BPO and the management of different clients.Different site locations across the globe.Management of different training team various in size.Presenting information in Quarterly and Monthly review with clients.Training team vary in size from 10 to over 20 trainersManagement of different training ramps that range in size that go over 300.Manage several different sites globally to meet training needs with different training teams.Leading training groups in multiple… Show more BPO and the management of different clients.Different site locations across the globe.Management of different training team various in size.Presenting information in Quarterly and Monthly review with clients.Training team vary in size from 10 to over 20 trainersManagement of different training ramps that range in size that go over 300.Manage several different sites globally to meet training needs with different training teams.Leading training groups in multiple contact sitesContact sites vary and are in different countries Show less

Direct line to 120 OOP/FTE/Commercial Reps and a total of 10 CoachesCommunication with our corporate office (Denver) on performance objectives to ensure compliance to goals assignedWorked in conjunction with three different skill sets with three different skill managers in OOP, FTE and CommercialEngaged in changing multiple formats in reporting to ensure we are aligned with the rest of the enterprise

Assigned and Development New Coaches into the leadership roleCoordinated training material that included development of time management, critical conversations and development tactics with employeesDeveloped high performing Coaches with developed curriculum that resulted in many coaches moving on to advanced positionsProcess was adopted by Dish and now is a standard operating practice for all new Coach StaffAssisted in launch with new process that carried many similarities to my… Show more Assigned and Development New Coaches into the leadership roleCoordinated training material that included development of time management, critical conversations and development tactics with employeesDeveloped high performing Coaches with developed curriculum that resulted in many coaches moving on to advanced positionsProcess was adopted by Dish and now is a standard operating practice for all new Coach StaffAssisted in launch with new process that carried many similarities to my own original process Show less

Direct line to 110 OOP/FTE Reps, up to 120 Loyalty/Reconnect agents, and 10 CoachesEnsured compliance to DISH’s policies and procedures to minimize cost and riskCommunicate and report all performance objectives to ensure compliance with center, corporate goals and retention goalsLaunched a new skill (Reconnect) in conjunction to Dish’s retention side of the businessWorked in conjunction with Retention (Denver Office) to drive performance improvement processes and results for the… Show more Direct line to 110 OOP/FTE Reps, up to 120 Loyalty/Reconnect agents, and 10 CoachesEnsured compliance to DISH’s policies and procedures to minimize cost and riskCommunicate and report all performance objectives to ensure compliance with center, corporate goals and retention goalsLaunched a new skill (Reconnect) in conjunction to Dish’s retention side of the businessWorked in conjunction with Retention (Denver Office) to drive performance improvement processes and results for the Harlingen CSC Show less

Oversaw performance results for Harlingen in all business involving Quality Assurance that involved over 800 employeesMaintained titles of QA Specialist, Operations Analyst, QA Coach and QA ManagerPlanned, designed, and implemented usage of different forms of measurement in the Quality aspect of the businessAssisted in the creation of new process in our corporate office that involved launching QA software and various observation formsPresented information to various type of… Show more Oversaw performance results for Harlingen in all business involving Quality Assurance that involved over 800 employeesMaintained titles of QA Specialist, Operations Analyst, QA Coach and QA ManagerPlanned, designed, and implemented usage of different forms of measurement in the Quality aspect of the businessAssisted in the creation of new process in our corporate office that involved launching QA software and various observation formsPresented information to various type of employees that were not limited to new hire employees to upper managementManaged a team of 20 Quality Assurance Agents Show less