Leticia Wright Email & Phone Number

Remote

•Manages overall performance of the call center department and employees consisting of 3 Supervisors and 60+ agents. •Identifies and resolves operational problems using defined processes, expertise, and judgment.•Guide and mentor, the Supervisor, and their agents to adhere to the company goals and culture.•Assist with escalations calls and improving customer satisfaction experience.•Oversee the Call-Center’s CRM cases/tasks/emails, to keep Call-Center Agent response-times within acceptable parameters.

Work From Home

Responsible for planning, directing, and overseeing the operations and fiscal health of the department.Drive staff results by communicating job expectations, planning, monitoring, and appraising job results; coaching, counseling, developing, coordinating, and enforcing systems, policies, procedures, service levels and key performance goals. Create strategic goals by gathering pertinent business, and operations information, identifying and evaluating trends then choosing a course of action, while defining objectives and evaluating outcomes Manage recruiting projects for high volume and ramp projects to include jobs that require 50-100 starts at once.Conduct the employee new hire check-ins at 30/60/90-day marks.Maintain quality of service standards that focuses on the customers experience and satisfaction scores. Create a workplace culture that is consistent with the overall organization vision, principles, and core values. Contracted with health care companies with licensed customer service representatives.

Ennis, Texas, United States

Point of contact for contractors and the liaise between site’s leadership team members. Enforce all workplace polices and procedures. Maintain and adhere to departmental budget for all site events to cultivate our employee.Meet with potential clients and review our business strategies on our contact center outsourcing services.Responsible for updating and training the site business continuity plan to ensure all potential risk and the leadership team is prepared for any unforeseen events. Handle employee relations (human resources) to strengthen the employer-employee relationship through identifying and resolving workplace issues.

Dallas, Texas, United States

Enhances the organizations human resources by planning, implementing, and evaluating employee relations and human resources policies, programs, and practices.Maintained human resource staff by recruiting, selecting, orienting, and training. Reconciled monthly billing and provides invoicing to clients. Managed guidelines by preparing, updating, and recommending human resource policies and procedures.Maintained historical human resource records by designing a filing and retrieval system; keeping past and current records. Conducted benefit enrollment classes for employees to review company sponsored benefit plans.

Aurora, Colorado, United States

Planned and coordinated the operations of the departments and operating unit. Planned and maintained systems and procedures for operating efficiency and managed staff for optimum performance. Reviewed performance data financials and analysis reports to monitor and measure productivity, goal progression and activity levels. Managed client expectations and provided a high level of services and meeting volume targets. Increased customer services production levels by 45% with enhancing dialing tactics.

Certification Six Sigma Green Belt

Bachelor Of Business Administration - Bba, Business Administration And Management, General