TECHNICAL SKILLS:

• IEX
• TCS
• Aspect
• Spectrum
• Witness
• Verint
• Interactive Intelligence
• Salesforce.com iSTA
• CSG iCOMS iSigma
• S - View
• PeopleSoft
• NetSuite
• Paychex
• ADP
• ACD Routing and IVR architecture
• Cisco/VOIP
• Avaya
• Nortel
• Microsoft Office Suite
• Project
• Publisher
• Visio

PROFESSIONAL EXPERIENCE:

Confidential, San Antonio, TX

Senior Manager

Responsibilities:

• Effectively manage a district of 14 Inside Sales Reps who manage $30 million + of B2B account sets consisting of SMB owners and executives
• Responsible for meeting all objectives including sales, margin, and retention,
• Perform hands - on coaching to develop sales skills that will ensure that reps increase share of wallet and grow sales.
• Identify the critical success factors that will help motivate and guide team in their daily activities

Confidential , San Antonio, TX

Site Manager

Responsibilities:

• Responsible for supervision of on-site personnel to meet the requirements of the clients
• Administered approved personnel programs and policies in a fashion to encourage harmonious customer/employee relations through regular attendance, safe work practices and good job performances
• Conducted applicant interviews and Coordinated new employee orientation. Project achieved break-even point three months earlier than projected.
• Identify areas of workforce improvement and initiating corrective actions to address these areas. Reduced attrition for temporary staff by 10%
• Ensured customer has required staffing levels. Consistently exceeded hiring goals for client.

Confidential , San Antonio, TX

Sr. WBS Sales Manager

Responsibilities:

• Oversaw client service programs, which includes providing direction to assigned staff during all stages of the program while ensuring adherence to department and company policies and procedures for large Retention project
• Oversaw employee performance to ensure a balance of optimum productivity and SLA is maintained
• Coached, developed and mentored subordinates to achieve quality performance, Increased quality scores 20 percentage points
• Team achieved sales goals for the first time in four months
• Provided consultative advice to clients and staff on advance program functions, which included trends in technical capabilities, ability to integrate program (e.g., interactive, operator, or outbound capabilities)
• Established an excellent working relationship with assigned clients, continuously striving to improve the level of overall service. Performance improved month over month to meet client standards
• Performed Labor to Revenue planning and forecasting. Reduced overtime and Labor to Revenue percentage

Confidential , Houston, TX

Director

Responsibilities:

• Directed, led, and managed operations of a large growing customer service organization with multi-site Inbound & Outbound Call Center, located in Houston, TX and Toronto, Canada in the provision of broad customer service delivery including Inbound, Outbound Sales, initial pricing customer contract confirmation, Billing, Small Commercial, Escalations, Compliance Investigations, Customer Recovery, Customer Relations and Incentives, Workforce Management and Vendor Relationship
• Drove salaried department level, supervisor and sales/service call agent team’s performance through development and support of strategies tied to outstanding customer service, adherence to quality standards, revenue generation, performance metrics and fair human resources management.
• Developed, supported and communicated departmental and organizational quality standards, processes, policies and procedures. Managed quarterly, monthly and one-off incentive programs to optimize results. Initiated process for documentation of all process for departments in Region via web-based tool.
• Fostered a culture of accountability and ownership to facilitate continuous performance improvement and high performance to achieve objectives using Lean and Six Sigma tactics. Created balanced scorecard that was adopted by all regions for performance evaluation and stack ranking.
• Defined Contact Center business strategies and Key Performance Indicator (KPI) driven business plans and objectives to increase First Call Resolution, reduce complaints to PUC and improve KPI metric performance. Partnered with Quality Assurance and Learning and Development to optimize call quality and maximize customer satisfaction scores. Region led company in all KPI for majority of 2012
• Initiated change in schedules that produced a savings of $1 Mil per annum
• Managed Customer Service G & A budget for Region. Reduced Shrinkage below 25 percent

Confidential , San Antonio, TX

Manager Center Operations

Responsibilities:

• Provided day-to-day leadership for local center of national dental implant company.
• Managed all responsibilities related to revenue analysis, finance, human resources, recruiting, sales, and facilities. Provided desktop and network support, as well as oversaw OSHA inspections. Administered $6,000,000 profit and loss budget; coordinated direct and cross-functional teams.
• Assisted in launch of sites in Miami and San Antonio. Standardized purchasing and financial processes.

Confidential , San Antonio, TX

General Manager

Responsibilities:

• Led operations of a multi-skilled Inbound Call Center and an Outbound Call Center. Drove salaried department level, supervisor and sales/service call agent team’s performance through development and support of strategies tied to outstanding customer service, adherence to quality standards, revenue generation, performance metrics and fair human resources management.
• Centers served as third party vendor for major appliance manufacturers, scheduled repair service, sold service contracts, and managed product recalls for major appliance manufacturers and home improvement centers. Centers’ cost per call was 12.5% under the annual goal. Cost per call was best in customer care network.
• Directly monitored P & L with responsibility for direct operating expenses and adherence to the budget. Initiated cost reduction measures that significantly decreased facilities expenses and office supply costs year over year by $50,000.
• Directly supervised Department Managers, Workforce Management, and Vendor Relationships providing feedback through informal communications, formal performance reviews, goal setting and deficiency management. Developed, supported and communicated departmental and organizational quality standards, processes, policies and procedures. Improved key performance indicators for five departments.
• Contributed directly to continuous improvement efforts by using Lean tactics to identify and execute innovative solutions, track trends and surface systemic issues. Participated in initiatives and effectively engaged matrix partners, peers in other facilities and business partners outside the call center.
• Responsible for compliance and safety within both facilities. Participated in hiring recommendations and appropriately addressed management and escalated agent human resource issues. Reduced attrition by 13% year over year.
• Successfully led several projects for Customer Care Network (CCN) that resulted in increased profitability for the CCN.

Confidential , Temple, TX

Senior Operations Manager/Business Unit Manager

Responsibilities:

• Managed supervisors and representatives for Wireless Retention Inbound Call Center. Team consistently ranked as best in Center for phone metrics & sales quota.
• Earned Crown Club Award in recognition of being one of the top performing managers in the company.
• Led Average Handle Time (AHT) Reduction Project Team for Vice President of Retention resulting in reduced AHT in Call Centers
• Member of Chief Services Officer’s Project Team tasked with reducing AHT, improving customer satisfaction and improving Issue Resolution throughout the enterprise. Team standardized training of front-line supervisors and increased accountability for performance which improved customer service scores company-wide.
• Managed daily operations of Wireless Retention Inbound and Outbound Call Center, including Workforce Management, Vendor Relationship and Compliance/Fraud. Managed Tier II Help Desk. Regularly worked with finance, technical support, strategic care, and facilities to solve customers’ issues.
• Made recommendations on operations strategy that increased service level by over 100 percent; improved first call resolution for customers; and decreased attrition. Center’s key performance indicators became best in the company.