Faye Victora Email & Phone Number

United States

Westminster, Colorado

Leading 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.

Driving exceptional customer service for the nation's leading provider of home healthcare services and equipment.

Fort Collins, Colorado Area

Platform development and launch of Work at Home, a home-shoring platform which provides flexible options for customer service professionals.

Fort Collins, Colorado Area

Led the launch of Sykes Home, a home-shore solution for work at home customer service professionals.

Led 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.

Led 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.

Responsible 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%.

Established 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.