, holding executive roles at Broxel, Kueski, Surtidora Departamental, BAC Credomatic, Banco Ficohsa, and C&A. Her approach combines strategic vision, direct operational reading, and executive guidance to turn complex operations into more efficient, controlled, and profitable models.

+20 years of experience +300 Team members led simultaneously +60% interaction automation Experience across Mexico and LATAM High-volume operations
Top 50 Recognition Women CX Leaders LATAM
MBA Master of Business Administration
Mexico & LATAM Operational coverage
E2E Customer Operations
Claudia López, MBA

Executive track record

Executive roles in leading organizations

Experience holding executive positions in financial services, fintech, and retail companies.

Kueski Kueski
Broxel Broxel
BAC Credomatic BAC Credomatic
Banco Ficohsa Banco Ficohsa
C&A C&A
Surtidora Departamental Surtidora Departamental

Areas of specialization

An approach built from real operations

01 Customer Operations Advisory
02 Service and after-sales
03 Collections and recovery
04 Contact centers and contact channels
05 Back office and resolution
06 Operational Excellence
07 KPI governance
08 Operational leadership

Quantified achievements

Measurable results in critical operations

+ $5M MXN/month monthly operational savings through structural optimization
+ 60% automated interactions
70% migration to digital channels
$180M MXN/year annual operating budget managed
Hundreds of team members led in critical operations

We transform complex operations into sustainable results

Kuali Strategic Advisory strengthens the operation that supports day-to-day customer management: service, after-sales, collections, contact center, and back office.

Schedule an operational assessment
Next step

Is your operation generating the performance it should?

Schedule a no-cost operational assessment. In 45 minutes, we identify where waste is occurring and what interventions would generate the greatest impact in your organization.

Schedule an operational assessment
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