Herbert Guardado Email & Phone Number

Greenwood Village, Colorado, United States

El Salvador

• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.• Develop call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.• Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.• Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends. Create monthly reports to senior management and presented plans to ensure annual targets were achieved• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments• Develop and maintain a strong working relationship with internal departments and align with the company goals• Attend managerial meetings to communicate changes, issues, and opportunities

El Salvador

Effectively managed 130 + that includes Customer service agents, Shift Managers and Team supervisors performance. Manage the day-to-day operation, real-time inbound to ensure that service levels are met for epay US, Australia, New Zealand and Brazil. Develop and coach supervisors identifying strengths and areas for opportunity for each of their sites/offices ensuring each is hitting their respective goalsManage monthly performance review process for each supervisor ensuring they are on track to achieving their KPI`sEnsure all supervisors have a personal development plan that aligns with their career path goals and objectivesManage the WFM processes.- forecast, recruit and hired staff members approve payroll, bonus, motivational expenses and administrative expensesManage the scheduling and maintenance plans to ensure adequate and proper staffing requirements for each operation are met and their hours of operationManage real time business call volume to ensure calls are routed to the right agents at the right time, and agents are in the right place at the right timeDevelop a continuous improvement process for all WFM processes and procedures identifying and implementing ways for the team to work more effectively and efficiently with all team membersProvide supervisors support and direction to their teams, and meet training and development needsLead projects and initiatives for Customer Care enabling the achievement of keyDevelop scoreboards, communicate and lead operational monthly, weekly, and daily meeting to target goalsEnsure Supervisors are providing clear communications for staffing surplus and deficits to operational teams ensuring staffing gaps are identifiedWork closely with other managers and their teams to ensure teamwork and communication are leading to successLead the communication with each of the supervisors to ensure they have actionable insights for their departmentsProvide back up support to the Customer Service Manager when needed

El Salvador

Developing the performance of team members and executing necessary actions for their motivation when required. • Motivating and inspiring the team to surpass their potential• Creating a sense of ownership within the employees and resolving employee issues• Looking constantly for development or improvements for the entire team• Monitoring and coaching their teams on a day¬ to ¬day basis• Communicating the company’s purpose, core values, vision to the front line employees• Striving for new ways continually, to increase the opportunities to improve and grow• Responsible for tracking CSR’s performance metrics and development • Responsible for resolving, escalating and following up on CRM incidents. • Manage and track plan and un plan absence, action plans and disciplinary actions • Handle employee terminations and performance reviews

El Salvador

keeping personnel data up to date, schedules, absences, metrics, close monitoring on team's performance assisting team members to achieve their goals.

El Salvador

•Serves customers by providing product and service information; resolving product and service problems and guide them thought a set of troubleshooting g steps to fix basic POS terminal errors