Sonia Ortiz Email & Phone Number

Texas, United States

Miami-Fort Lauderdale Area

Miami-Fort Lauderdale Area

Miami/Fort Lauderdale Area

Miami/Fort Lauderdale Area

Miami, Florida

Manage onshore/nearshore sites across multiple lines of business with 500 employees. Responsible for staff development/mentoring of Team Managers, Senior Team Managers and Operations Managers.Oversees all aspects of team member training and development related to programs and client needsEnsure all company and program policies are adhered to Assist with financial and budgeting responsibilities of operational support division.Oversees performance and quality standard reviews to ensure outcomes meet client expectations.Troubleshoots and creates action plans to quickly and effectively address problems.Identifies process improvement opportunities to drive operational efficiencies.Monitors all key metrics in support of meeting/exceeding client objectives.Serve as a point of contact and build a positive relationship with the clients.

Miami/Fort Lauderdale Area

• Manages Training and Quality department with multiple lines of business for 1800 employees.• Supports Operations and Client Services teams on new programs throughout program development, implementation, and maintenance.• Manage Client and Internal LMS used to create, track and assign training.• Conducts Trainer observations and monitors new hire performance.• Manages Quality Associate’s KPIs to deliver monitoring yields requirements with high reliability on calibration.• Performs internal audits of quality files to ensure policy and procedure compliance, tracks quality certification completion, and conducts tri-level coaching observations.• Participates in client monthly business reviews and develops action plans to maintain or improve Training & Quality results.• Partners with Operations & Recruiting to determine training needs, procedural updates, and agent performance.• Analyze CSAT related data to discern trends and develop actions plans that balance Voice of the Customer and Sales/Retention targets.• Attends calibration and monitoring sessions to ensure program compliance and balance.• Manages regional training calendars to maximize resources utilization.• Responsible for coordinating & facilitating leadership development training. • Heads all Training and Quality related communication for internal and external clients

• Recognized as Sigma Lite Yellow Belt in May 2015.• Created and implemented a Trainer Associate development plan. Mentored several Trainer Associates who have successfully moved into a Trainer position. • Promoted to Senior Trainer in Jan 2013.• Certified as Master Trainer in Dec 2012.• Received Regional Power of Service Award in 3rd Quarter 2011 based on client satisfaction, agent satisfaction and metrics/financial results.• Developed and facilitated Instructor Led and Web based training for over 10 Inbound & Outbound Telesales programs across Central & South Florida regions. • Maintained training records and ensure that all staff is current on Client requested training.• Coordinate training resources with HR, Operations and Quality so that staffing/training needs are met. • Performance weighted by training surveys, attrition, agent scorecards and feedback from operations. Greatly exceeded expectations every qtr since 2011. • Developed a successful nesting program that helped reduce new hire attrition by 5%. Nesting surveys indicated agents felt better prepared for their jobs and were more comfortable with transitioning to production. • Collaborated with Training/Operations for other programs to enhance their nesting programs and they have also seen increases in agent performance, employee satisfaction along with an improvement in attrition.

Saint Petersburg, Fl

Facilitate new hire and leadership courses via live video conference training system for multiple client programs.Enhance and develop Instructor Led and Web based training for new hire and leadership training. Manage classroom environment independently to ensure a quality learning experience. Uses evaluation tools to measure training effectiveness and provides feedback to learners and managers.

Developed training manuals and schedules which ensured that all staff was trained consistently and effectively. Initiated a cross training program which maximized employee productivity and reduced labor costs.Collaborated with Managing Partner on marketing strategies and successfully launched a weekly event night that helped increase restaurant sales.Developed new drink menu and seasonal martini menu which increased bar sales by 10%.Initiated and developed waste logs and drink costs analysis which helped reduced overhead costs by 50%.

Assisted Sales Manager with developing new hires and coaching employees.Facilitated Instructor led continuing education training when needed. Helped improve new hire sales training by providing feedback on Sales strategies.Managed and increased revenue within a territory of 1500 accounts across U.S by using consultative sales approach.Increased monthly revenue by $30,000 and exceeded monthly net sales growth of 35%.