Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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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, AZ
10-2023

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
David Delarosa