• Spearheads the enhancement of work quality, compliance, and cost efficiency from third-party vendors, aligning outputs with Altice USA's performance standards. Establishes collaborative partnerships with designated vendors, fostering shared strategies for ongoing quality improvement, heightened cost-effectiveness, and elevated customer satisfaction.• Manages the relationship and performance of multiple vendors/campaigns simultaneously, provide guidance and direction to vendors to achieve budgeted targets and continued customer base growth, and develop/implements strategies that generate incremental sales and revenue as well as new customer relationships.• A proven ability to motivate a large virtual force is required as well as the ability to make effective presentations, have excellent verbal and written communication skills, and be able to interface with all levels of management.

• Conduct comprehensive review, analysis, and auditing of KPI reports to consistently propel and maintain optimal performance levels• Prioritize projects and set deadlines for work to be accomplished by staff.• Establish new sites from implementation to fully operational• Maintain employee records and credentials while maintaining legal requirements• Oversaw workforce size, encompassing agent-to-management ratios and allocation.• Provided coaching, training, and developmental guidance to call center staff across all tiers.• Formulated glide paths featuring intelligent goals to facilitate the progression of KPI metrics.• Ensured the preservation of Average Speed of Answer (ASA) and service levels through vigilant real-time statistic monitoring.• Conducted site assessments by traveling to various locations for performance evaluation.

• Conducted instructor-led training sessions within both physical and virtual learning settings. • Generated and presented management reports sourced from the Learning Management System (LMS) to validate transcripts and training accomplishments. • Assumed a supervisory role for trainees, offering coaching, developmental support, and oversight of timesheet approval. • Collaborated as a key team member in the design, testing, implementation, and training of a novel billing system across the organization. • Aided project managers in the testing and launch phases of various new systems. • Developed and updated comprehensive training materials tailored for classroom use. • Managed a repository of job aids while facilitating a regular management call to address upcoming agent-impacting changes. • Dedicated efforts to elevate student competence, spanning both technical and non-technical skills, nurturing their growth from novice to proficient levels.

• Conducted instructor-led training sessions within both physical and virtual learning settings. • Generated and presented management reports sourced from the Learning Management System (LMS) to validate transcripts and training accomplishments. • Assumed a supervisory role for trainees, offering coaching, developmental support, and oversight of timesheet approval. • Collaborated as a key team member in the design, testing, implementation, and training of a novel billing system across the organization. • Aided project managers in the testing and launch phases of various new systems. • Developed and updated comprehensive training materials tailored for classroom use. • Managed a repository of job aids while facilitating a regular management call to address upcoming agent-impacting changes. • Dedicated efforts to elevate student competence, spanning both technical and non-technical skills, nurturing their growth from novice to proficient levels.

• Successfully resolved customer concerns and complaints pertaining to their video, data, and telephony services, effectively minimizing needless on-site visits through adept utilization of available resources and tools.• Clearly communicated applicable charges to customers in alignment with the determinations made during the call.• Addressed customer inquiries encompassing product details, pricing, promotional offers, billing, and payment matters.• Investigated routine account issues and facilitated credit issuance whenever appropriate.• Demonstrated consistently elevated standards of quality and productivity, substantiated by monthly quality ratings, exemplary attendance records, commendable sales closure rates, and efficient utilization of idle time during designated call response periods.

• Successfully resolved customer concerns and complaints pertaining to their video, data, and telephony services, effectively minimizing needless on-site visits through adept utilization of available resources and tools.• Clearly communicated applicable charges to customers in alignment with the determinations made during the call.• Addressed customer inquiries encompassing product details, pricing, promotional offers, billing, and payment matters.• Investigated routine account issues and facilitated credit issuance whenever appropriate.• Demonstrated consistently elevated standards of quality and productivity, substantiated by monthly quality ratings, exemplary attendance records, commendable sales closure rates, and efficient utilization of idle time during designated call response periods.

• Successfully resolved customer concerns and complaints pertaining to their video, data, and telephony services, effectively minimizing needless on-site visits through adept utilization of available resources and tools.• Clearly communicated applicable charges to customers in alignment with the determinations made during the call.• Addressed customer inquiries encompassing product details, pricing, promotional offers, billing, and payment matters.• Investigated routine account issues and facilitated credit issuance whenever appropriate.• Demonstrated consistently elevated standards of quality and productivity, substantiated by monthly quality ratings, exemplary attendance records, commendable sales closure rates, and efficient utilization of idle time during designated call response periods.