Omar Medina Email & Phone Number

West Palm Beach, FL, US

Paris, Île-de-France, FR

Newark, California, US

Newark, California, US

Irvine, CA, US

Fort Lauderdale, FL, US

• Account Executive- Near/Offshore Operations As account owner, responsible for client/customer relationship for the second largest wireless company in the world, worked directly with Contact Center Operations in.
• Sole ownership of client relations for three near/offshore inbound customer service sites totaling over 3,000 agents and support staff; managed Tier I, II, and III as well as eCare and back office support for Sprint.
• Demonstrated superior business acumen in global operations, contract compliance, revenue generation, WFM execution, customer satisfaction metrics, IT project coordination and management
• Business growth achieved through organic opportunities; increase in revenue 45% year over year from $22mm to $40mm annually
• Directly responsible for all Tech Support functions for each brand including handset and mobile broadband devices; assisted with process enhancements to improve IVR flow, reduce AHT, reduce transfers, and understand.
• Driven consistent delivery of key metrics that are directly related to Customer Satisfaction, Issue Resolution and Willingness to Recommend and have maintained green status for 17 straight months

Jeffersonville, IN, US

• ACCENT Marketing is a customer relationship management company that works hand in hand with large national accounts to maximize the value of customer contact. ACCENT operates both domestic and internal engagement.
• Oversight of high-volume 250 seat contact center with direct control of P&L responsibilities up to $12M+; leadership of over 30 direct reports across site operations and all functional support areas
• Launched and maintained relationships with key Vendor Managers such as Boost Mobile, Sprint PCS, Polaroid and Char-Broil
• Launched first technical support and reverse logistics program for the company resulting in five new RFP’s for similar contact center support
• Achieved 100% overall KPI performance for two consecutive years and exceeded the Average Billable Rate goals resulting in $3.7M in additional revenue above financial plan
• Proven ability to generate growth in stagnant market; assisted in the strategic development and launch of first Social Media/Proactive Chat customer service channel; as a result developed a new revenue stream.

Dearborn, Michigan, US

• Assist by determining the root cause, educate and execute the best remedy to avoid negative impacts to the company’s financial goals and to the customer’s credit status
• Evaluate customers capital to determine affordability limits and recommended plans using the best remedy to influence positive management of accounts
• Managed and maintained the South Florida region from Fort Myers to Coral Gables; approximately 100,000 accounts and over $2.5 million in unit value
• Minimized financial loses to FMCC in the form of repossessions and account charge-off to 3% of budgeted revenue and maintained loses below $64k monthly (goal $132k loss monthly)

• Managed daily activity for both sales & customer service operations in a bilingual environment
• Managed 12 supervisors, 200 sales representatives and 80 customer service representatives
• Maintained relations with key client DirecTV
• Achieved 3,500 installations monthly generating $25M in annual revenue
• Created and implemented the sales training curriculum for management and customer service representatives
• Partnered with Marketing Services to enhance the advertising techniques used for new business

Mahwah, New Jersey, US

• General Manager
• Launched outbound bilingual sales call center to support major Non-Profit organizations generating over $2 million in contributions to organizations such as The Leukemia and Lymphoma Society, M.A.D.D., and Special.
• Performed to meet or exceed sales budgets consistently over the course of 6 years; annual sales revenue in excess of $2.73 M with 150 sales representatives
• Manage and analyzed P&L and revenue statements to ensure target of $2.5 M annually
• Responsible for the completion of evaluations, individual development plans, career planning, and the growth of 15 managers, 1 Recruiting & Retention Specialist and 1 Branch Office Assistant
• Assisted with regional management support for multiple sites