Dora Suarez Email & Phone Number

San Antonio, Texas Area

Managed a 12 member Training and Quality Team in support of a national Customer Care Network Contact Center. Recruited, developed, coached, supported, and certified Training Team Managers and Quality Assurance Specialists. Scheduled and delivered training initiatives for three locations with multiple lines of business including customer service, sales, technical service, and delivery. Analyzed operational performance and identified training strategies for process improvement. Subject Matter Expert (SME) for training in major corporate initiatives. • Designed and executed national nesting program resulting in reduction of competency curve from 90 days to 62 days; a 31% improvement in efficiency• Conceptualized and established Quality team to monitor and evaluate associate performance• Mentored Trainer who became a Center Training Manager with national responsibilities• Developed, implemented, and facilitated bilingual training classes leading to an 11% increase in segment sales along with improved customer satisfaction ratings• Integrated Third Party training improvement strategies enabling trainees to mirror production performance• Facilitated Team Manager School for over 640 new Managers in the course of five years using adult learning concepts• Doubled sales conversion rate through design and implementation of a continuous improvement program• Created curriculum for unsupported, smaller lines of business (Home Depot, AHS, Rework, Parts)• Conceived compliance standards for voice analytics monitoring system

Translated strategies into actions by executing projects and initiatives that provided training support for the National Customer Care Network and National Sales Contact Centers. Acted as training project manager from analysis through implementation. Furnished ongoing client support and served as liaison between multiple lines of business and training. Coordinated and facilitated client training. Supported field training structure by providing training methodology, templates and instructor certification. Served as business partner for company-wide curriculum needs. Provided thought leadership for training strategies.

Managed performance and profitability of a high volume National Sales Contact Center; to include: recruiting, hiring, training, staffing, scheduling, productivity, quality, and efficiency. Oversaw center’s 150 employees with responsibilities to include sales and service. Full P&L responsibility. Maintained optimal use of the facility and its assets. Mentored employees for growth opportunities

Bachelor'S Degree, Social Work

Bsw, Social Work

Bachelor'S Degree, Social Work