Oscar Pena Tavarez Email & Phone Number

Santo Domingo, Distrito Nacional, Dominican Republic

Dominican Republic

• Responsible for being the first point of contact on any project management or support needs for a pre-designated team of IT, Account Executives, and Sales Managers • Participate in weekly Sales Solutions meetings when their pre-designated AEs and/or Sales Managers are scheduled as well as Chief Revenue Officer • Create and implement world-class client solutions, software, rationales, ideas, promotions and campaigns for clients alongside a team of certified engineers across different software lifecycles • Communicate with on-site resources and stakeholders to review project updates, progress and deadlines • Create present and recommend solutions, process standardization and promotional proposals to IT/Operations/Marketing/Promotional/Programming C- level executives • Serve as liaison between Clients and local client operations and IT Departments to ensure high-level customer service and efficiency in fulfilling the technological and operational needs of all projects assigned • Worked closely with client operations to optimize productivity through relevant software implementations enabling data mining • Increased efficiency on client program onboarding process, client staff contract renewal, and credential creation reducing its duration from approx. 30 days to 12 days which increased revenue and onboarding efficiency

• Responsible for client program’s overall performance and KPI results from both financial and business-focused• Manage and develop a team of 10 Team Leads / Supervisors and 2 Sr. Supervisors • Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; establishing production, productivity, quality, and customer-service standards and ensuring the attainment of contractual obligations; contributing information and analysis to organizational strategic plans and reviews• Review operational reports with the Global Director of Operations on a regular basis and provide guidance to the team regarding future performance in order to continuously improve results• Assured program sales and goal attainments having trained all staff in up-selling techniques which resulted in site leading sales attainment at an enterprise level• Ensured staffing levels, delivery of staff training, and compliance to meet contractual requirements• Planned and controlled implementations of all software updates from an operational standpoint• Allocate resources to guarantee to deliver on expectations and meeting/exceeding business objectives• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs• Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies • Prepare and present business analysis to lead QBR/MBR/WBR both Financial/Service-oriented with both client and internal leadership.

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.• Answering agent questions regarding best practices or difficult calls.• Identifying operational issues and suggesting possible improvements.• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.• Preparing reports and analyzing data to assist management as they determine call center goals.• Working with other supervisors and management team members to support agents and maximize customer satisfaction.