David Delarosa
Lone Tree,CO
Summary
Dynamic leader with a proven track record at EchoStar, enhancing employee engagement and customer satisfaction through innovative training and communications strategies. Expert in project management and Spanish fluency, I spearheaded initiatives that streamlined processes and fostered a culture of continuous learning and improvement. Achieved significant cost reductions while boosting team performance and collaboration.
Overview
18
18
years of professional experience
Work History
Head Of Training, Communications & Content
EchoStar
05.2024 - Current
- Spearheaded internal communications initiatives, resulting in improved employee engagement and satisfaction.
- Explored new technologies and approaches to streamline processes.
- Facilitated collaboration between teams through regular translation of internal communications and reports.
- Streamlined internal communications processes, enhancing overall efficiency and productivity within the team.
- Strengthened internal communications with regular updates on organization news, events, and accomplishments.
- Educated staff on organizational mission and goals to help employees achieve success.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Streamlined internal communications by establishing protocols and templates for consistent messaging.
- Leveraged data analytics to refine and optimize communications approaches.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Developed and coordinated training to maintain access to high-quality training materials.
- Enhanced training effectiveness by creating user-friendly documentation, guides, and training materials.
- Reduced training costs with the implementation of comprehensive pilot training programs that emphasized hands-on experience and simulator-based learning.
Sr Manager, Training, Communications & Multimedia
EchoStar
10.2021 - 05.2024
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Created and implemented internal and external communication plans to establish consistent and timely messaging.
- Collaborated with cross-functional teams to develop cohesive messaging for product launches and announcements.
- Evaluated communication effectiveness through data analysis and adjusted strategies accordingly for optimal results.
- Led a team of communication professionals, providing guidance and support to achieve departmental goals.
- Collaborated with internal stakeholders to design strategies for messaging and communications.
- Created targeted messaging for diverse audiences, ensuring relevance and impact across multiple platforms.
Site Director of Call Center Operations
EchoStar
02.2020 - 10.2021
- Optimized resource allocation, reducing costs and improving overall site productivity.
- Improved customer satisfaction ratings by addressing concerns promptly and implementing feedback-driven improvements.
- Successfully managed several projects from inception through completion demonstrating strong project management skills.
- Collaborated with cross-functional teams to achieve project milestones on time and within budget constraints.
- Provided leadership and guidance to staff through ongoing company initiatives, boosting employee retention rates.
- Developed work schedules for team members to maximize shift coverage.
- Established strong relationships with stakeholders, clients, and vendors for seamless communication and collaboration throughout the project lifecycle.
- Evaluated employee performance regularly, providing constructive feedback and identifying opportunities for growth and development.
- Worked with personnel and managers to meet strict timelines.
- Devised and implemented processes and procedures to streamline operations.
- Evaluated customer needs and feedback to drive product and service improvements.
Customer Service Manager
EchoStar
12.2015 - 02.2020
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Managed a team of coaches that managed customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Coach
EchoStar
07.2010 - 12.2015
- Improved team cohesion by organizing regular bonding activities and fostering a supportive environment.
- Boosted employee confidence through personalized development sessions and continuous feedback.
- Enhanced team performance by developing and implementing effective customer strategies.
- Developed and delivered effective and engaging coaching sessions to improve performance.
Customer Service Agent
EchoStar
04.2007 - 07.2010
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
BBA - Business Administration And Management
Arizona State University
Tempe, AZ10-2023
Skills
- Outstanding communication skillsAttention to Detail
- Creativity and Innovation
- Research and analysis
- Initiative
- Process Improvements
- Complex Problem-Solving
- Spanish Fluency
- Presentations
- Multitasking and Organization
- Project Management
- People Development
Accomplishments
- Global Advocate Communication Strategies: Successfully developed and implemented communication strategies for over 8,000 advocates worldwide, enhancing information dissemination and engagement across diverse regions.
- Training Program Development: Established comprehensive training programs across care operations and retail environments within wireless operations, resulting in improved employee performance and customer satisfaction.
- Video Communication Initiative: Created and deployed engaging video communications for both in-office and remote employees, significantly boosting engagement levels and ensuring consistent updates on business information.
- Call Center Launches: Spearheaded the launch of multiple call centers to support wireless acquisitions, improving customer support capabilities and streamlining acquisition processes.
- Enhanced Employee Engagement: Increased employee engagement metrics by implementing innovative communication tools and training initiatives, fostering a more informed and motivated workforce.
- Cross-Functional Collaboration: Collaborated with various departments to align communication strategies with business goals, driving organizational cohesion and enhancing overall effectiveness.
- Performance Metrics Improvement: Measured and reported improvements in key performance indicators (KPIs) following the implementation of training programs and communication strategies, demonstrating the impact of initiatives on operational success.
- Crisis Communication Plans: Developed crisis communication plans that ensured timely and accurate information was disseminated during critical events, maintaining transparency and trust with advocates and employees.
Timeline
Head Of Training, Communications & Content
EchoStar
05.2024 - Current
Sr Manager, Training, Communications & Multimedia
EchoStar
10.2021 - 05.2024
Site Director of Call Center Operations
EchoStar
02.2020 - 10.2021
Customer Service Manager
EchoStar
12.2015 - 02.2020
Coach
EchoStar
07.2010 - 12.2015
Customer Service Agent
EchoStar
04.2007 - 07.2010
BBA - Business Administration And Management
Arizona State University
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