Dea Cobos Email & Phone Number

Ahwatukee

Arizona

Arizona, United States

Vista, California, United States

Chandler, Arizona

Responsible for day to day operations for a team that works to strengthen Loyalty with our Customer base. Oversight for facilities, security, vehicle services, budget and reporting. Key Accomplishments: Led a team to finish under budget in FY 17, while meeting a significant challenge to cut costs. Improved in 15 out of 15 categories for our 2017 Team Member Opinion Survey, with a 96% satisfaction rate regarding supervisory practices. Rolled out a process improvement that decreased handle time significantly.

Loyalty Team Leader (May 2013-May 2016)Coached and developed phone based Customer Loyalty Advocates . Managed change in an extremely dynamic, fast-paced environment. Assisted in launching the escalation team, defining tasks and metrics. Implemented programs designed to gain efficiencies, including a new hire Mentoring program and Peer Coaching Pilot. Key Accomplishments:• Team ranked number one in CSCW Loyalty in FY15 • Designated communications point person for the department• Led Peer Coaching Pilot designed by CLA• Resulted in average After Call Work decrease of 33% per participant• Facilitated multiple changes in loyalty, implementing strategy while responding tactically

Chandler, Az

Collections Team Leader (2010-May 2013)Coached and developed Collections CSRs. Monitored performance and provided consistent, honest feedback. Led and participated in projects designed to improve operations and associate engagement Key Accomplishments:• Co-led Supervisors Peer Teaching Team• Community Ambassador responsible for assisting in launch of diplomas to Degrees program with Boys and Girls club of Guadalupe• Led Education Series sessions for Associate Development Program Launched in April 2012• Facilitated multiple Education Series events to improve business acumen for all associates • Moved team from Number 8 in June to Number 3 July 2012• Mentored four CSCW Associates• Two mentees promoted to CSR2 positions and later promoted as Team Leaders

Chandler, Az

Training Team Leader (2008—2010)Coordinated all aspects of training by overseeing the delivery of innovative training programs for a high performing call center. Managed multiple key projects including facilitating comprehensive classroom and distance learning programs for supervisors and managers. Provided exceptional support to trainers and successfully communicated information related to adult learning principles, ISD, and facilitation skills. Key Accomplishments:• Launched and managed the Collections training program across the 3 sites, resulting in a significant decrease in credit losses • Led enterprise wide team of collections trainers, ensuring consistent training delivery• Conducted ongoing calibration sessions to ensure consistent application of Call Model• Increased productivity by creating and implementing an innovative training assessment program to identify gaps in training.

Cedar Rapids, Iowa & Chandler, Az

Trained call center programs with Primary Focus on Collections