Alina Ortega-Bustamante, Ms Email & Phone Number

Austin, Texas, United States

Develop and lead strategic planning efforts for Austin Energy's strategic goal of Employee Experience. Promote alignment with City’s SD23 plan through internal facilitation of projects and initiativesFacilitate initial goal planning and development of strategic roadmapsProvide professional and technical support (meeting facilitation, change management.

Austin, Texas Area

Austin, Texas Area

Program manager and lead trainer of the organization's leadership development program for supervisors and above. Provide Organizational Development consulting on change management, employee engagement, communication, and team building.

• Design, implement and manage an on-going training and communications program for all Austin Energy employees regarding Customer Satisfaction.
• Evaluate existing activities to integrate Austin Energy’s Customer Satisfaction goals with other business projects.
• Meet with Business Unit supervisors to develop long and short term strategies to reach Customer Satisfaction goals.
• Coordinate this program with other training and communications opportunities at Austin Energy to promote business goals and improve on customer satisfaction.
• Facilitate groups in areas such as conflict resolution, team development, process improvement, strategic planning, and problem solving.
• Coordinate and provide advice to managers, regarding the activities of other organizational development or training personnel to meet the business needs of the department.

• Analyze and forecast call flow to ensure that calls are routed correctly to meet demands
• Create daily performance reports on call center performance and staff
• Evaluate historical data and identify potential trends in call volume
• Research best practices on change management for Avaya system deployment
• Core team member in the implementation of new Avaya system for contact center
• Create schedules for all customer contact center employees

• Develop and design service guidelines for representatives working for Hispanic customers at all bilingual call centers across the country.
• Collaborate with virtual Bilingual teams to develop seamless Quality Guidelines in Spanish
• Design a Spanish language dictionary to be used across all call centers to standardize service.
• Design performance standards to be used call center representatives based on metrics and soft skills.
• Evaluate call quality of the agents and leaders through remote monitoring.
• Facilitate meetings and training for supervisors and representatives on policies and procedures around Customer Relationship Management

Ms, Organizational Leadership And Ethics

Ba, Organizational Communication