High integrity, results-driven Director with expertise in sales, operations, training, development, workforce and project management. Proven track record of building and managing seven call centers for a Fortune 300, multi-billion dollar company, both domestically and internationally. • Business Development and Sales - Responsible for launch of sales and marketing contact center, first BPO relationship Manager and Liaison and numerous succession plan successes.• New Business Start –Up - Director of expansion projects for business in US, Bangalore, Hyderabad India and the Philippines. Directed new lines of business, Work @ Home program, providing benchmarks, industry best practices utilizing consultants, vendors, cross functional departments and outsource alliances. • Strategic Planning – Skilled in analyzing internal operations processes and implementing strategies, processes, and technology to improve productivity, efficiencies and profitability. Implemented changes to the absenteeism policies that reduced absenteeism from 4.0% to 1.9% and decreased attrition from 124% to 64.7% in less than 1 year. Saving over $2.5 million dollars.• Training & Development - Six Sigma Project lead on multiple projects including the identification and resolution of customer service opportunities across the business via Six Sigma and CIP process improvement. Director of teams of over 800 Technical Service Representatives in South Asia. Developed and implemented foundational change and product level education for the EchoStar Satellite project “American Speak” both domestically and internationally.• Corporate Financing- Strong P & L Management, Workforce Planning, Human Resources, and benchmarking.Specialties: Green Belt Six Sigma, Licensed Property and Casualty,
Wayfair
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Director Of OperationsWayfair Jun 2011 - PresentOnline shoppers navigating the Web's vast offering of home goods need only stop at Wayfair (formerly CSN Stores). The company is a leading online retailer of more than 5,000 brands of products, including cookware, home and office furniture and decor, lighting, strollers, and more. Seeking to become the Amazon.com of home goods, the e-tailer in 2011 merged some 200 specialty e-commerce sites, such as AllModern.com, Cookware.com, Luggage.com, SimplyDesks.com, and Strollers.com, all under the Wayfair.com brand. Founded in 2002 by CEO Niraj Shah and chairman Steve Conine as a single shopping destination (RacksandStands.com), the company changed its name from CSN Stores to Wayfair in 2011.
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Director Of Los Angeles OperationsVxi Global Solutions, Inc Feb 2011 - Nov 2011Los Angeles, California, UsVXI Global Solutions is a leading provider of business process and information technology outsourcing that offers comprehensive services to its clients. The company specializes in software development, quality assurance testing, infrastructure outsourcing, multilingual call center and BPO services. Headquartered in the United States, VXI employs 8000 people around the world including locations in China and the Philippines. VXI creates custom solutions in business-to-business and business-to-consumer applications which allow clients to succeed in their market goals. VXI applications leverage emerging and classic communication channels. Services range from complete call center services, to maintaining applications, to building solutions using superior tools and technologies VXI is the enterprise solution for any company looking to enter a new market, grow market share, increase geographical diversification, or lower costs while maintaining quality. -
Customer Service Senior Operations ManagerNetflix Jul 2010 - Feb 2011Los Gatos, Ca, Us -
Senior Customer Service Center ManagerNetflix Jul 2010 - Nov 2010Los Gatos, Ca, UsResponsible for the revamp of the Training Department, Workforce Management, Technical Research and Support teams company-wide. Managed all aspects of the partner customer service on-boarding relationship with major Fortune 100 companies including Microsoft, Nintendo and Apple. Acted as a liaison between Netflix and the key accounts for all Netflix Ready Devices (NRD) issues and represent the team in discussions with senior management on the account status.Created the Training department for Netflix to include new curriculum, blended learning approach, on-boarding process, and porting of new knowledge base application known as the Matrix. Implemented nesting pods, structured new hire progression and reduced speed to production from 10 weeks to 5 in less than 30 days. Managed Workforce Management Team to drive floor efficiencies, and improve DSAT from 7% to less than 4% operating at world-class customer satisfaction levels. Improved all workforce metrics including AHT, shrink, floor utilization and service level percentage.Responsible for all technical research and tier 2 level support, corporate escalations, fraud prevention, Attorney General complaint and BBB compliance and ticket support.
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Director Of OperationsAsurion Dec 2007 - Jul 2010Nashville, Tennessee, UsAsurion Protection Services Evans, CO 2007 -PresentCustomer Service Center DirectorDirector of Operations responsible for all strategic planning and management of KPIs for handset protection for all major carriers- both the Work At Home program as well as our Colorado brick and mortar site. Managed functions involving customer contact, quality assurance revamp, training and development, human resources and operations. • Responsible for managing all aspect of the Customer Service Center of over 300 agents and support staff. • Started Asurion’s first Work At Home program, built entire infrastructure including all remote social networking, agent portals, recruiting profile and training and development.• Directed core Work At Home project, providing benchmarks, industry best practices utilizing consultants, vendors, cross functional departments and outsource partners.• Created “Evans Site Business Plan” creating vision, positively impacting culture, communication and development.• Reduced absenteeism from 4.0% monthly to 1.9% and decreased attrition from 124% to 63.7% in less than 1 year. Savings of over $2.5 million dollars.• Responsible for management of all key site metrics including Sales, AHT, Attrition, Absenteeism, ASA, First Call Resolution (FCR), Net Promoter Score (NPS).• Reduced recruiting cost by implementing a virtual call center, realizing a savings of over $250,000. -
Director Of Customer Service OperationsAsurion Protection Services Dec 2007 - Jul 2010Director of Operations responsible for all strategic planning and management of KPIs for handset protection for all major carriers- both the Work At Home program, as well as, our Colorado brick and mortar site. Managed functions involving customer contact, quality assurance revamp, training and development, human resources and operations. Responsible for managing all aspects of the Customer Service Center consisting of over 300 agents and support staff. Created Asurion's first Work At Home program, built entire infrastructure including all remote social networking, agent portals, recruiting profile and training & development.Directed core Work At Home project, providing benchmarks, industry best practices utilizing consultants, vendors, cross functional departments and outsource partners.Created "Evans Site Business Plan" creating vision, positively impacting culture, communication and development.Reduced absenteeism from 4.0% monthly to 1.9% and decreased attrition from 124% to 64.7% in less than 1 year. Savings of over $2.5 million dollars.Responsible for management of all key site metrics including AHT, Attrition, Absenteeism, ASA, First Call Resolution (FCR), Net Promoter Score (NPS).Reduced recruiting cost by implementing a virtual call center, realizing a savings of over $250,000.
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Director Of OperationsDish Network Aug 1995 - Dec 2007Englewood, Co, UsDirector of operations responsible for strategic planning, staffing, recruiting, and financial performance for very high volume sales call center. Managed functions involving Quality Assurance, Training, Human Resources and Operations. Responsible for build out, opening and operating contact centers in El Paso, TX, McKeesport, PA, Denver, CO (3), Hyderabad, India and Alvin, TX.• Monitored workflow for very high volume customer contact center with over 6.5 million calls monthly.• Streamlined operational processes, meeting all KPIs, reducing costs by 21% and increasing the team's capacity to increase CPPH from 3.2 to 6.5.• Developed and implemented reporting systems, facilitating the identification and resolution of customer service problems across the business via Six Sigma or CIP process improvement• Responsible for management of all key site metrics including AHT, Quality, ASA, KPIs, CPPH, Stack Rank Management and Rework%. -
Technical Service And Sales DirectorDish Network Global (Echostar Satellite, Llc) Aug 1995 - Dec 2007Directed international customer service sales center of over 800 Technical Service Representatives in South Asia. Partnered with BPO to deliver the highest levels of customer service and meet service level agreements for the functional areas including customer satisfaction survey, AmSpeak program and all metrics in SLA.In depth experience of outsourcing processes, vendor capabilities, worldwide. (including India and Philippines) Successfully implemented first ever Dish Network technical chat for consumers.Revamped entire foundation and product level education training for EchoStar Satellite project. Continued improvement in "American Speak" Programs for Billing, Customer Service and Technical Skills. Brought vendor to #1 in enterprise for upselling of programingFacilitated expansion of project from Hyderabad into Bangalore India and the Philippines.
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Director Of Customer Service And SalesEchostar Satellite, Llc Jan 1995 - Jan 2007Director of Customer Service and Sales responsible for strategic planning, staffing, recruiting, and financial performance for very high volume call center. Managed functions involving sales training, Quality Assurance, Human Resources and Operations for hardware and programming sales. Responsible for build out, opening and operating contact centers; Directed a 120-person sales department including hiring, training, and managing English and bilingual international staff. Managed customer service staff responsible for processing incoming orders, scheduling installations, and handling incoming calls from customers and installers. Monitored workflow for very high volume customer contact center with over 6.5 million calls monthly.Streamlined operational processes, meeting all KPIs, reducing costs by 21% and increasing the team's capacity to increase CPPH from 3.2 to 6.5 and improved close rate from 18% to 26.4% .Developed and implemented training for hardware and programming sales. Won Distinguished Service award 2 years in a row.Responsible for management of all key site metrics including Close Ratios, AHT, Quality, ASA, KPIs, CPPH, Stack Rank Management and Rework%.
Al Gonzalez Education Details
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Global Outreach Virtual Edu.Organizational Management -
University Of HoustonIndustrial Distribution - Logistics
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University Of HoustonIndustrial Distribution
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Ashford University, IowaOrganizational Management
Frequently Asked Questions about Al Gonzalez
What company does Al Gonzalez work for?
Al Gonzalez works for Wayfair
What is Al Gonzalez's role at the current company?
Al Gonzalez's current role is Director of Operations at Wayfair.
What schools did Al Gonzalez attend?
Al Gonzalez attended Global Outreach Virtual Edu., University Of Houston, University Of Houston, Ashford University, Iowa.
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