Gregory Gomez Email & Phone Number

• Manage a team of 11 supervisors, 198 customer service agents in both a telecommunications call center environment.• Maintain key performance indicators such as AHT, strategic sales value, customer feedback program (IR), bill to pay ratio, and schedule adherence according to client and company Requirements.• Maintain dialer campaign formulation and pacing according to workforce needs.• Assist in P&L forecast and flash initiatives.• Develop supervisor staff to understand workings of call center management to maximize company profits through higher agent morale and lower metric defects.• Meet weekly with client to discuss program state and incorporate initiatives based on call flow trends.• Work with human resources to perform functions including coaching, corrective action, and terminations to enforce company and client policy.• Established new reporting format to change development of agent coaching strategy.• Point of contact for site supervisor development program.

• Managed a team of 5 supervisors, 120 customer service agents in an inbound call center.• Coached supervisors on how to motivate and engage agents to increase productivity and lower attrition.• Counseled supervisors on how to manage agent situations according to human resource policy.• Worked with senior management to provide insight into current floor status and rolled out new initiatives.• Coordinated staffing and policy requirements with senior management to ensure company and client initiatives were met. • Collaborated with support departments to ensure teams were meeting quality metrics and client service level agreements such as close rate, average handle time, abandonment rate, call quality, schedule utilization, and CTI compliance.• Invested in company future leaders by project ownership of a 9 week management preparatory class.• Provided insight and call direction on new call flow initiatives set forth by the company and key clients (Best Buy and Geek Squad).

• Restructured a team of collectors in the collection of commercial Southwestern Bell Telecommunications early-out debt.• Managed and approved escalated and disputed accounts.• Coordinated team and individual goals to meet company and client quotas.• Monitored collector performance and ensured all aspects of collector activity meet company and client quotas.• Maintained IAT Realtime dialer and troubleshot with software provider on dialer/software compatibility.• Developed power and predictive dialer campaigns based on client needs and state regulations.• Evaluated daily and weekly reports to determine efficiency of dialer campaigns with respect to hit rates, right-party contacts, SIT reports.• Interviewed, hired and terminated employees in accordance with company regulations.• Evaluated collector performance as it relates to 30, 60 and 90-day work requirements set forth by the client.

• Managed a team of up to 24 collectors in the collection delinquent credit card debt.• Assessed collector performance and provided training as necessary to enhance productivity.• Developed account strategies to maximize unit collection efficiency through skiptracing and dialer implementation.• Developed power and predictive dialer campaigns based on batch track and client needs.• Worked with IT to create reports to determine efficiency baseline on dialer campaigns with respect to hit rates, right-party contacts, and new FDCPA regulations.• Interviewed, hired and terminated employees in accordance with company regulations.• Evaluated individual batch placement trends and implemented dialer or work queue strategy to maximize full time employee (FTE) output.• Maintained settlement aggregate to stay within client tolerance levels.• Adhered to fair debt collections and practices act (FDCPA) and state laws pertaining to collection of delinquent debts.

• Managed a team of 8 portfolio managers in the collection of student loans while supervising 32 collectors.• Adhered to FDCPA pertaining to collection of federal loans.• Set up power dialer campaigns to increase right-party contacts and increase efficiency of high volume route collectors.• Coordinated team goals and provided oversight for master schedule.• Reviewed team collection activities to report to Sr. Division Manager.• Used various techniques to locate holders of defaulted student loans (skiptracing).• Managed inventory of over 180 accounts per day.• Maintained inventory of billing and logistics on over 500 accounts.