William Ngo Email & Phone Number

Las Vegas, Nevada, United States

I was in charge of managing call center operations for our Las Vegas site with over 2000 team members. I was responsible for overall site-level service and P&L delivery, team member engagement, retention and development. On top of delivering to business requirements. I also championed alignment to the company's values and caring culture spearheading and/or supporting initiatives that drives value to to our customers, team members, and the communities we are part of.

I was in charge of managing call center operations for 1 of our 7 sites leading a team of over 3000 team members. I was responsible for overall site-level service and P&L delivery, team member engagement, retention and development. On top of delivering to business requirements. I also championed alignment to the company's values and caring culture spearheading and/or supporting initiatives that drives value to to our customers, team members, and the communities we are part of.

Provides overall operational direction for a team of 3 Senior Operations Managers, 9 Operations Managers, 140 Team Leaders, 1800 Customer Service and Back Office representatives and 70 support staff team members. Responsible for delivering to client and business targets and ensuring proper support, development and mentoring are properly and effectively deployed to ensure consistent delivery of results. Spearheaded activities which align team to company objectives and drive better team member engagement and retention.

- Guided and motivated sales force of 30 Sales Team Leaders, 350 Telesales Representatives, 60 Chat sales representatives and 10 support staff team members - Created sales strategies and studied competition to increase sales conversions and volumes- Ensures the profitability of the program by driving for the attainment of Client-specified KPIs and targets; Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc.- Drives for the recognition and reward of top-performing team members by ensuring the pay-out of incentives and the provision of additional roles and responsibilities for succession planning / leadership development