SUMMARY

• Motivated, highly engaged and supportive individual offering 15 years of diversified inbound and outbound call center experience. Excellent communication and problem - solving skills. Dedicated to achieving customer satisfaction as well as meeting/surpassing company expectations.
• Proven track record of building strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity. Poised and competent with demonstrated ability to easily transcend cultural differences.
• Excellent team-building skills in the areas of multiple call types including Customer Care, Technical Support, Outbound Support and Sales Support. Knowledge in leading training and development to ensure success.

PROFESSIONAL EXPERIENCE

Confidential

Site Operations Director

Responsibilities:

• Responsibilities included the strategic resource planning for the site, strategic account management, strategic forecasting of future lines of business, development of new training initiatives through governance/strategic thinking, internal system optimization and P&L management of multiple accounts. Responsible for ensuring overall service delivery excellence and efficiency while also managing operational activities and assigned staff for a large and/or complex account(s).
• Collaborate with internal stakeholders in the establishment of operating and service level agreements, as well as KPIs, for clients. Ensures team understands and adheres to these requirements.
• Monitor compliance to customer specific and contract requirements. Identified areas of opportunity for process improvement and implemented new procedures as needed. Monitor performance trends and make the appropriate adjustments to improve efficiency and customer service to meet and exceed operating and service level agreements. Along with internal stakeholders, identify and drive opportunities for automating work and reducing non-valued added work. Work cross-functionally to deliver improvements in performance to enhance client service and reduce operational risk. Identified opportunities to automate/remove administrative tasks from team so they can focus on value-added activities.
• Evolve the operations to meet strategic talent and business goals, be proactive in providing recommendations to deliver in new and efficient ways. Ensured successful recruiting, orientation and training (including new technologies) of new employees. Interact as needed with other functional areas including Human Resources, Talent Acquisition and Information Technology. Participated in selection and interviewing process. Responsible for documentation and separation of employment. Responsible for 500+ agents 3 Operations Managers and 27 supervisors.

Confidential, TX

Operations Manager

Responsibilities:

• Client facing role; driving performance improvement though process, system and reporting enhancements.
• Track and measure individual and team productivity and quality results; driving improvements as needed.
• Maintain and monitor performance, attendance and adherence reports for exempt and non-exempt reports.
• Responsible for 70 agents and 6 supervisors.
• Ability to meet commitments and report out progress

Confidential, TX

Operations Manager

Responsibilities:

• Provided data for client-operations review and meet all appropriate deadlines, as specified.
• Collect, analyze and present appropriate program data from the perspective of improving performance and quality on all projects.
• Hiring decisions, termination requests, time authorizations, the development and presentation of performance appraisals, and professional development and coaching of subordinates.
• Ensured consistent & effective daily operations management by managing center resources and capitalizing on opportunities to reduce costs and increase customer call quality.
• Analyzed daily, weekly and monthly reports to current status and recommend future resource planning.
• Accountable for effectively managing project teams and department spending while maximizing KPI achievement.
• Communicate potential performance issues and provide solutions to Site Director/ Client Services and Client.
• Create and maintain a solid client interface with open lines of communication to ensure the highest levels of customer service.
• Direct the forecasting and scheduling of daily workforce through collaboration with workforce management and real-time adherence teams.

Customer Service Supervisor

Responsibilities:

• Monitor and maintain established service levels, quality, and productivity of Customer Care Center for the purpose of quick and accurate resolution of all customer inquiries, concerns and/or praise.
• Resolve escalated issues to insure a proper and timely response to customers by email or phone contact.
• Manage the delivery analysis on call data for the purpose of client's service-level management and the planning of future upgrades in processes and services.
• Attend weekly client and internal monitoring sessions to improve performance.
• Record statistical information on agent skills and opportunities, create Action Plans and Performance Improvement Plans, and assist agents in meeting their goals.
• Develop, and maintain relationships between the Customer Care Center and Information Systems, Telecom, Client Services, Client Teams, Other Outsource groups, Corporate Quality Assurance (CQA) and Risk Management teams.

Confidential

Claims Customer Service (Bilingual) Supervisor

Responsibilities:

• Monitored and maintained established service levels, quality and productivity for the purpose of quick and accurate resolution of all system resources.
• Monitored team of 12 to 20 agents, ensuring timely resolution to claims for auto and property incidents.
• Resolved escalated issues to insure a proper and timely response by email or phone or on-call issues.
• Managed and delivered analysis on data for the purpose of each team’s service-level management and the planning of future upgrades in processes and services.
• Developed and maintained relationships between the call center team, information systems, quality assurance, human Resources, Executive Level Management, Accounting and Adjusters.
• Take escalated inbound calls from policy holders or claimants who had to report an accident. Gather all pertaining information and pass along to an adjuster to see the damage.
• Assist policy holders and/or claimants with replacement rentals while their vehicle was repaired if applicable.

TECHNICAL SKILLS

Fully Bilingual Spanish: (FLUENTLY READ, WRITE AND SPEAK), Call Center Management, Customer Service, MS Office, Data Entry, Outbound calls (60+), Inbound calls (100+), Marketing Skills, Management training, Avaya phone tree system, Oracle.

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