Joe Camarillo Email & Phone Number

Austin, Tx, Us

WSA partners with organizations who are seeking to support their employee’s well-being and mental health in high-stress workplace environments. Our mission is to break down the mental health stigma and create healthier, more resilient workplaces by empowering individuals to enhance their mental wellness through education, building resilience, and promoting self-care. The wellness training we provide is centered around education, prevention and early detection. By equipping individuals with the knowledge and skills to manage stress and overcome trauma we help make a positive impact on employee mental health, productivity, performance and retention.As CEO, I manage business administration, new business development, strategic service offerings and client services.

Phoenix, Arizona, Us

Cloud Tech Gurus helps companies source, select and implement the right technology solutions and BPO vendor partners to optimize and scale contact center operations. Our partner portfolio includes 150 SaaS technology suppliers and over 30 BPO vendors around the globe. We make sourcing solutions simple by leveraging our vetted supplier partners and reducing the time you would spend sourcing by 70%. I serve as trusted advisor and project manager, sourcing and presenting CX solutions to clients based on their business requirements. I work with clients and lead the project discovery, business requirements, and facilitate product demos and provide guidance during the selection process. • Report to executive team and responsible for managing technical requirements, facilitating discovery sessions and product demos, developing proof of concepts, and providing selection guidance.• Directed cross-functional teams in sourcing of a contact center platform and supported implementation for a 350-seat center, enhancing agent efficiency by 30%.• Led the cross-functional teams in the sourcing of a quality assurance automation tool for a 911 center with 200 operators, resulting in a 25% increase in QA scores and improved compliance.

Menlo Park, Ca, Us

Meta is a technology company that helps people connect, find communities, and grow businesses. Our team managed the Economic Impact program which helped SMB owners in 44 global markets grow their business using Facebook, Instagram, WhatsApp, and Oculus by providing education, marketing resources, customer care and technical support. Responsible for driving program performance, optimizing operations, and delivering great customer experiences. • Directed global customer support operations for Meta’s small business program in EMEA and LATAM, serving customers across 20 global markets, 11 languages, 3 vendor sites. • Delivered against quarterly targets in leads acquisition and qualification, along with customer support goals and CSAT.• Implemented and scaled retention strategies and workflows, achieving a 65% retention rate, and exceeding annual goal by 10%.• Spearheaded the RFP process, contract negotiations and program implementation with a new contact center vendor, achieving the go live timeline and annual cost savings of $3M.

Leatherhead, England, Gb

Cirrus Response is CCaaS, contact center as a service provider and their solutions include voice, chat and conversational AI to improve customer engagement and the customer experience. Our team specialized in service delivery of voice, chat, and conversational AI solutions for contact centers clients. Managed and nurtured client relationships through pre-sales, implementation and post sales support while driving product adoption and customer retention. • Led the project discovery and requirements documentation for CCaaS solutions., assisted in building proofs of concepts and customizing product features. • Supported service delivery teams with implementation projects, user acceptance testing and customer product training for software deployments across voice, chat, email and social media channels.• Supported product and engineering teams in the configuration, testing and implementation of our contact center platform for a retail client, increasing customer service efficiency by 40%.• Spearheaded product support initiative that reduced project delays by 20%, enhancing the efficiency and effectiveness of service delivery operations.• Achieved 93% SLA compliance for assigned technical support cases by optimizing triage processes and improving product knowledge to effectively troubleshoot issues.

Austin,, Tx, Us

Allegro Response is a nearshore BPO vendor who provides sales and customer support services. The team specializes in direct-to-consumer sales and has supported over 100 brands in diverse categories such as kitchen and home, beauty, health and fitness, hardware and technology. • Led a 160 member team, with 6 direct reports, reported to the CEO and responsible for performance and contact center operations of customer service and sales programs. • Improved customer service case management, achieving a 96% SLA compliance by optimizing workflows, enhancing training, and knowledge base improvements.• Maintained 90% + quality assurance score quarter-over-quarter through regular audits and process improvements, ensuring adherence to standard operating procedures.

Austin, Tx, Us

Dropoff is a same day delivery service provider with innovative logistics software, serving 270 brands in the restaurant, healthcare, retail, and industrial industries. The company has delivered over 3M orders with a 95%+ on time delivery rate and operates in 50 US cities.• Defined and documented test plans for existing systems, resulting in a 30% increase in testing efficiency and improved user experiences. • Achieved 95% accuracy in software releases by leading post-release triage, troubleshooting reported issues, and documenting outcomes for continuous improvement.• Created product training materials and product release notes, enhancing the training process and reducing onboarding time for new clients by 25%.

Austin, Tx, Us

• Scaled recruitment operations of delivery driver contractors by 350%, from 4 to 18 national markets through coordination with City Managers to meet demand and prepare for new market launches. · Managed full cycle recruitment for independent contractors and other employee positions utilizing applicant tracking systems and collaborating with staffing agencies. · Conducted the candidate selection process by performing phone screen and onsite interviews.· Administered the driver compliance and renewal process by completing background checks and validation of auto insurance, driver’s license, vehicle registration, and HIPAA certification.· Managed the onboarding of delivery drivers by conducting ride along training, loading and testing driver delivery apps, providing training and delivery support.

Chatsworth, Ca, Us

Xturion is a technology company, who provides business intelligence, media sourcing and call center scripting software solutions. Our team managed internal customer support operations and a BPO partner with remote teams.• Streamlined communication and optimized workflows between vendors and internal teams, reducing case resolution time by 20% and achieving 93% SLA. • Implemented skill-based routing and enhanced IVR self-service, achieving a 78% first contact resolution rate through data analysis and cross-functional collaboration.• Enhanced quality assurance performance, boosting the QA score from 77% to 86%, by implementing a new QA tool and utilizing speech analytics insights.

Chatsworth, Ca, Us

El Segundo, Ca, Us

Beachbody is leading health and fitness company. Served as the Director of Operations and responsible for managing direct response sales operations through domestic BPO contact center partners. • Developed and managed direct response sales operations for health and fitness products including P90, P90X, Slim in 6 and Turbo Jam.• Managed multiple North American outsourced vendor partners with multiple contact center site locations. • Utilized call allocation testing and rewarded higher call volume to call centers with the highest order conversion and revenue per order, increased sales conversion by an average of 10% year over year.