Jose Deleon Email and Phone Number

Led and developed contact center leaders and technicians across various platforms for a premium web hosting organization, consistently surpassing key performance indicators (KPIs).• Acted as a key advocate in Change Control Meetings, driving impactful decisions and innovation.• Implemented new quality standards that elevated the customer experience and customer loyalty.• Empowered leaders through dynamic training in time management, data analysis, communication, and coaching skills.• Managed recruitment, training (onsite and remote), and performance of BPO/offshore personnel.• Boosted employee retention by igniting growth through personalized people development.

Led 10 supervisors and over 100 agents, meeting aggressive sales targets for small-to-medium business customers. Improved team performance during key merger milestones, increasing sales yield rates from 20% to over 40%. Provided leadership in task management and communication, driving improvements across the team.

Led a team of 40 retention agents, improving residential and commercial account retention rates to over 70%. Developed and trained frontline leaders in call center best practices to improve operational efficiency.

Led a team of over 200 agents, surpassing customer retention targets and improving operational metrics.Spearheaded initiatives to improve supervisor leadership and bench strength. Top performer in national retention and sales metrics for two consecutive years. Trained and developed vendors to improve and out perform internal customer retention teams.

Led seven retail banking centers, developing branch managers and driving operational growth.

Responsible for all operations of four banking centers including loan and deposit growth.