Experienced call center professional with 21 years of customer service experience and over 20 years of operations management experience with 9 years experience in big volume setting. Strong background in driving operational efficiency and customer satisfaction. Skilled in team management, conflict resolution, and process optimization. Known for collaborative approach and flexibility in meeting changing needs. Consistently delivers results through strategic planning and effective leadership. Looking to share by knowledge and expertise to your current and future success
Overview
21
21
years of professional experience
Work History
Call Center Director of Strategic Performance for the SafeRide Project
Helpware BPO
08.2023 - 08.2025
Oversee our call center project of 312 call center agents, 3 operations Managers, 3 Senior Team Leads, 15 Team Leads, and 15 Team lead assistants
Enhanced customer satisfaction by creating the most effective call center strategy for key metric performance and initiatives, with this strategy it will ensure all executing processes are streamlined to exceed monthly goals and to give our customers the best experience every time they call in
Set up SMART weekly 1 on 1’s with my ops managers to ensure proper management development and to ensure they are on the proper glide path of improvement to deliver on performance for their respective teams.
Weekly Leadership team meeting with my full leadership team, to discuss updates, trend and analysis, where we are on projected profits, any potential attrition along with any hot items that are currently happening
Weekly Leadership calibrations with my ops team and senior team leads to ensure quality accuracy scoring and understanding of the quality systems, how effectively they understand the program. This also ensures proper coaching and it is continuing down the ladder from the ops managers to my team leads and assistant team leads. The key driver is ensuring our agents feel supported daily by the leadership team
Meet with our WFM team daily to ensure accuracy of our attendance report and schedule adherence report
Meet with our WFM team weekly to discuss headcount and next steps for future training classes. Ensure the agent count capacity never falls below target to ensure full staffing to support and be correctly staffed to meet service levels
Meet with our recruiting team on hiring candidate updates to check on where we stand in delivering and closing out the requisition to ensure we deliver on our expected contractual headcount
Meet with our IT team to ensure all equipment is ready to go and ready for disbursement for all new hire classes and all new location openings when applicable
Weekly 1 on 1 meetings with SafeRide CFO and leadership team to present our weekly business review, discuss performance, head count and next steps
Meet quarterly with SafeRide CFO in TX,PR, Uganda and Guam with an in person visit at every site location, all hands on deck with agent meet and greet, focus groups, live call listening and round table discussion
Handle any escalations that are brought up by the client, discuss scenarios with ops managers and provide next steps and ensure deadline is met with the client
Oversee monthly/quarterly full budget for the project to ensure we were aligning financial resources with strategic priorities for maximum impact on customer satisfaction and business growth.
Meet weekly with the US Vice President and US Director regarding all facets of the project, forecasted profits, performance
Meet quarterly with the CEO of Helpware to present Quarterly Business Review for the project, present our success story and discuss any potential key areas of focus/area of improvement
Call Center Director of Operations for Customer Service and Retention
AIM MEDIA SERVICES/THE MONITOR
01.2022 - 08.2023
Oversee our call center team of 4 operations managers,16 supervisors, and 272 call center agents that handle incoming calls from over 45 newspaper publications nationwide
Recruit and hire candidates that get through pre screening from HR recruiter, once selected candidates are hired, I am responsible to conduct the two-week classroom training before the new agents get to nesting
Oversee and maintain the call center systems, calibrate with IT to plan and ensure all updates across the center get implemented and on time
Execute and deliver on company objectives daily to provide great customer service to our customer base
Complete daily start of the day reporting for agents staffed versus agents that came into work and send over to Site Director
Compile daily metrics through metric system Power BI and sent out to all of the managers on prior day performance along with mtd performance attached
Have core meetings weekly with Managers on employee performance and discuss the vision and direction the call center needs to go with updates and or changes that will be happening
Have core weekly calibrations with Managers to hear calls from the team’s agents score them and have round table discussion, also a great way to gauge where the supervisors are at with their knowledge and understanding of our quality scoring system
Follow up with Managers to ensure shadow coaching sit ins with supervisors weekly to see and gather how they are interacting with their team and during 1 on 1 coaching, great way to gather feedback for them on what they are working on and can improve
Have 1 on 1 coaching weekly with Managers to discuss individual cue performance and as well assist in developing SMART plans for the Manager to be executed so we can have high team performance to meet and exceed company metrics. As well to ensure the Supervisor are executing on their performance improvement plan.
Handle daily/weekly representative follow ups by calibrating with Managers and discussing together if there were any mishaps to ensure we communicate with supervisors and ensure a coaching is done with the agent
Quality Assurance-Listen to 40 calls a week from the different teams to do my follow up on representative interactions with customers and follow up with Managers with my findings so they can give feedback to the supervisors about their team performance
Daily meetings with the delivery District Managers from the different regions to get up to date information and or changes the newspaper publication may have with the carriers who deliver the paper so I can roll out any new updates or things that have changed to the call center team
Trend Analysis Discussion-Weekly Monday meetings with Site Director on the call center performance and trends along with updates with hiring if not at 100% staffing discussing the action plan of what we will be doing to get back to 100% staffing
Reporting Presentation-Have month to date performance presentation last Friday of every month with Site Director and Regional Vice President to cover all center statistics regarding the site and their teams and what my plan will be for the following month to continue to stay at the high level of performance and what the different plan will be for improvement areas if necessary
Take escalated calls as needed if the customer request to speak with someone higher than the Operations Manager
Ensure all trouble tickets for error messages that happen in our two different billing systems get processed and closed before end of the day
Ensure all customers who request transactions or requests through our online iServices self-service get resolved and closed before end of the day
Do end of day reporting that consist of the start of day report along with any new customer activations, payments taken on past due customer and restart customers and get sent over to the Site Director
Regional Director of Operations and MDU
DW Direct Incorporation Master Contractor for AT&T/DTV
10.2019 - 01.2022
Regional Director of Operations for markets in Corpus Christi, San Antonio Austin, and Dallas TX overseeing statistical performance and operating company costs with warehouse production
Managed 300-400 employees from all reports from operations manager, warehouse manager, technicians, dispatch team reported to me
Traveled to every office two to three times a month to ensure the office locations are running to its expectation and make any necessary corrections within the office
Ensuring all office locations were up to date on equipment quota and charges on a weekly monthly basis
Would set up the stock order coordination with AT&T for every office location ordering over 5000 receivers per office location
Tracked the shipment of delivery from the AT&T warehouse in California to our office locations and coordinating with warehouse managers when it would be delivered
Assisted with getting shipment received, helped count to ensure the order was not short and correct along with scanning all material and updating date base depending what office location I was at for the week. Ensure other locations I was not at the Warehouse Managers did everything correct with their received order
Coordinated the Quarterly Inventory All Scan by AT&T in every office location with every Operations Manager and Warehouse Manager to ensure everything was matching our system with AT&T
Doing weekly inspection of equipment and quota to ensure it were on the correct percentage of budget target goal set forth by AT&T
Over saw the MDU multiplex division for all MDU apt complex set ups over 16 complexes in the cities I oversee, assign techs to jobs, get customer feedback on how the technician did and ensure they are 100% satisfied
Dispatch Process Call Process- Ensured all dispatchers daily followed the three-step process, call all jobs for the day ensure they are doing post survey calls and ensure they are doing the 24,10,21 day follow ups for all jobs closed
Dispatch Scripting Process- Developed a script that tailored to each individual dispatcher, listened to recorded calls to give feedback when necessary to the dispatchers on what could be improved or to advise that they are doing great job
Dispatch 1 on 1s- Had weekly dispatch 1 on 1s on any trends that I had seen from prior day or week from the dispatcher and applied feedback as needed
Currently doing Field Job Quality Audits with Operations Managers, going to customers’ homes to ensure the techs are doing their jobs correctly on the platform and basis of what AT&T required of us and what DW Direct requires of them
Coaching and Developing Operations Managers in every office to ensure the vision of success was clear and concise for us to be successful
Have weekly One on Ones with Operations Manager discussing performance and building a smart performance plan with them as well to discuss technician actions plans on what was needed on improvement
Have weekly group meetings with all staff Warehouse Supervisors, dispatch team and Operations Managers and get their insights on what could make our company better and their thoughts to brainstorm on what would continue to make us successful
Talked to and followed up with Operations Managers on a daily basis to get real time updates on how the day is going and how their execution has gone
Setting Monthly Goals on expectations and ensure we had the process Rin place and communicated to exceed those expectations within our metrics set for by AT&T
Regional Director of Operations
Premier Satellite LLC Master Contractor Company for AT&T/DirecTV
03.2016 - 03.2019
Top Performing Master Contractor for Mastec Advanced Technologies for 2017 and 2018 in South Texas
Top 5 Performing Master Contractor Nationwide in 2017 and 2018 out of 54 Master Contractors signed with Mastec Advanced Technologies and AT&T
Regional Director of Operations for markets in Rio Grande Valley, San Antonio and Dallas Tx
Over saw all company profits, met with owner on a weekly basis to discuss financials of the company and where we need to go and what I recommend as well completed payroll for every single employee
Managed over 87 technicians, 3 warehouse supervisors, dispatch team and 3 operations managers on a monthly basis
Submitted Payroll for all Employees in the Company and documented records and updated Partner Service Manager every payroll date
Dispatch Process Call Process- Ensured all dispatchers daily followed the three-step process, call all jobs for the day ensure they are doing post survey calls and ensure they are doing the 24,10,21 day follow ups for all jobs closed
Dispatch Scripting Process- Developed a script that tailored to each individual dispatcher, listened to recorded calls to give feedback when necessary to the dispatchers on what could be improved or to advise that they are doing great job
Dispatch 1 on 1s- Had weekly dispatch 1 on 1s on any trends that I had seen from prior day or week from the dispatcher and applied feedback as needed
Routed techs in every market on jobs assigned to us for the day by AT&T
Did Field Job Quality Audits, went to customers’ homes to ensure the techs were doing their jobs correctly on the platform and basis of what AT&T required of us
Did Field Customer Survey Audits, went to customers’ homes to ask how their experience was with the technician that installed or fixed their service
Ensured all office locations were up to date on equipment quota and charges on a weekly monthly basis
Did Quarterly inspection of equipment and quota to ensure it were on the correct percentage of budget target goal set forth by AT&T
Coached and Developed Operations Managers in every office to ensure the vision of success was clear and concise for us to be successful
Had weekly One on Ones with Operations Manager discussing performance and building a smart performance plan with them as well to discuss technician actions plans on what was needed on improvement
Had weekly group meetings with all staff Warehouse Supervisors, dispatch team and Operations Managers and get their insights on what could make our company better and their thoughts to brainstorm on what would continue to make us successful
Talked to and followed up with Operations Manager on a daily basis to get real time updates on how the day is going and how are execution has gone
Set Monthly Goals on expectations and ensure we had the process in place and communicated to exceed those expectations
Visited San Antonio and Dallas offices 1 time a month for a week to ensure the office location was running to its expectation and made any necessary corrections within the office
Had weekly one on ones with AT&T Partner Service Manager to discuss performance in all markets and adjust to business needs and expectations
Had Performance Review Presentation every 6 months with Partner Service Manager and Vice President to show our success story
Regional Sales Director
TNT Satellites and Wireless Master Contractor Retail Store with AT&T Mobility Cell Phones, DirecTV, Vivint home security, Reliant Energy, ViaSat and HughesNet Internet
03.2016 - 06.2016
Regional Sales Director for the markets of Rio Grande Valley, Laredo, Corpus Christi, San Antonio and Victoria Tx
Close on 400-500 total sales monthly with my team in all avenues of sales in South Texas, from residential to business sales in bound and door to door sales
Oversee a staff of 80 technicians with an office staff of 6 dispatchers and 35 door to door and event agents
Travel to the different markets once every 2 weeks to meet with techs and door to door agents out in the field
Delegate and Schedule door to door and event agents, scout areas of homes through Sales Rabbit application and assign agents to HEBs and Family dollars on posting up event stand weekly
Observe and coach office and field agent’s interaction real time regarding feedback and question assistance during live sales calls and person to person interaction during D2D process and at events
Meet with technicians and on the field agent with current progress of Sales for the month and observe their customer service interactions with customers and provide feedback as needed
Develop strategy and smart plans with technicians and agents on area of improvement
Follow up with my technicians and agents daily and observe to see ensure they are implementing sales strategy
Lead by Example and go door 2 door with my team of techs/d2d agents and talk to customer, build a relationship and let them know what our company offers and how our services can help benefit and right fit them
Go to Commercial businesses speak with owners or managers and set up a meeting on how DirecTV and Internet will benefit their business profits for business and as well how a backup internet plan can be valuable for their business with ViaSat or HughesNet
Receive Inbound calls from customers wanting to buy AT&T cell phones, DTV, HOME SECURITY, AT&T/VIASAT/HUGHESNET internet and Reliant Energy
Call potential customer leads that technicians provide and offer to them the best fit regarding services for their home
Meet with owner of company on a weekly basis to discuss performance goals
Sales for the week, leads for the week and where we are at MTD to our monthly goals, technicians and agent progress discussion on development
Service Coach/Supervisor/Technical Care, Customer Service, and Sales
T-Mobile
06.2004 - 03.2016
Performed top 4 nationally for T-Mobile from 2010-2015 which included National Award trips to Miami, New York, Hollywood, Puerto Rico and Las Vegas
Top Performing Coach locally from 2009-2015 6 years in a row went to company local banquets
Got promoted in March of 2004 to a Coach duty included having my own team of 16 direct reports.
Presented Quarterly business performance reviews to National VP, local GM, assistant director and floor managers. Explained what I did and how I got there which told my story of success for the quarter
Developed Smart Plans for each individual rep on areas of opportunity to focus on and improve.
Had 1 on 1 coaching with reps on how their progress is going, development/follow up piece included listening to calls, role playing with reps and as well helping them with statements and personalization toward their improvement
Depending on the development length followed up with reps daily or weekly
Developed a call structure for reps that helped guide them through their calls with examples of opening concern statements, middle concern, rebuttal, and a recap. This allowed for each rep to give every customer a great experience
Listened to and scored 90 ops Quality calls a month driver included, courtesy, concern and knowledge was measured from a 2-4pt scale
For Voice of Customer Surveys and Resolution metric would gather trends. It could be rep behavior driven or drilled down to call scenarios. Data would be gathered and communicated with team in team meeting setting or email to discuss trends and create awareness
Real time live coaching is a must and necessity to ensure rep compliance and gauge whether they are implementing the feedback given. Real time coaching allowed, if necessary, improvement on customer experience
Had Peer to Peer Meetings to share best practices and help and motivate peers on what I could do to help them, and our call center be successful
Approved and ensured payroll accuracy weekly
Did interviews for potential new candidates for the company and if they qualified would hire them and forward data to HR for training schedule.
Observation A.I Quality
Education
High School Diploma -
Nikki Rowe
McAllen, TX
06.2000
Skills
Fluent in English and Spanish
Over 15 years of call center management experience and 19 total years of customer service experience
Ability to give World Class Service in Call Center Environment, have a proven track record of exceptional performance
Ability to oversee and manage 200-400 employees with great leadership in a call center environment
Strong Knowledge of call center technology and software used in a call center
Have strong communication skills that allows the creation of a great and positive work environment
Experienced in manager budget for a high volume call center
Experienced in working under pressure and overcoming obstacles to ensure great call center success
Excellent problem solving skills
Skilled in word, excel and capable of putting documents together in a presentation setting
Problem-solving abilities
Client engagement
Strategic partnerships
Team building
Strategic planning and execution
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Call Center Director of Strategic Performance for the SafeRide Project
Helpware BPO
08.2023 - 08.2025
Call Center Director of Operations for Customer Service and Retention
AIM MEDIA SERVICES/THE MONITOR
01.2022 - 08.2023
Regional Director of Operations and MDU
DW Direct Incorporation Master Contractor for AT&T/DTV
10.2019 - 01.2022
Regional Sales Director
TNT Satellites and Wireless Master Contractor Retail Store with AT&T Mobility Cell Phones, DirecTV, Vivint home security, Reliant Energy, ViaSat and HughesNet Internet
03.2016 - 06.2016
Regional Director of Operations
Premier Satellite LLC Master Contractor Company for AT&T/DirecTV
03.2016 - 03.2019
Service Coach/Supervisor/Technical Care, Customer Service, and Sales