Responsible for leading 3 Sites and multiple lines of business for one of our leading Financial Services Clients and currently overseeing approximately 750 customer service representatives. Primary responsibilities include but are not limited to forecast accuracy, revenue attainment, KPI delivery, Growth, Client management, employee coaching and development, talent acquisition, and performance management.

Responsible of a Customer Service Team with over 120 Customer Care Representatives for a leading Financial Institution. Current responsibilities include but not limited to forecast accuracy, revenue attainment, KPI delivery, client management, employee coaching and development, talent acquisition and performance management.

I currently preside over a high-volume Support Center with 250 Customer Care Representatives for a leading provider of multichannel demand generation and customer engagement services. I hold concurrent responsibilities for budget management, talent acquisition, new hire training, and performance management and reporting.Thus far, I have guided our team to aggressively pursue its performance targets and produce a record-setting customer satisfaction score of 4.5/5 for SYKES’ Credit Card line of business. Simultaneously, I managed to improve employee satisfaction by 15% with the implementation of new incentive programs and soliciting the input of all team members regarding internal policies and procedures.From an operational efficiency standpoint, my contributions have resulted in 5% reduction in selling, general, and administrative (SG&A) expenditures in just one year. To perpetuate our momentum, I have spearheaded the candidate assessment and selection processes for the past six months to ensure our ongoing acquisition of top talent and lead new hire training programs to continually elevate teamwide performance. I have promoted three employees to date and have supported the implementation of Team Lead assessments to identify areas in need of improvement and boost team members’ acquisition of new skills. While I’m proud of all that I’ve accomplished in this role, be assured that I’m already working on conquering the next challenge!

In my previous role, I was tasked with overseeing a portfolio of key client accounts to ensure high rates of customer satisfaction, retention, and upsell revenue by strengthening customer relationships through rapid resolution of complex issues and the presentation and proposal of alternative solutions to solve persistent business challenges while supporting the Operations Director’s strategic planning and forecasting efforts.I’m proud to state that I was able to negotiating better prices with clients for new work. Additionally, I consolidated 40 statements of work (SOW) into 20 and improved billing accuracy and expediency leading to a 35% increase in annual profit for specific contracts.Internally, I launched an agent coaching program and various professional development tools to improve S.M.A.R.T. goal attainment of average handle time (AHT), Net Promoter Score (NPS), and quality assurance (QA).

My first position with SYKES in El Salvador involved directing all account management efforts pertaining to strategic accounts in highly-competitive regions with the primary objective of achieving ambitious revenue capture, customer retention, and gross profit goals. My efforts led to multiple global business units earning the distinction of J.D. Power Certified Contact Center by adhering to strict communications guidelines. Additionally, I led our team to consistently achieve an ambitious CSAT goal of 74%, enabling the expansion of the team from 200 reps to 300. What was perhaps my most impactful contribution involved executing an audit of production hours across three countries and multiple lines of business, which aided the achievement of revenue and profit targets for a $45M account.