Authors

Abby Barnes

Director of Client Partnerships at Horatio

Abby Barnes serves as the Director of Client Partnerships at Horatio, where she leads the strategic growth and long-term success of the company’s brand partnerships. Based in Austin, Texas, and having grown within the organization for over three years, Abby is dedicated to building deep-rooted relationships and ensuring every client receives the high-touch, innovative support needed to scale effectively in the modern market.

Augusto Veloz

Senior Training Manager at Horatio

Augusto Veloz serves as the Training Manager at Hire Horatio, where he specializes in Customer Success by designing and deploying bespoke training frameworks for new clients. By tailoring these structures to meet the unique demands of specific industries, Augusto ensures that every team is equipped with the precise tools and knowledge needed to drive excellence and foster long-term growth from day one.

Huascar Sánchez

Quality Assurance Director at Horatio

Huascar Sanchez leads the Quality Assurance efforts at Hire Horatio, where he specializes in building high-performing QA departments from the ground up. Driven by the belief that quality is a cornerstone of business growth, Huascar leverages a data-driven approach and a focus on positive reinforcement to elevate service levels and drive operational excellence continuously.

Jhessy Poline

Sr. Talent Acquisition Manager at Horatio

Jhessy Poline serves as the Senior Talent Acquisition Manager at Hire Horatio CX, where she has played a foundational role in evolving the company’s recruitment model since its earliest stages. With nearly a decade of expertise in the BPO sector and an alumna of Barna Management School, Jhessy focuses on structuring scalable talent processes that align hiring strategy with operational excellence.

Jose Herrera

CEO at Horatio

Jose Herrera helps set the strategic vision of Horatio and leads all growth, sales, marketing efforts for the company. Originally hailing from the Dominican Republic, Jose was inspired to create a company that not only provides tech-enabled support for today’s fastest growing North-American businesses, but also one which creates opportunities locally & gives back to his native community.

Melba Alcantara

VP of Legal & Corporate Development at Horatio

Melba Alcantara serves as the VP of Legal & Corporate Development at Horatio, where she oversees the company’s legal strategy and global growth initiatives. A long-tenured leader who has grown alongside Horatio for nearly five years in Santo Domingo, Melba ensures operational integrity and helps shape the corporate vision as the company continues to scale its international footprint.

Nadira Garufi

Director Of CX and Operations at Horatio

Nadira Garufi drives operational excellence at Hire Horatio CX, specializing in strategic planning and process optimization. Originally from Montreal and having lived in Latin America for nearly 20 years, Nadira leverages her multilingual proficiency in English, French, Spanish, and Italian to bridge cultural barriers while focusing on her passion for mentoring and growing leaders from the ground up.

Ricardo Gonzalez

Customer Experience Manager at Horatio

Ricardo Gonzalez serves as the Customer Experience Manager at Hire Horatio, where he leads cross-functional teams in orchestrating and executing strategically aligned customer journeys. Dedicated to helping small to mid-sized clients realize value quickly and maintain it consistently, Ricardo acts as a bridge between high-level business objectives and technical execution.

Rita Saoud

SVP of Operations at Horatio

Rita Saoud serves as the Senior Vice President at Hire Horatio CX, where she oversees operations, client services, and crisis management to optimize the customer journey. A multilingual leader fluent in Arabic, French, and Spanish, Rita is dedicated to fostering strong global relationships and empowering the next generation of CX professionals through people-first mentorship and operational excellence.

Sara Bloise

Customer Success Senior Manager at Horatio

Sara Bloise leads Customer Success and Strategy at Horatio, where she focuses on designing scalable systems and optimizing the onboarding experience to drive long-term client value. By blending empathy with rigorous strategy, Sara builds the repeatable frameworks and cross-functional structures necessary to fuel growth and ensure seamless transitions for enterprise partners.

Steffanie Punde

Customer Success & Business Insights Director at Horatio

Steffanie Punde serves as the Customer Success & Business Insights Director at Hire Horatio, where she bridges strategy and execution through data, AI, and people. Leveraging her background in finance, Steffanie specializes in building scalable Business Intelligence functions that fuel growth and strengthen retention, always operating with her signature belief that "data knows best."