We embed senior operators inside contact centers and service businesses — rebuilding QA, WFM, and the reporting layer underneath. Then we hand it back, documented and running.
Most consultants do one. We do all three together so they reinforce instead of conflict. Strategy alone is theory. Process without people is bureaucracy. Technology without process is automation theater.
Clarity, Capability, Commitment, Consistency. We develop the bench before hiring over it — turning shift leads into supervisors and supervisors into managers who hold the standard after we leave.
Define, Measure, Analyze, Improve, Control. Lean / Six Sigma trained, but only when the situation rewards it. Diagnose the real bottleneck, instrument it, fix it, then install the control so it doesn't drift back.
Python, SQL, SSIS, Looker. We don't outsource reporting — we build it. The reporting layer is the strategy: if leadership can't see it the day it happens, they can't decide on it.
Reserved capacity, weekly rhythm, async access between sessions. You know your cost. We have flexibility on effort because we're not watching the clock on your critical week.
Discovery, not change. We assess what's working before changing anything. Week 2 you'll know whether this works. If alignment isn't there, we exit clean.
Documented expectations, owners, deadlines, touchpoints. Weekly leadership alignment, async support between calls, monthly deliverables you can measure. Your team owns it; we install the structure.
Post-handoff. Standing access for the leader you developed — judgment calls, calibration spot-checks, escalations. Low-touch, high-leverage.
Anonymized by client, qualitative by metric — but every case shipped, was measured, and held above target after handoff. Names available under NDA.
Stood up a new Medical VRI / OPI program for a US healthcare client across LATAM and Caribbean. Multi-program, multi-language, fully remote. Top Partner recognition inside the first year.
Rebuilt QA scorecards, sample plans, calibration cadences, and analyst coaching loops across a multi-program BPO. Scores held above target after the team owned the framework.
Greenfield WFM: forecasting, scheduling, intraday, adherence, shrinkage tracking, live Looker dashboards. Department went from "shift lead with a spreadsheet" to full WFM function.
Foursquare is the firm; the work is David Mejia's. Senior operator with deep BPO and contact-center tenure, hands-on technically (Python, SQL, SSIS, Looker) and primarily a senior ops leader. Multi-country experience, healthcare interpretation vertical depth, bilingual EN/ES, LATAM-rooted, US-client experienced.
Not a boutique that outsources. Not a one-person show pretending to be an agency. A senior operator running a deliberately small practice, taking a small number of fractional engagements where the work fits the methodology.
Send the rough shape of what's broken. We'll reply with whether this is a fit, whether to scope a 30-day diagnostic first, or whether you need a different shape of help. Reply in EN or ES.