Eric Esquivel Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, California, United States

Build and operate an Omni-Channel Contact Center that supports all Trojan Storage facilities. Become recognized as the premier nationwide center of excellence in the self-storage space by increasing the velocity of revenue, optimizing our workforce and leveraging people and technology to delight our customers whenever and however they wish to interact with us.

Orange County, California, United States

Develop meaningful line of business call volume and service level forecasts for the contact center. Assess, analyze, and illuminate employee productivity at the individual, department, and institutional level. Conceive, develop, and implement initiatives to measurably improve productivity as well as the patient experience. Foster effective working partnerships with all levels of the organization. Socialize and implement work force management best practices. Assure compliance with all WFM department, company and state policies and procedures. Optimize caregiver work schedules and hours of operation to realize optimal staffing and service level delivery. Actively participate in the Genesys Cloud system implementation. Work closely with site leadership to ensure adequate workflow monitoring and staffing contingency plans. Prepare and deliver detailed performance data with monthly readouts on business results and opportunities. Develop and implement best practice shrinkage planning and execution at the team and enterprise levels. Develop business continuity plans and respond quickly and decisively to any workforce disruptions. Leverage data and creativity to improve overall operations.

Southern California

Licensed Realtor with the State of California Department of Real Estate.

Irvine, Ca

Direct the day to day operations at the nations leading online marketplace for large equipment rentals. Improve the customer experience at all touch points as measured by online ratings, customer feedback and employee satisfaction. Understand customer behavior patterns and leverage creativity to reduce renter call in rates. Leverage self service options to foster touch-less equipment rentals to drive record company growth and profitability. Deliver YOY improvements in service level, ASA and abandon rates. Improve overall efficiency by delivering consistent service levels for all contact channels. Hire and develop high performing employees that work as a team to support company objectives.

Lead a national team in 4 US contact centers supporting all facets of workforce management for 40M+ lines of service for Major and Government accounts, including 24x7 technical support. Responsibilities include: Service level management, force to load staffing, IEX pre-planning and scheduling, intraday management and the oversight of a 24 X 7 national command center. Highly familiar with WFM, REMEDY, CISCO, MS Office and IEX. Prepare and present monthly operational reviews with VP customer service. Provide vision and leadership to continually evolve positive customer experiences through all contact channels (phone, chat, offline, tech). Proven ability to achieve key performance indicator targets and positively evolve the customer experience.

Boise, Idaho Area

Managed top performing strategic partner site in Boise, ID. Directed site initiatives to improve call capacity and quality for >1,000 phone technical support agents. Improved partnerships and accountability within the channel to drive NPS quality results approaching internal performance. Implemented new lines of business within the partner location including call routing strategy, IVR and training for an optimized portfolio of support.

Irvine, Ca

Lead an internal bi-lingual contact center team. Coached agents to continually evolve the customer experience by improving first call resolution, call sequencing, Net Promoter scores and accessory sales. Developed a keen understanding of line level call center operations. Coach and manage team to improve the customer experience in all contact mediums; chat, live agent, fullfillment. Supported multiple product launches, pricing plan changes and marketing promotions.

Irvine, Ca

Lead a team supporting the VZW national headquarters strategy and operations group. Defined and implemented initiatives to reduce operational expenses, reduce call in rates and improve self-serve utilization. Lead proof of concept and implementation of a national technical support knowledge management system. Studied data and customer behaviors to conceive, develop and implement multiple ($MM) cost saving initiatives. Lead national implementation of email set-up simulators.

Irvine, Ca

Managed the operations of an early adopter technical support organization. Responsibilities included; Staffing forecasts, hiring plans, creating monthly operational reviews, developing and implementing cost saving initiatives and quality improvements. Lead call center system implementations, developed a real-time performance management system portal. Supported long term strategy planning for IVR, skills based call routing, chat, call center systems and quality coaching models.

Cypress, Ca

Managed Financial and Administrative functions for an international leading developer of Universal Remote Controls (Nasdaq:UEIC). Prepared and Presented Monthly Operational Reviews/Analysis, by business segment, to senior management. Worked with the Customer Service team to develop a company website. Developed annual Expense Budget. Worked closely with Sales and Marketing organizations to develop and analyze pricing and profitability models. Was responsible for facilities management.

Pasdena, Ca

Supported VP Engineering with financial and administrative functions including; budget development and the creation of Financial Models. Managed expense budget on or below plan for 3 consecutive years with an organization that exceeded 300 headcount. Prepared organizational long-range budget plan. Created statistical financial models. Managed division property asset budgets and physical inventory. Conceived, Developed and Implemented a Manpower Forecasting System.

Pico Rivera, Ca

Worked as a financial analyst on the black B-2 Bomber project supporting the composites manufacturing organization. Developed and monitored operational budgets, prepared and conducted weekly and monthly cost reviews. Developed learning curve progression financial models.Held a Department of Defense Secret clearance.