David Chavez
Arlington,TX
Summary
Professional Contact Center Leader with comprehensive experience in managing high-performance teams. Skilled in optimizing call center operations, implementing effective training programs, and leveraging advanced technology solutions. Strong focus on team collaboration, adaptable to changing needs, and consistently achieves results. Proven ability to enhance customer satisfaction and drive operational efficiency.
Overview
13
13
years of professional experience
Work History
Contact Center Manager
Serenity Healthcare Services
01.2025 - Current
- Oversaw daily operations to ensure optimal performance and service delivery in contact center environment.
- Managed a team of 7 supervisors and 108 patient care coordinators to exceed scheduling performance goals.
- Established comprehensive quality‑assurance protocols that enhanced patient/customer experience and contributed to a 1.2‑point improvement in CSAT performance.
- Identified performance trends through call center data analysis and executed improvements that strengthened operational effectiveness.
- Reduced employee attrition by 17% through enhanced talent acquisition strategies and fostering a positive work environment.
- Collaborated with cross-functional teams to develop and deploy innovative solutions improving patient/customer retention by 23%.
- Streamlined contact center operations for increased efficiency and reduced average handle time of 36% through process improvements.
- Mentored and developed high-performing staff members, preparing them for subsequent leadership roles within the organization.
Call Center Sales Manager
WORLDPAC
05.2021 - 06.2025
- Oversaw daily operations of the remote call center, ensuring efficient workflow processes were in place to maximize productivity.
- Managed a team of 6 supervisors and 83 sales representatives, in a remote setting, achieving monthly targets through effective training and motivation.
- Oversaw an 81% expansion of the team to meet evolving business needs.
- Generated a 19% increase in YOY sales by implementing strategic improvements.
- Collaborated with cross-functional teams to streamline processes and improve service delivery standards and sales .
- Utilized CRM software to track sales activities and maintain accurate records of customer interactions.
- Evaluated employee performance using established KPIs, providing constructive feedback to facilitate continued professional development.
Contact Center Manager
Molina Healthcare
02.2013 - 05.2021
- Assisted in managing daily operations of contact center to ensure efficient workflow.
- Supported team in resolving customer inquiries and issues to enhance satisfaction, yielding a 1.7 CSAT performance increase.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Increased employee retention by 8% through effective coaching, mentoring, and professional development opportunities.
- Streamlined workflow processes to maximize efficiency within the contact center operations.
Education
Associate of Science - Business
Long Beach City College
Long Beach, CA06-2004
Skills
- Management team building
- Business leadership
- Teamwork and collaboration
- Recruitment and hiring
- Customer service management
- Attention to detail
- Time management abilities
- Coaching and mentoring
- Problem-solving abilities
- Multitasking Abilities
- Organizational skills
- Team leadership
Languages
Spanish
Native or Bilingual
Timeline
Contact Center Manager
Serenity Healthcare Services
01.2025 - Current
Call Center Sales Manager
WORLDPAC
05.2021 - 06.2025
Contact Center Manager
Molina Healthcare
02.2013 - 05.2021
Associate of Science - Business
Long Beach City College