• Implementing ongoing staff development programs aimed at enhancingemployee engagement, service proficiency, knowledge enrichment, skillenhancement, and morale.• Conducting profitability analysis of campaigns, managing Call Center budgetarycontrols, and scrutinizing deviations.• Collaborating with the sales force to facilitate prospecting and sales of CallCenter services.• Spearheading the strategic planning and seamless execution of all facets of the CallCenter… Show more • Implementing ongoing staff development programs aimed at enhancingemployee engagement, service proficiency, knowledge enrichment, skillenhancement, and morale.• Conducting profitability analysis of campaigns, managing Call Center budgetarycontrols, and scrutinizing deviations.• Collaborating with the sales force to facilitate prospecting and sales of CallCenter services.• Spearheading the strategic planning and seamless execution of all facets of the CallCenter operations.• Pioneering continuous improvement initiatives to elevate the customerexperience.Key Achievements:• Successfully launched a new Call Center operation from the ground up, coveringall aspects from planning to implementation.• Elevated client Key Performance Indicators (KPIs) from below target toconsistently surpassing goals.• Spearheaded a remarkable growth in business sales, scaling from $25,000 to$15 million within the inaugural year, with a subsequent 25% increase in thefollowing year Show less

We provide our clients with professionalism and dedication. Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,Responsible for development and administration of annual department budget to attain business goals with operational stability,Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance… Show more We provide our clients with professionalism and dedication. Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,Responsible for development and administration of annual department budget to attain business goals with operational stability,Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,Manage and expand client and coworker relationships,Find and close new revenue opportunities within the existing client base,Insure compliance with regulatory agency guidelines and standards.Always looking for new projects in any market. If you have any questions feel free to contact me. Show less

Gather and analyze customer satisfaction survey left by customer after having an interaction with our call centerDevelop and implement best practices for customer services reps to follow to increase customer satisfaction scoresProvide reports of trends found on negative surveys and provided feedback to the consultant’s supervisor to turn around mentioned trends to positivesProvided excel reports to all operations levels (Consultants, Supervisor, Sr. Supervisors and Account Managers)… Show more Gather and analyze customer satisfaction survey left by customer after having an interaction with our call centerDevelop and implement best practices for customer services reps to follow to increase customer satisfaction scoresProvide reports of trends found on negative surveys and provided feedback to the consultant’s supervisor to turn around mentioned trends to positivesProvided excel reports to all operations levels (Consultants, Supervisor, Sr. Supervisors and Account Managers) of daily and monthly customer satisfaction scores. Show less

Direct contact between company and clientManage supervisors and team leads, verify all goals are being meet( services levels, average speed of answer, first call resolution, customer satisfaction levels, attrition and others)Report on a daily and quarterly bases the performance of the project to both company and client Excel using pivot tables, formulas (Vlookup and others) and dynamic tables. Power Point Develop and design new SOP’s to improve project performance Work… Show more Direct contact between company and clientManage supervisors and team leads, verify all goals are being meet( services levels, average speed of answer, first call resolution, customer satisfaction levels, attrition and others)Report on a daily and quarterly bases the performance of the project to both company and client Excel using pivot tables, formulas (Vlookup and others) and dynamic tables. Power Point Develop and design new SOP’s to improve project performance Work with Human Resources to create profiles to select new hires Show less