Sebastian Paldao Email & Phone Number

• Responsible for the development, oversight and execution of Dispatch strategy for the organization. Directs the development and execution of organization and related initiatives designed to enhance overall operational.
• Manage relationship with Area Leadership, primarily Area Dispatch Managers and Area Collection Directors to drive customer service, and efficiency improvements through the Areas
• Identify specific… Show more
• Identify specific areas of opportunity across the business for enhancing our operations, focus on continual improvement. Drive consistent revenue generation improvements across centers by supplying training.
• Identify best practices across the organization and determine how to best leverage plans into the overall business; comparing data from different sources to draw conclusions; using effective approaches for choosing a.
• Identify opportunities and take action to build strategic relationships between one's area and other areas, teams, departments, units or organizations to help achieve business goals.

• Works collaboratively with Operations Directors, HR, Safety, and Collections Leaders by contributing strategic vison and integrating a broad range of operation solutions services.
• Responsible for the successful execution and deliverance of operations business solutions in specific area(s) of responsibility. This includes responsibility for Operations Solutions Team budgets, performance.
• Provides guidance and consistent… Show more
• Provides guidance and consistent communication of Operations Solutions strategy to all stakeholders.
• Considers operational performance and/or process and systems analyses and the recommended changes and understands the implications to the current and future operations environment.
• Works to harmonize the work products and solutions produced within the Operations Solutions team with Operations Leaders and Partners.

Columbia, MD

- One of seventeen Area Dispatch Managers within Waste Management and a member of the Market Area Senior Leadership Team. - Leading a department that provides dispatching and routing services for residential, commercial and industrial customers within the largest Market Area in Waste Management (DC, MD, VA, WPA and WV)- Report to the Market Area Directors.

Germantown, MD

-Develops and manages multiple opportunities across various retail channels, including but not limited to retirement communities and Hispanic market *Retirement Communities – Manage the test, lead program, capture learnings, and develop proposal to scale to additional retirement communities ~ Manage retailer accounts ~ Execute sampling programs ~ Train.

Baltimore, Maryland Area

-Manage and empower 175 onsite and remote employees tasked with supporting 1.7M inbound calls and 75,000 digital communications annually -Successfully developed, forecasted and manage a $6.1 M annual operating budget, leading to expense control and capacity management-Combined Contact Centers from 3 Top 40 Credit Unions into 1 site providing significant.

Columbia, MD

-Leading a team providing customer service and implementing customer engagement activities in a multi-state area with hundreds of thousands of residential, commercial and industrial customers.-Direct Report to the Area Vice President-Oversee 2 Site Managers, 4 Customer Service Supervisors who, in turn, oversee 50-75 Customer Service Representatives in the.

Washington D.C. Metro Area

-Ensured that all mission-critical projects are accurately completed within the department's agreed-upon timeframes-Responsible for overseeing daily activities for the NMLS Call Center -Ensured that all mission critical activities of the group are performed within prescribed timeframes and are in adherence to documented policies and procedures-Developed.

-Managed data collection process for Arbitron's first international expansion of its syndicated radio ratings study-Worked directly with company President and Senior Vice President on sales and marketing initiatives including the resolution of client concerns and conducting project audits-Direct report to Vice President of MarketingManaged 3 Site.

-Manage multi client team of up to 40 representatives who provide bilingual customer service to Home Depot consumer and commercial accounts-Develop, monitor, and coach representatives on both GE and Home Depot quality standards -Coach and monitor for compliance or noncompliance to company policy and, when necessary, making appropriate decisions relative to.

-Managed a team of up to 28 customer service representatives who provided customer service for life insurance and annuity products-Performed quality assurance evaluations, monitored productivity and schedules -Ensured that customer service met the national quality review standards through individual coaching and motivational team meetings -Assumed.

-Managed 23 representatives, including intense daily performance monitoring and feedback -Maintained excellent customer service and managed floor activities-Assessed and developed associates in a team environment through coaching, counseling, feedback, and training -Handled multiple project-type tasks while still ensuring daily operations were sound.