Caulfield ConsultingAbout Angel Aleman
Angel Aleman is a customer operations and contact center executive with 25+ years of experience, and the Principal Consultant of Caulfield Consulting.
His career started on the phones and rose through every level of the operation. He spent 21 years at TracFone Wireless (2000 to 2021), advancing from agent to Senior Director. He then served as AVP at Verizon Wireless (2021 to 2024), and as SVP Service Delivery at Inside Real Estate (2025), where he led support for BoldTrail, the company's flagship SaaS platform for real estate professionals. He founded Caulfield Consulting and has served as its Principal Consultant from August 2024 to July 2025 and from January 2026 to the present.
Across those roles he has led 15,000+ agents (200 in-house plus 14,800+ across 8 BPO partners), managed $250M+ operating budgets, and delivered $34M+ in documented savings: $10M from AI automation, $16M from vendor programs, and $8M from labor optimization, alongside $36M in revenue impact. His operations have automated 96% of Tier-1 contacts, raised CSAT from 85 to 92 in SaaS product support and from 86 to 94 in a voice-of-customer program, improved service level from 87 to 98, cut new-hire onboarding from 2 weeks to 5 days, reduced handle time by 20%, and moved NPS from 37 to 42.
He is also an owner-operator: he runs Pure Pristine Cleans, a multi-state home services company, which keeps his consulting grounded in the same hiring, scheduling, quality, and cost discipline his clients deal with every day.
Angel holds an MBA from St. Thomas University and a BA in English from Florida International University, and he completed a certificate program at the Stanford d.school. He is bilingual in English and Spanish and has run bilingual service operations at scale. He is based in Coral Gables, Florida, and works with clients across North America and globally distributed operations.
How he works
Caulfield Consulting is a principal-led practice. You work directly with Angel: no handoffs to junior staff, no generic playbooks. Engagements are scoped tightly, measured against the metrics your board cares about (cost-to-serve, CSAT, service level, containment), and reported in plain language.