www.callmaxsolutions.com and www.sgcontactcenter.comMiami FL

Managed all back office support for the USPTO Tier 1 tech support call center which included WFM, QA, Training, Administration, Tier 3 team and Gov't client relations and interaction.

I worked as a hired consultant to BPO's and DR owned operations. I have lived in the Dominican Rep for over 30+ years and consult with Dominican Rep and US owned BPO's that are 200 to 900+ ratio 24/7 seats and are newly built contact center facilities & rapidly expanding BPO/Contact Ctr 's in Santo Domingo.DR.and USA. We are 5 to 15 minutes from the major University and 1.50 hours from Miami. If your clients require a Near Shore Solution and you and your clients want to avoid investing full capital for a new contact center Near Shore please email me.I manage all aspects of inbound programs and partner with clients to execute your corporate strategy. Lead strategic projects, which drive the customer experience with your company and including certification as a Center of Excellence.I am accountable for providing service to customers, distribution system representatives and third parties through various customer contact. .Deliver all goals and objectives in the areas of: quality, business client requirements, revenue, efficiencies, expenses and associate engagement.Develop, coach, and motivate employees at all levels across site and organization to create enthusiasm and sense of ownership in achieving goals and delivering a consistent, high quality customer experience that contributes to building lifetime relationships.I Provide strong site leadership, hosting local employee experience events, facilities/ environments, business continuity/crisis mgt, informal /formal feedback, and senior leadership visibility.Accountable to Hire, train and develop business managers to ensure availability of qualified talent to meet company succession planning needs.

My 30+ years in the Customer Contact Center Industry has allowed me to partner and work with Call Centers in Santo Domingo, Dominican Rep as well as with OffShore and Nearshore Contact Centers throughout North America and ASIA. I will manage & execute your call center project & best practices, for that Nearshore/Offshore customer contact center business extension solutions. Addtionally, I have strong relationships with various BPO Companies Executives & Owners, that carry US operating standards and are "State of the Art" BPO centers in the Dominican Rep, with seat capacity to +2900 seats for inbound and outbound capability. I have a strong background & proven track record in Client Services, Workforce Mgmt & Operations to create that wiinning partnership with all clients for that World Class Customer Contact Center.

•Managed performance on all programs to meet and to exceed all client (Wireless) and company expectations Ensure Key Performance Indicators (KPI's) are achieved. Directly communicate with client regarding KPI's. • Directly supervised 45 Team Leaders and 6 Operations Managers (OM). • Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Continued full communication with major wireless mobility client in all performance areas. • Recruited, developed and retained a team of direct reports to ensure they are proficient in their job skills and provide constant follow-up coaching to our 900 Customer Service Representatives (CSR's). • Managed information flow between Client Services, Account Management, Operations, Quality Assurance, Training, Payroll, etc. to ensure all client and company goals are attained. • Oversaw hiring process to ensure all positions are staffed to assigned levels per campaign to ensure productivity. Analyze staffing levels of CSR's to meet the fluctuations in call demands and campaigns. Roll out schedule changes and new hire classes as needed. •. Analyzed ratio management to ensure proper staffing of Team Leaders and Assistant Operations Managers (OM's) based on Customer Service Representative (CSR's) headcount.

Full responsibility for entire Inbound Call Handling facility for Retail and non Retail Clients and all internal departments. Ensure that communications, processes, and procedures flow in an efficient and effective manner in order to meet operational and service deliverables. Focus on Operational efficiencies, cost reduction and quality standards. *Launched and project managed a 200 seat call center in Dominican Rep with multi LOB's*Manage all Operational line Management with 200 CSR’s*Reduced Center AHT from start-up by 102 sec and meeting goal within 2 months of new hire ramp up.*Increased QA scores by 38% within 2 months of start-up of project for a major US based company*Lead LOB that was a Health Care Provider

Responsible for entire Operations of Call Center running 5 inbound and outbound sales programs with 130 to 235 FTE•Managed CSR and 10 Line Managers for both inbound and outbound that increased CM revenue by 13.3% within clients KPI's.•Introduced and implemented all new call center "best practices" that increased Clients Quality Scores and score by an average of 9% over goal and increased CM by lowering ASA within 6 sec pass Goal/Objective.•Turned a 70% outbound teleservices company to 30% outbound and 70% inbound accounts. *Partner with all Clients to ensure QA was at JD Powers standard via survey, customer post-call call-back. Maintained a 92% in QA score that exceeded client’s expectations

•Lead 9 Managers as direct reports for coaching, hiring, HR for CSRs•Lead 23 Line Supervisor and all of Operations team included 1500 FTE•Reduced Absent rate by 5.3% every QTR with Team Awards as Key-Driver.•Increased Sales ratio by 12% with the reduction of ASA 2.3% and absent rate of 9%.PRC; Precision Response CorporationSr. Manager WorkForce & Forecasting (Dec 2002 to Sept 2003)Miami, FL •Set staffing patterns and provides staffing analysis and trending for long-term planning and budgetary purposes.•Implements policies, procedures, controls, and services required supporting organizational goals and client KPI's across 3 centers Nearshore and Offshore.•Assessing and managing productivity for 11 groups and 46 Skill sets. I have additional responsibilities, such as responsibilities for scheduling and forecasting outbound & inbound calling and all offline back-office functions.•Have dotted line responsibility for Operation Team Managers (TM's) in managing overall call center performance to ensure all clients KPI's are maintain and achieved within 3 call centers. •Responsible for the direct supervision of 26 line Managers and Supervisors including training and performance evaluation, coaching and development. •Team maintained Call Volume Forecast within 5% for a 7-month period and continues to meet all Client SLA’s.•Increased staffing efficiencies from an average 68% to an overall average of 91.5% which in increased revenue by 12.3%.

DIrector Manila Phiip. WFM

T-MOBILE/VOICE STREAM, Nov 2000 to Dec 2002Work Force Manager/Resource Manager Fort Lauderdale-FL•Managed the Resource Planning/Work Force function and including creation of associate schedules through TCS/CMS, Monitoring adherence to those schedules.•These centers handled between 195k to 210k call volumes daily.•Maintained and managed an employee TCS/CMS Lucent database for 750 FTE and a 600 seat call center for scheduling purposes.•Analyzed CMS/TCS service level reports and associated forecasting models to meet service level goals and combined with 10 integrated national call centers, along with out sources on a national level to ensure KPI's are met.•Managed and coached a staff of 12 direct reports as well created this group from pre-call center integration.•Worked in concert with Operations to ensure CCR's are coached and trained in a timely manner.•Communicated, interpreted and ensured compliance with Resource Planning Work Force policies, schedules and procedures and goals are met.