About
Hey, I'm Angel 👋 I'm the founder of Mentors CX, and yes, I mentor here too. I started in CX in 2012, answering customer calls at a BPO in Honduras. Since then I've been an agent, tech support rep, QA analyst, ops supervisor, trainer, video producer, marketing lead, and now a founder. Along the way I've led teams from 4 people up to a 180-person seasonal project, and today I lead a team of 20+. I built Mentors CX because I wish I'd had someone to call at each of those steps. Here's where I can help: - Team management: coaching, tough conversations, scaling a team, or your first time managing people - Building CX at a startup: your first support hires, in-house vs. outsourcing, and setting up the basics right - Onboarding: for new agents and for new customers - Community: building one people actually show up for - Career moves: from the frontline into leadership, or from support into marketing, ops or your own thing - Marketing to CX buyers: positioning, content and go-to-market if you sell to CX teams Fun fact: I used to be a filmmaker, so I'll probably help you tell your story better too. Calls are free and chill. Bring a real challenge and we'll leave with a next step.
Experience
Founder & CEO · Jun 2024 – present I built Mentors CX so CX professionals and founders can book 1:1 calls with people who've been there. Today it includes the mentor marketplace, the Mentors CX Academy and a Slack community.
Head of Marketing · Oct 2024 – present I lead marketing and a team of 20+ at a CX outsourcing company that builds dedicated support teams for fast-growing brands.
Training Support Specialist → Interim Marketing Director · Aug 2015 – Aug 2024 Almost 9 years. I started out training new agents, then became the company's first video producer and built the video function from scratch. I created the "Meet Our Heroes" series, which helped with retention and recruiting and often came up in sales calls as a deciding factor. I grew into Brand & Marketing Manager and Interim Marketing Director, and led teams ranging from 4 people to a 180-person seasonal project.
Customer Service Rep → Operations Supervisor · Jun 2012 – Jan 2015 Where it all started. I went from taking calls to tech support, QA, and then supervising teams of 20–30 agents. This is where I learned what great (and painful) customer experiences feel like from the inside.
Expertise
Almost 15 years leading people: 20–30 agents as a supervisor, teams of 4 up to a 180-person seasonal project at PartnerHero, and 20+ people today. Happy to talk 1:1s, feedback, hard conversations, remote teams, or how to survive your first months as a manager.
I've spent my whole career inside companies that build support teams for other businesses. If you're a founder figuring out your first support hire, whether to outsource, or what to set up first, let's talk it through.
I started at PartnerHero training new agents, and at Mentors CX I obsess over how new members get started. I can help with agent onboarding and with the first days of your customers' experience.
I've seen CX outsourcing from the operations floor and from the marketing side of two outsourcers. I can help you decide if outsourcing makes sense and what to ask a vendor.
Industry
I work with SaaS and CX-tech founders on building their support function and on reaching and selling to CX leaders.
Reviews
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