• Manage multiple business process outsourcing (BPO) sites in Latin America, working in collaboration with vendors to develop and implement strategic action plans to improve service and sales metrics. • Develop and monitor vendor performance related to duties specific to service level agreements (SLAs).• Define desired targets and partners with vendors to attain targets, maintain a process of continuous review, feedback, and action to identify areas of improvement.• Serve as a… Show more • Manage multiple business process outsourcing (BPO) sites in Latin America, working in collaboration with vendors to develop and implement strategic action plans to improve service and sales metrics. • Develop and monitor vendor performance related to duties specific to service level agreements (SLAs).• Define desired targets and partners with vendors to attain targets, maintain a process of continuous review, feedback, and action to identify areas of improvement.• Serve as a project lead for cross-functional projects that impact a future or existing vendor, develop project plans, and communicate material and deliverables in support of the projects.• Maintain full control of budgets and forecasts in line with both growth and shrinkage. Notable achievement while in the position included:- Delivered results that increased sales conversions by 12% within 3 months. - Implemented change that reduced cost by 45% in the 4th quarter of 2018.- Leveraged advanced IVR development and API integrations to increase contact center proficiency by 20%.- Led the successful launch of a 2nd vertical, which grew the business by an additional 10%.- Led the successful launch of SMS marketing channel , which grew the business by an additional 30% Show less

• Managed multiple key clients and vendor relationships, including the implementation from contract to live environment of voice, chat, and email support, agent selection, and training. • Provide wide-ranging operational floor support in quality assurance, coaching, reporting, tracking, forecasting, and staffing for teams across multiple sites.Notable achievements while in the position included:- Increased sales conversion on the catalog account by 12% within 1-year… Show more • Managed multiple key clients and vendor relationships, including the implementation from contract to live environment of voice, chat, and email support, agent selection, and training. • Provide wide-ranging operational floor support in quality assurance, coaching, reporting, tracking, forecasting, and staffing for teams across multiple sites.Notable achievements while in the position included:- Increased sales conversion on the catalog account by 12% within 1-year. - Implemented change that reduced staff turnover by 15% in 2009, benchmarking a record-setting improvement in staff retention due to employee development and morale-building programs' success.- Selected to serve on a special task force charged with turning around under-performing agents, providing training for CSRs and managers in struggling accounts while contributing to significant improvements and CSAT and sales.- Exemplified the customer service that all accounts managed were known for by actively being on phones with other agents and being recognized by clients and customers for providing exceptional service. Show less

• Developed and implemented the strategic direction of nationwide and near-shore contact centers, negotiating contracts and establishing key performance indicators for new accounts. • Developed new-hire training curriculum and managed supervisory staff.Notable achievements while in the position included:- Led the successful launched new near-shore contact centers in Costa Rica and Guatemala, providing redundancy while cutting costs by 35%+.- Successfully promoted the use of… Show more • Developed and implemented the strategic direction of nationwide and near-shore contact centers, negotiating contracts and establishing key performance indicators for new accounts. • Developed new-hire training curriculum and managed supervisory staff.Notable achievements while in the position included:- Led the successful launched new near-shore contact centers in Costa Rica and Guatemala, providing redundancy while cutting costs by 35%+.- Successfully promoted the use of new VoIP technology in combination with Asterisk*, which reduced cost-per-call, leading to the development of an internal system now marketed to other businesses.- Increased the AOV by 18% by developing and maintaining strategic partnerships with other vendors to compliment the company’s main products. Show less