Leticia Gomez Email & Phone Number

Phoenix, AZ, US

New Jersey, United States

• Develop Departmental Strategy to support Overall Division Strategic Direction for Clients and Associates to realize client satisfaction.
• Instrumental Player in Client Management with partnership of Relationship Managers.
• Responsible for developing an engaged associate culture in newly opened site.
• Led and managed existing environment through transformational change to our client support model while maintaining a client and associate focus.
• Oversee the management of client satisfaction, business and operations metrics with a focus on continuous improvement initiatives.
• Ensure issue resolution is timely, accurate and delivers on our client commitment and increases NPS.

Phoenix, Arizona Area

• Responsible for day-to-day operations and staffing of the Phoenix Customer Solutions call center consisting of +400 phone, email and claims associates.
• Met or exceeded Customer Satisfaction surveys consistently year over year.
• Developed and implemented new strategies which supported and promoted a positive customer experience.
• Direct responsibility over annual site budget, justifications and reconciliation of monthly spending.
• Implemented employee development initiative and morale building programs i.e. Recognition Team.
• Introduced enterprise change of the Mentorship Program for associate recognition and development.

Phoenix, Arizona Area

• Manage Account Operations Team of 5-7 Account Managers.
• Partner with Operations and the client on implementing new processes and procedures to handle inquiries appropriately.
• Partner with Account Team to provide support during Client visits for potential new business.
• Provide escalation support for Account Managers and Corporate Team.
• Answer inquiries during client operational calls regarding Operations (i.e. Complaint Tracking, Reg E process).
• Review and prepare team for upgrades, new product releases and/or changes.

Phoenix, Arizona Area

• Successfully manage service level results across multiple product lines using budget, forecasting, & resource allocation.
• Establish and oversee new procedures to address areas requiring improvement.
• Create and implement programs and plans that support the balance of production and quality.
• Partner with other organizations to ensure client satisfaction by serving as a point of contact for Account Development Partners, participating in client visits and resolving client issues.
• Provide assistance to support groups to improve procedures, products and systems used by the staff.
• Perform management functions (interviewing, hiring, reviewing, scheduling, monitoring and developing associates and member of the leadership team).

Phoenix, Arizona, United States