Jose Herrera Email & Phone Number

Lubbock, Texas Area

Lubbock, Tx

➢ Rolled out the Customer Satisfaction survey program and implemented a callback process that resulted in immediate increase in survey scores for technical support call handling.➢ Conducted virtual operations reviews with multiple Tier 2 Technical Support Vendor sites with 700-800 hundred advisors both domestically and at international call centers in Canada, Mexico, Colombia, Philippines, and the United Sates supporting iPhone and Android products.➢ Facilitated virtual calibrations with operations managers, team leads, and advisors that identified key behaviors and process improvements that resulted in quality scores above 85%.➢ Trained, developed, and managed a Bilingual retention team resulting in a 35-40% retention rate of customer cancellations.➢ Achieved results in the top 5 of all call center teams and recognized for Circle of Distinction.➢ Collaborated with senior management on identifying linkages to business strategies and identified areas ofcustomer dissatisfaction resulting in process improvements in call handling and technology.➢ Identified Best Practices and benchmarked with industry standards and implemented process improvements thatresulted in improving 50% of dropped calls and increase in customer satisfaction.➢ Analyzed data and call handling metrics that identified key call drivers and outliers and addressed key behaviorsaligned with performance objectives resulting in high performance teams.➢ Analyzed survey data and worked with virtual teams to address training and product gaps resulting inimprovements in training, call handling, and a 5% improvement in customer callbacks.➢ Led the first entrance of the Western Region network portability market that resulted in developing curriculum andproduct training for 75 account executives and 15 sales advisors.➢ Developed marketing plan for identifying opportunity focused on high-tech, legal, and financial industries thatresulted in a new revenue stream in a $1M market.