Sylvia Blanco Email & Phone Number

Greater Tampa Bay Area

• Works with other teams and departments to provide development and data support in the company and across other Clark channels as needed• Demonstrates an entrepreneurial spirit and finds ways to modify and improve processes for the team and department• Develops a deep level of trust and open communication with both the Continuous Improvement and Team Leader teams• Sets the example for culture expectations on the team and holds others accountable to them• Invests in and provides regular feedback to team members to continue developing each one in the role as well• Prepares and provides thorough mid and end of year evaluations• Forecasts hiring needs and interviews and onboards to the Continuous Improvement team as needed• Reviews and reflects on progress, patterns, and gaps to provide fitting solutions and direction for the Continuous Improvement team, department, and company

Tampa, Florida, United States

• Answered customer inquiries prior to sales and provided after-sales tech support to ensure customer satisfaction. Maintained 98% customer satisfaction.• Built laptop computers and installed operating system and other software for customers. Achieved Top Seller status for less than 0.5% defects in sold laptops.• Ran analysis of the wide range of prices customers were paying for similar laptops and discovered specific customer preferences. After implementing changes, increased profits by 30% percent. • Developed advanced queries in Microsoft Excel and Google Sheets to manage inventory, cost and compare performance to other vendors.

Tampa/St. Petersburg, Florida Area

• Drove performance of outsourced supplier by developing/driving SLAs, auditing individual records for compliance to process and providing regular updates to upper management • Built relationship with third party problem management team, providing coaching, guidance and facilitating discussions on the process.• Led report simplification effort for call center management, creating new reports from ticket data to quickly spot trends in non-FCR customer calls and find opportunities for proactive customer service. As one example, identified 300+ customers that were going to be impacted by a hard drive issue and created targeted communications with “how to” instructions.• Led US/UK/Vendor team effort to reduce reoccurring incidents by decreasing handoff time from the Major Incident process to Problem Management process. A three-day delay opening a ticket was reduced to two hours.• Requested by upper management to lead training for rollout of new SaaS ticketing software that would be used by all of IT (800+ users). Created training materials, coordinated 50+ internal/supplier trainers, managed schedules for training and regularly briefed US/UK upper management. All staff were successfully trained and transition on day one went smoothly.• Proactively led improvement initiative to reduce waste by creating reports, performing data analytics and leading cross-functional team. In a two-month period, this effort eliminated 20 hours a month of administrative tasks.

Tampa/St. Petersburg, Florida Area

• Created/gained agreement on training strategy for 100+ IT call center staff, including new hire training program, worked with managers and subject matter efforts to assess new hire progress.• Created award-winning Unique Customer Experience customer service training program that utilized real recorded phone calls and allowed class to role-play and brainstorm how to manage challenging calls. Staff/Management feedback glowingly praised the training as offering practical, helpful tips.• Oversaw team’s updating/simplifying of call center quality auditing form for phone calls. By focusing on key priorities, reduced form to ten questions, allowing managers to perform twice as many audits on staff.• Led knowledge management creation efforts and team to implement new culture of Knowledge-Centered Support (KCS) for call center staff, including creation of Subject Matter Expert evaluation and mentoring program to improve technical documentation.