Mario Sturla Email & Phone Number

Fort Lauderdale, Fl, Us

Miami/Fort Lauderdale Area

• Drive the overall performance and productivity of 30 team members in 4 different countries (PH, HN, Dom. Rep. and US).• Provide effective leadership and soft skills in managing a dynamic Customer Care team including coaching and mentoring for under-performing representatives. • Work hand in hand with Legal and Compliance team to implement processes and procedures to reduce regulatory complaints.• Spearheaded the launch of our 2nd offshore site in Honduras; including leading the… Show more • Drive the overall performance and productivity of 30 team members in 4 different countries (PH, HN, Dom. Rep. and US).• Provide effective leadership and soft skills in managing a dynamic Customer Care team including coaching and mentoring for under-performing representatives. • Work hand in hand with Legal and Compliance team to implement processes and procedures to reduce regulatory complaints.• Spearheaded the launch of our 2nd offshore site in Honduras; including leading the week onsite training. • Manage and maintain customer service scripting and call handling processes; including escalations and complaint handling. • Provide effective and strategic leadership as key member of Liberty Power's Business Process Steering Council. Show less

• Assist Sales Managers in Identifying, developing and managing relationships with energy brokers in deregulated energy markets. • Worked directly with all levels of channel’s staff (i.e. executives, management, brokers, etc.) to prepare and ensure proper execution of all contracts.• Provide training and mentoring to new hires, both in sales support and sales management.• Answer and address questions and concerns raised by team members.• Escalate higher level issues to… Show more • Assist Sales Managers in Identifying, developing and managing relationships with energy brokers in deregulated energy markets. • Worked directly with all levels of channel’s staff (i.e. executives, management, brokers, etc.) to prepare and ensure proper execution of all contracts.• Provide training and mentoring to new hires, both in sales support and sales management.• Answer and address questions and concerns raised by team members.• Escalate higher level issues to management and ensure timely resolution. Show less

• Researched account inquiries from customers, channel partners, utilities and internal staff members and assigned tasks to the appropriate department.• Act as a liaison between Sales and other departments in the company such as Finance, Pricing and Operations.• Completed Request for Prices in support of the sales process across varied channels and products.• Responsible for supporting the sales team with channel and customer management.• Research channel commission issues and… Show more • Researched account inquiries from customers, channel partners, utilities and internal staff members and assigned tasks to the appropriate department.• Act as a liaison between Sales and other departments in the company such as Finance, Pricing and Operations.• Completed Request for Prices in support of the sales process across varied channels and products.• Responsible for supporting the sales team with channel and customer management.• Research channel commission issues and review commission reports to ensure accuracy and payment timeliness. Show less

• Oversee group of 15 Customer Service agents to ensure all goals and objectives met, and assist in any type of issue resolution. Act as final escalation point for any customer issues.• Monitor random calls and emails to improve quality.• Improved email response time by creating and updating templates ensuring uniformity and provide top notch customer service.• Ensure all agents adhere to schedule and track all hours worked for accurate payroll.• Reviewing the performance of… Show more • Oversee group of 15 Customer Service agents to ensure all goals and objectives met, and assist in any type of issue resolution. Act as final escalation point for any customer issues.• Monitor random calls and emails to improve quality.• Improved email response time by creating and updating templates ensuring uniformity and provide top notch customer service.• Ensure all agents adhere to schedule and track all hours worked for accurate payroll.• Reviewing the performance of staff, identifying training needs and planning training sessions. Show less

• Work directly with documentation and training manager to launch new products, processes and procedures for dedicated service clients.• Assist in the development and execution of methodology specific to the integration of new products, services and campaigns.• Coordinate departmental cross-functional teams focused on the delivery of new product introduction programs for dedicated clients.• Coordinate and lead support initiatives for customers; area vice presidents, regional… Show more • Work directly with documentation and training manager to launch new products, processes and procedures for dedicated service clients.• Assist in the development and execution of methodology specific to the integration of new products, services and campaigns.• Coordinate departmental cross-functional teams focused on the delivery of new product introduction programs for dedicated clients.• Coordinate and lead support initiatives for customers; area vice presidents, regional operations managers and account representatives; uphold all service level agreements for dedicated service clients.• Responsible for communication of issues to management that impacts the organization such as: failure to deliver service levels, outages, moves, adds or changes; elaborate, identify and enforce overall product support plans and procedures. • Develop escalation procedures to effectively communicate with vice presidents and regional managers. Show less