Responsible for supporting strategic Operations initiatives for various clients and identify and manage the overall prioritization of opportunities to improve contact center performance. This includes managing and representing Operations on projects, new or existing program launches and internal projects or initiatives.Working cross functionally with departments such as Ops, Strategy, Data Reporting & Analytics, Workforce Management and others, I ensure that the execution of deployed… Show more Responsible for supporting strategic Operations initiatives for various clients and identify and manage the overall prioritization of opportunities to improve contact center performance. This includes managing and representing Operations on projects, new or existing program launches and internal projects or initiatives.Working cross functionally with departments such as Ops, Strategy, Data Reporting & Analytics, Workforce Management and others, I ensure that the execution of deployed initiatives are improved or maintained and ensure consistency across lines of business.Communication and documentation of key program requirements and status to clients, internal stakeholders including executive audiences. Show less

Responsible to manage and oversee the successful implementation of projects and/or internal initiatives within Percepta and for clients.Act as a single point of contact capacity, establish deadlines, assign functional responsibilities, lead and direct the work of others, facilitate, communicate and monitor project progress to ensure a quality deployment is completed on time, according to specifications and within budget. Also responsible for risk identification and mitigation… Show more Responsible to manage and oversee the successful implementation of projects and/or internal initiatives within Percepta and for clients.Act as a single point of contact capacity, establish deadlines, assign functional responsibilities, lead and direct the work of others, facilitate, communicate and monitor project progress to ensure a quality deployment is completed on time, according to specifications and within budget. Also responsible for risk identification and mitigation, escalation and change management.Regular communication and documentation of key program requirements and status to clients, internal team members and other key stakeholders including an executive level audience.Track, manage and assess expenses for project resources to ensure accuracy and the project is within budget guidelines.Support the strategy design, core operational component input build, launch cost estimation, client presentation and contractual documentation build/review support as required. Support Leadership in operational assessment and/or business requirement gathering engagements and project scope definition.Taking an active role in departmental improvements such as tools, templates, processes. Show less

Facilitate project execution through establishing deadlines, assigning responsibilities, leading and directing the work of others and monitoring project progress to ensure a quality deployment is completed on time, according to specifications and within budget.- Risk identification and mitigation- Escalation and change management- Communicate and document key program requirements and status to clients, internal team members and other key stakeholders including an executive… Show more Facilitate project execution through establishing deadlines, assigning responsibilities, leading and directing the work of others and monitoring project progress to ensure a quality deployment is completed on time, according to specifications and within budget.- Risk identification and mitigation- Escalation and change management- Communicate and document key program requirements and status to clients, internal team members and other key stakeholders including an executive audience. - Track, manage and assess hours and expenses for project resources to ensure accuracy and the project is within budget guidelines.Partner with internal teams and clients to support the pursuit of new business opportunities through deployment strategy design, core operational component input build, launch cost estimation, client presentation and contractual documentation build/review support. Pre-Sales support including client assessment and/or business requirement gathering engagements. Show less

Manage and oversee the implementation of projects and internal initiatives:Facilitate project execution through establishing deadlines, assigning responsibilities, leading and directing the work of others and monitoring project progress to ensure a quality deployment is completed on time, according to specifications and within budget.- Risk identification and mitigation- Escalation and change management- Communicate and document key program requirements and status to… Show more Manage and oversee the implementation of projects and internal initiatives:Facilitate project execution through establishing deadlines, assigning responsibilities, leading and directing the work of others and monitoring project progress to ensure a quality deployment is completed on time, according to specifications and within budget.- Risk identification and mitigation- Escalation and change management- Communicate and document key program requirements and status to clients, internal team members and other key stakeholders including an executive audience. - Track, manage and assess hours and expenses for project resources to ensure accuracy and the project is within budget guidelines.Partner with internal teams and clients to support the pursuit of new business opportunities through deployment strategy design, core operational component input build, launch cost estimation, client presentation and contractual documentation build/review support. Support Senior Managers/Directors in operational assessment and/or business requirement gathering engagements. Show less

Reservations and Membership Services Supervisor - managing a team of up to 20 people including:- coaching- mentoring- attendance management- performance managementAlso participated on internal committees to improve agent experience.

• Coaching and development of team leaders in sales & service for a major credit card company.• Initiated project to impact consumers resulted in 17% take rate in just over one month.• Co-ordination of completion of agent level monthly and annual performance reviews.• Change management and handling multiple changing priorities.• Re-design of the Business Continuity Plan.• Oversight on client’s key escalated customer & back-office teams.• Oversight on team leaders and the… Show more • Coaching and development of team leaders in sales & service for a major credit card company.• Initiated project to impact consumers resulted in 17% take rate in just over one month.• Co-ordination of completion of agent level monthly and annual performance reviews.• Change management and handling multiple changing priorities.• Re-design of the Business Continuity Plan.• Oversight on client’s key escalated customer & back-office teams.• Oversight on team leaders and the coaching of their teams for maximum performance. Show less

• Responsible for planning and directing work across Argentina, United States and Canada• Coaching & development of all supervisors including certification and new supervisor training• Manager of and including the design of associate incentive plans• Gathering data and analyzing to determine business impact• Ensuring effective communication both at a local level and across the project• Acts as a resource for other sites • Submission of client invoices (as needed)•… Show more • Responsible for planning and directing work across Argentina, United States and Canada• Coaching & development of all supervisors including certification and new supervisor training• Manager of and including the design of associate incentive plans• Gathering data and analyzing to determine business impact• Ensuring effective communication both at a local level and across the project• Acts as a resource for other sites • Submission of client invoices (as needed)• Assist in the creation of profit and loss forecasting• Responsible for change management and handling multiple changing priorities• Performance based feedback for staff• Working special projects as required • Improve organization of operations staff by creating an intranet to be more efficient• Oversee day-to-day operations of site• Member of senior leadership on site• Act as Site Director (as required) Show less

• Coaching & development of all supervisors including certification and new supervisor training• Acts as a resource for other sites • Submission of client invoices (as needed)• Responsible for handling multiple changing priorities• Performance based feedback for staff• Working special projects as required • Improve organization of operations staff by creating an intranet to be more efficient• Oversee day-to-day operations of site• Member of senior leadership on… Show more • Coaching & development of all supervisors including certification and new supervisor training• Acts as a resource for other sites • Submission of client invoices (as needed)• Responsible for handling multiple changing priorities• Performance based feedback for staff• Working special projects as required • Improve organization of operations staff by creating an intranet to be more efficient• Oversee day-to-day operations of site• Member of senior leadership on site• Act as Site Director (as required) Show less

Assist in ramp up of a new call center for TeleTech. Helping to on-board new Team Leaders with no previous call center experience. Lead internal initiatives to improve customer service as well as employee experience.

Supervisor of a team of associates.

Main responsibilities included coaching agents on how to handle directory assistance calls. Quality Coaching and attendance management.