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Nearshore Strategy
CXM and BTO services company Atento has appointed Francisco Grillo as its new Chief Operating Officer for Peru and Mexico. This strategic move aims to unify both regions to optimize efficiency and enhance the nearshore service offering for the US market.
The global customer experience management and business transformation outsourcing (CXM/BTO) company, Atento Luxco 1 ("Atento»), has announced a strategic reorganization of its regional management team. Effective immediately, Francisco Grillo, until now Country Manager of Perú, will assume joint management of operations in Perú y Méxicotwo key markets with a clear focus on services nearshore all with Estados Unidos.
Strategic unification for the North American market
The decision to consolidate the management of these two regions under the leadership of Francisco Grillo It serves a dual purpose: on the one hand, increase operational efficiency and on the other improve the value proposition nearshore for the company's customers in Estados UnidosThis restructuring will allow Atento to offer more agile and coordinated solutions, taking advantage of the synergies between both countries.
To ensure continuity and excellence in service at the local level, the structure is reinforced with two key figures. Elia Santillán, current Country Manager of México, will continue to lead operations in the Mexican local market, reaffirming the historic commitment of Atento with the country. For its part, Diego CrespoA senior executive with a long history at the company will assume specific responsibility for the operations of Perú.
Management profiles focused on transformation
Francisco Grillo brings over 20 years of experience in company management BPO and Customer ExperienceSince joining at the end of 2022, he has successfully led the restructuring of operations in Perúachieving remarkable results in efficiency and new business development. Previously, he held the position of CEO at Teleperformance Perú y Allus Global BPO Centerand presided over the Asociación Peruana de Experiencia de Cliente (APEXO).
The team is complemented by the solid experience of Elia Santillán in business management within Atento, who will focus his efforts on consolidating the leadership position in México, and Diego Crespo, who, with 28 years in the company and experience in Argentina y Perú Since 2017, he will bring a comprehensive vision to Peruvian operations, where he has led technological transformation programs.
| Role | Executive | Key Responsibilities |
|---|---|---|
| Director of Operations for Peru and Mexico | Francisco Grillo | Lead the strategy nearshore to EE.UU. and joint efficiency. |
| Country Manager (Local Operations in Mexico) | Elia Santillán | Consolidate leadership and service to local customers in México. |
| Director of Operations for Peru | Diego Crespo | Ensuring the vision and technological transformation of operations in Perú. |
Corporate vision: agility and specialization
Dimitrius OliveiraCEO AtentoHe framed these changes within the company's global strategy: "We optimized our structure to adapt to the needs of each client. Francisco will boost our strategy nearshore to EE. UU., while we guarantee exceptional service in every local market, both in México as in Perú».
For its part, Francisco Grillo He expressed his commitment to the new role: "I take on this new challenge with great enthusiasm and with the firm purpose of consolidating the operations of Perú y México as platforms of excellence for our clients in Estados UnidosGrillo emphasized that the region has "the talent, infrastructure, and operational capabilities necessary to continue driving business transformation."
With this evolution in his leadership, Atento seeks to consolidate a more agile and specialized operating model, maximizing the potential of América Latina as a strategic hub talent and technology for the local and international market.
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