Human Development o Executive Coacho Life Coach o Speaker o Timeline Anxiety / Depression / Stress removable techniques practitionerContact Center Pieces of training o Contact Center Best Practiceso KPI's ( What - Why - How )o Workforce o Do's and Dont's on an Interviewo Soft skills - Supervision development

Oversaw the introduction of six new campaigns in the Dominican Republic, covering sales, soft-sales, and customer service for six accounts in various markets (health insurance, medical appointments, mortgages, and credit repair). Responsible for driving key performance indicators as per client requirements and talent acquisition for inbound and outbound operations.- Successfully launched new inbound/outbound sales campaigns.- Assisted recruiters and the HR department in meeting targeted recruiting needs.- Met client performance expectations and achieved targeted performance within the first 60 days.- Structured processes and staffing requirements.- Coached leaders and agents on best practices and client compliance.- Transitioned the site to a paperless environment for PCI compliance.- Identified new sales behavior opportunities.- Reported key metrics and progress at all organizational levels.- Handled and resolved client conflicts promptly.

o Educate and train Account Coordinators.o Drive daily activity management of the Account Coordinator team.o Create processes and enhancements to increase productivity and client experienceo Coach and develop Account Coordinators through demonstration, observation, and feedback.o Accountable for customer and revenue base retention and overall “post-sales” client experience.o Monitor and exceed daily weekly, and monthly team objectives.o Ensure roll-out, additional coaching, and training of individuals on the team for existing, new, or changed processes and procedures.o Manage operational functions including partnership with sales, reporting to sales/sales management and vendor relationships.o Report key metrics and progress to all levels within the organization.o, Seek out and identify new sales opportunities.o Manage multiple projects in a fast-paced environment.o Handle client conflicts and resolve them in a timely fashion.

o Manage online presence and google ranking for small businesses.o Maintain quality and relevance on our clients’ digital content.o SEO and Website editso Execute customer objectives by the proposed deadlineo Track all projectso Manage, facilitate and support all client-related matters

o Supervisor of the Year (year 2016.)o Successfully transferred all functions from Indiao Managed to sustain a SLA of 95% on a monthly – yearly average. o Increased our queries handled rate from End users, Network Operators, and Regulator.o Successfully trained new resources, and with excellent results. o Maintained communications quality and customer service experience with end users, UK Networks, and our stakeholders in the UK. o Develop a set of reports with business metrics to keep informed internal stakeholders on a daily, weekly and monthly basis.o Member of the Seguridad, Higiene y Salud ocupacional Boardo Team-leader of the Emergency response team for 2 years and 10 monthso Member of the rewards and recognition Board for 2 yearso Member of 5-S committee

Responsible for the creation and optimization of multi-site employee schedules. Liaison amongst all departmental management to manage, monitor, coordinate staffing, training, overages/shortages, overtime and off time needs. Responsible for being proactive in determining long and short-term staffing needs and the allocation of those resources across several lines of business to achieve service level goals. o Created and maintained a scheduling database which demonstrates availability of floor associates on a daily, weekly and monthly basis.o Monitored workforce management scheduling for any deviation with agent phone/log time to exceptions; communicates discrepancies to the appropriate levelso Maximizes resources across all contact centers.

• Manage, hone and provide world-class Real Time Support to our contact center and our clients by consistently exceeding service level and occupancy performance targets.• Manage internal, daily weekly and monthly plan objectives.• Monitor real-time metrics such as; service level, ASA, Scheduleadherence, occupancy, AHT, OCW against a matrix of definedthresholds.