Deborah Lee-Smith Email & Phone Number

Morgan Hill, Ca

Coordinated the launch of projects and initiatives to develop new training processes for 1300 call center employees. Served as the key point-of-contact for the California Customer Care Organization on a cross-functional team consisting of members of the IT, Telecom, Network, Division Project, Communications, Training and Field Operations teams. Assessed and developed training materials, and coordinated training delivery. Provided updates on activities to Senior Leaders by presenting a monthly project calendar and implementation plan.

Morgan Hill, Ca

Led a Pilot Program initiative to launch a virtual call center environment, starting with 12 employees, which then expanded to 250 employees in less than 15 months. Managed a cross-functional project team (IT, Telecom, Network and Commercial Business) to identify technical requirements and design the deployment process. Developed the eligibility requirements and selection process for virtual candidates. Interviewed and hired the initial Leadership Team, and assembled tools and training materials for each level of management and staff.

Morgan Hill, Ca

Oversaw a team of sales and retention staff consisting of 9 Supervisors and 150 Customer Account Executives (CAEs). Developed and implemented the following programs: Performance Shift Bid, Performance Management Process and External Sales Hiring Process. Launched a variety of new products and enhancements, and set sales goals. Motivated employees during sales initiatives by providing prizes and incentive programs. Partnered with Human Resources to lead the processes of creating mid-year and annual reviews. Created a program that tracked performance and sales metrics and assisted during the stages of Counseling, Warning and Termination if employee performance was not adequate.