Félix Pola

Chief Operating Officer

Félix Pola

Felix has a track record of over 20 years of experience in the Client Service industry, both in the private and public sector. Skilled at planning, developing and forecasting operations, demonstrating cost effectiveness and profitability, with outstanding leadership, sales and communication skills.

After he graduated in Biology from Universidad del Sagrado Corazon, Felix began his professional career in the United States. He worked for 5 years at First Data Corp., thus beginning his advancement in the call center management industry. In Puerto Rico, he has worked at Direct ResponSource (subsidiary of Casiano Communications) and El Dia Directo, where he worked for 8 years as Director of Operations being part of the strategic team that lead this 300+ station contact center to compete and attract the global market. His expertise in the outsourcing industry must be considered one of his major skills, leading him to interact with multiple industries such as: Telecommunications, Insurance, Health, Banking, Automotive, Hospitality and Tourism, Pharmaceuticals, Retail and Non-profit organizations.

In the public sector, Felix has served as Director for Planning and Development Department of the Autonomous Municipality of Ponce. He led a team of executives and analysts, with the task to identify, develop and monitor the use of federal funds through agencies such as the Department of Energy, Federal Transportation Agency and the Department of Homeland Security.

In 2011, Felix joined FranklinCovey, global consulting firm specialized in performance improvement, as a Consultant for key accounts. Later on, he became General Manager for the Puerto Rico operations. Recently, he joined the team of Latin Media House & DRSI Call Center LLC as Chief Operating Officer.

His areas of expertise:
• Operational management
• Human Resources management
• Cost effectiveness & profitability
• Marketing
• Team effectiveness & execution
• Leadership development programs
• Executive coaching
• Fully bilingual (Spanish – English)