Created omni channel contact center that included phone, chat and text. Through direct leadership, I was able to improve the company culture through vision, direction and incentives. Spear headed projects that helped increase customer satisfaction by 30% Directly hired, trained and on boarded all new hires Promoted office staff to supervisory positions through coaching and empowerment Reorganized hiring strategy to hire for attitude and created a farm system where we would train the right candidates to become full time groomers solving our hiring issues. Oversaw a financial growth of 62% YOY from $3MM to $8MM

• Responsible for strategic planning and execution of all call center operations• Continuously provided needs assessments of call center staff and leadership• Provided strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum call results• Responsible for the development and administration of annual department budget to attain business goals with operational stability,• Delivered results against a defined scope of work that included measurable ROI, strategic innovation, performance reporting, and human capital development,• Developed, implemented and maintained effective internal Quality Assurance (QA) programs fostering continuous improvement• Managed metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center directly to COO• Developed and maintained effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,• Coordinate analytic, strategic and technical resources to meet internal standards• Managed and expanded client and coworker relationships,• Insured compliance with regulatory agencies guidelines and standards nationwide

● Lead and supervise team of 12 to work under tight deadlines● Coach, motivate, and influence team to exceed sales quotas● Conduct weekly 1:1’s with team members to review performance and monthly commitments● Train, recruit, and retain staff● Identify needs for and drive process improvements● Daily accountability through follow ups and Joint Sales calls (JSC)

Manage the day to day operations and supplier oversight of 103 specialists by ensuring that the vendor adheres to the contracted SLA's and KPI's. Actively lead the procurement of outsourced suppliers and oversee the life cycle of a new vendor from beginning to end through a request for proposal process (RFP).Edit and maintain SOW's and SOP's as needed. Serve as main point of contact for all outsourced call center related projects and engagements. Responsible for the overall performance of suppliers and their KPI's.

Support 8 commercial call centers for Verizon, CenturyLink, and AT&T within a 3 state region to increase sales, drive activation rate, decrease churn, and improve customer experience Use direct training, observation, and side-by-side call monitoring to maximize sales outputUse personal initiative to create and implement motivational contests, goals, challenges and incentives to further improve sales or in response to low performance as you encounter challenges. Through analysis of visits and sales, make suggestions and presentations to suggest methods of increasing sales for the client. Brought region numbers from a 60% activation rate to an 80%+ activation rate within a two year period. Built and established relationships with Directors and call center managers to help promote DIRECTV within the region.Part of a team that decreased the national churn rate from 12% to 2.89% within the year of 2011Travel regionally and nationally to maintain the relationship between our client and their partners.

Supervised group of 16+ reps to record breaking retention rates. Team consistently held a 80% retention rate for Q2 in 2010 leading the nation Monitored quality assurance and held highest mark for QA score within DIRECTV for Q1, Q2 in 2010. Implemented a value based approach for my reps to ensure first call resolution with each call that came in to the center. Handled escalations with the highest level of customer service while insuring that the call didn’t need to be escalated beyond my conversation. Challenged my reps every month with realistic goals while staying in compliance with the direction of the call center director.Initiate and coordinate activities and incentives to generate and maintain motivation and enthusiasm. Motivate staff and actively participate in continuous improvement efforts through coaching, facilitating, and team building.

Attained and maintained a portfolio of over 11Million asset based accounts. Built a mortgage portfolio of multiple loans consisting mostly of 5/1 and 7/1 ARMSUsed solutions based selling to upsell mortgages, checking and savings accounts, retirement plans and a broad variety of liability products offered by the bank.

Managed an outbound team of 8-10 repsAs supervisor I served in a dual role as lead trainerTeam was number one for the month of April 2006 with a close rate of over 70%Built and developed all training material for new hires and managementWorked closely with call center manager and director and was the number one point of contact when call center manager was not in the office Consistently relied upon by director and call center manager to mentor and train new supervisorsWas a crucial part of the hiring process by serving as the lead interviewer for all representative positions

This role was created in order to acknowledge my efforts in assisting management. Handled all escalations and challenges by all reps while maintaining a personal best 60% close rates with my salesWas tasked with mentoring new hires as they hit the floor.Assisted trainer with classes

Made an average of 20 plus outbound calls a day to perspective clients in our portfolios. Named employee of the quarter for months Jan-Apr in 2005 for maintaining a high close rate of over 60% for the quarter.Was quickly moved to special programs to call on Spanish speaking customers with loans over $100kConsistently brought in loans of over $300k during a two year span as a loan agent

As a Sales associate I was responsible for providing outstanding customer service and meeting my monthly sales goals.