Faye Victora Email and Phone Number
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Innovative and dynamic senior level professional with proven performance and career progression. Call center subject matter expert (SME) and leader with unique depth of experience including executive level decision making, strategic planning, virtual workforce implementation, cross functional training and quality implementation and process improvement, operations management, account management focused on positioning for growth, and relationship building. Ability to successfully impact the bottom line as both an individual contributor and as part of results oriented teams. Keen ability to problem solve, identify and eliminate unnecessary cost, and continually improve results and perfect processes. Proficient in margin optimization. Strong background and excellent reputation for delivering superior client satisfaction while balancing the needs of a profitable organization. Energetic and thoughtful communicator and facilitator.Specialties: • Remote Workforce Implementation• Automated Systems Selection• Public Speaking and Writing• Contract Negotiations• Sales and Lead Generation• Program Implementation • Call Center Management• Management Development • Process Improvement• Client Relationship Management• Training Leadership• Quality Assurance Leadership
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Global Training And Quality Performance LeaderIbm Feb 2022 - PresentUnited States -
Managing PartnerCogent Group Llc Sep 2020 - Present -
Vice President Shared ServicesReedgroup Sep 2017 - Sep 2020Westminster, ColoradoLeading Fulfillment, Training, Quality, Benefit Calculations and Appeals departments for ReedGroup, a trusted provider of clinical content, leading edge software and absence management services for 3000 clients in multiple locations across a global footprint. Many fortune 100 companies are among them.
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Vice President, Customer ServiceApria Healthcare Jan 2014 - Sep 2017Driving exceptional customer service for the nation's leading provider of home healthcare services and equipment. -
Vice President, Mobile Workforce Work At HomeApac Customer Services Mar 2013 - Jan 2014Fort Collins, Colorado AreaPlatform development and launch of Work at Home, a home-shoring platform which provides flexible options for customer service professionals.
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Vice President, Sykes HomeSykes Oct 2010 - Aug 2012Fort Collins, Colorado AreaLed the launch of Sykes Home, a home-shore solution for work at home customer service professionals. -
Vp Startek@HomeStartek, Inc. May 2007 - Nov 2010Led the development and launch of StarTek@Home, a home-shoring platform to deliver creative alternatives to US based agents.Led the organizational focus on quality to a level that now defines the organization. StarTek is now a consistently a high performer in this area due to the commitment of the entire organization. -
Vice President Business DevelopmentAcs Livebridge Oct 2004 - Apr 2007Led pursuit team and secured outsourcing partnership agreement with major wireless provider.Key member of pursuit team which secured outsourcing partnership with a second major wireless provider.Secured an additional 200 FTE of embedded base growthResponsibilities also included additional embedded base growth and contract renewals of existing accounts by thoroughly understanding clients’ strategic plan and pursuing all outsourcing opportunities supporting that plan.Earned President’s club both years for achieving quota. Top 10% performance recognition 2006.
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Account DirectorTeletech Nov 1999 - Feb 2002Responsible for more than 500 employees in five (5) facilities with a corresponding to an annual revenue stream of 32 million dollars.Successfully launched two (2) major projects for a major telecommunications client, filling a unique segment of advanced-level customer service in the outsourcing industry. Grew both accounts into the most profitable programs at TeleTech.Implemented and managed the first DSL provisioning program by an ILEC. Created new processes, methods and procedures along with establishing reporting guidelines, quality measurements, training content, and tracking mechanisms to ensure success in the provisioning environment.Managed the first Long Distance “Back Office” function within TeleTech. Program was comprised of nine (9) unique segments supporting the Order Management and Maintenance functions of a major telecommunications company’s first entry into the long distance market.Recovered $330K in incorrectly charged telecom costs, resulting in refunds, cost reductions, and margin improvement.Significantly improved cost per sale for an inbound telecommunications sales program by retooling training and implementing performance management tools. Reduced customer cost per sale by 36%. -
Call Center Sales ManagerSprint Telecommunications Jul 1997 - Nov 1999Established best practices for five (5) call center locations. Implemented twenty-three (23) stand alone processes which improved revenue, efficiency, turnover, and client satisfaction.Created staffing and scheduling process, including all documentation, communication flows, position functions, and responsibilities. Implemented TCS call center workforce management system.Developed staffing projection plan to identify both long and short term recruiting strategies as well as urgent turnover reduction strategies. Reduced internal turnover by 35% month over month.
Faye Victora Skills
Faye Victora Education Details
Frequently Asked Questions about Faye Victora
What company does Faye Victora work for?
Faye Victora works for Ibm
What is Faye Victora's role at the current company?
Faye Victora's current role is Global Training and Quality Performance Team.
What is Faye Victora's email address?
Faye Victora's email address is f.****@****ast.net
What is Faye Victora's direct phone number?
Faye Victora's direct phone number is +197041*****
What schools did Faye Victora attend?
Faye Victora attended University Of Oklahoma.
What are some of Faye Victora's interests?
Faye Victora has interest in Casinos, Exercise, Sweepstakes, Home Improvement, Reading, Gourmet Cooking, Sports, Home Decoration, Health, Photograph.
What skills is Faye Victora known for?
Faye Victora has skills like Outsourcing, Process Improvement, Call Centers, Crm, Vendor Management, Leadership, Call Center, Cross Functional Team Leadership, Operations Management, Performance Management, Customer Satisfaction, Workforce Management.
Who are Faye Victora's colleagues?
Faye Victora's colleagues are Daniel Ruiz, 加藤真也, Andy Ball, Bhagyashreee Kulkarni, Anna Faurholdt, Monica Forbice, Dwayne Larson.
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Faye Victora
Fort Collins, Co1livebridge.com
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