About

Stephen Rodriguez

Founder & Principal Consultant, SRX Advisory

I've spent more than 20 years running customer operations across the US, the Caribbean, and Asia. I started as a frontline agent, went on to lead a 468-seat contact center, and most recently served as Chief Customer Experience & Digital Channels Officer at Ncell in Nepal.

SRX Advisory is how I bring that experience to other operators: redesigning customer journeys, putting AI where it earns its place, and fixing the processes behind them, working alongside your team until the new model runs on its own.

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Portrait of Stephen Rodriguez, founder of SRX Advisory

Selected Results

What I've delivered as an operator

Outcomes from roles I held and engagements I led, with the organization named so you know where each came from.

45→89% Chatbot Containment · Ncell

Through conversational AI, workflow automation, and IVR redesign.

260K+ Monthly Interactions Moved to AI & Automation · Ncell

Reducing cost-to-serve at scale.

284→205 FTE, No Decline in Service Quality · Ncell

Through demand management and digital journey redesign.

+1.8→+23 Net Promoter Score · Digicel Jamaica

Through voice-of-customer fixes, frontline coaching, and closed-loop execution.

44→63% IVR Resolution · Ncell

By categorizing every call by intent and complexity, then fixing the IVR branch by branch.

9→2 days Resolution Cycle Time · Consulting

With an escalation service management system and clearer ownership.

Experience

From the contact center floor to the executive team

2026 – Present

Founder & Principal Consultant

SRX Advisory · Austin, Texas

Advisory work with operators modernizing customer operations. A recent engagement with a regional operator rebuilt the CX operating model and measurement framework, and cut repeat contacts from 27.5% to 25.7% in one line of business and from 25.8% to 20.2% in another.

2024 – 2026

Chief Customer Experience & Digital Channels Officer

Ncell · Kathmandu, Nepal

Led Customer Operations, CX, Digital Channels, and Sales with a $3M+ budget and board-level reporting. Lifted digital self-service share from 51% to 71% and grew mobile app monthly users from 700K to 1.4M.

2023 – 2024

Customer Operations Executive (Consulting)

Independent · Caribbean and Asia-Pacific

Brought in to fix resolution performance and build operating infrastructure from scratch, including a company-wide performance management system and a new BPO function.

2017 – 2023

Director, Customer Operations & CX

Digicel Group · Jamaica and Trinidad hubs

Led customer operations and CX across Jamaica, Trinidad, Barbados, and Bermuda, reporting to the CEO, with 300+ staff and 1.8M+ annual interactions in the Jamaica hub. Cut mobile churn from 3.5% to 1.2%.

2015 – 2017

Director, Customer Care

Time Warner Cable · Carolinas

Directed a 468-seat, 24/7 contact center. Raised CSAT from 94% to 98% and cut agent attrition from 68% to 38%.

2003 – 2015

Contact Center Director

Cablevision · Stratford, Connecticut

Progressed from frontline agent to Contact Center Director, running multi-site operations with 300+ staff and 1M+ annual customer contacts across voice, chat, and email.

How I Work

Three habits I bring to every engagement

Fix the journey, not the channel

Customers rarely hate IVR or chatbots. They hate ones that weren't designed for them. I sort demand by intent and complexity, then track resolution, effort, and NPS branch by branch instead of as one blended number.

Build the measurement if it doesn't exist

When the data isn't there, I don't wait for the reporting system to catch up. I build measurement into the process, get a directional answer fast, and refine it as the data matures.

Meet teams where they are

Leading in Jamaica, Trinidad, and Nepal taught me that no leadership style is universal. I adapt to the team's culture and let trust build on their timeline.

Background

Education, languages, and base

Education

MBA, Business Administration · University of Bridgeport

Languages

English (native) · Spanish (professional working)

Based in

Austin, Texas · working with operators across North America, the Caribbean, and Asia