Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Eric Guerra

Norfolk,VA

Summary

An articulate, experienced, and accomplished customer contact leader who has consistently demonstrated the expertise in building and scaling superior operations, client relationships and revenue growth. This has been achieved by clearly understanding client’s needs, assembling highly effective operational teams, as well as partnering with internal stakeholders/business owners to reach successful service delivery. These best in class engagements have driven an exceptional track record of operational excellence and business growth.

Overview

20
20
years of professional experience

Work History

Sr. Director, Program Manager

Maximus Federal Services
Reston, VA
10.2022 - Current
  • Responsible for the service delivery (inbound volume & back office processing) encompassing 650 FTE for the Next Gen BPO Program supporting the Department of Education's Federal Student Aid (FSA) division.
  • Achieved 90% green scorecard September 2024 - April 2025
  • Successfully ramped four subcontractor's (300 FTE) in 45 days to support of the Biden/Harris Administrations Student Debt Relief & Return to Repayment initiatives.
  • Employed effective resource management during the summer of 2022 to successfully handle 160% volume delivery during "summer peak" activities as well as the Student Debt Relief announcement.
  • Maintained 1st overall CSAT performance among 4 prime contractors for 23 consecutive months (May 2023 - April 2025).
  • Oversight of 5 subcontractor (vendors) including, performance management, contractual updates, risk & compliance, invoice life cycle, and assessment of suitability for additional work streams.

Sr. Director, Program Manager

Maximus Federal Services
Reston, VA
03.2021 - 10.2022
  • Responsible for the implementation and service delivery in support of the short-term Covid-19 vaccination appointment scheduling program for the US Department of Veterans Affairs in Birmingham, AL.
  • Achieved all operational deliverables and milestones supporting both inbound call handling.
  • Rapid implementation of the Covid-19 outreach program geared towards generating vaccination interest among veterans, spouses and qualified caregivers.
  • In partnership with the State of Alabama, achieved a 38% increase in patient vaccination rates for the Alabama VA via the Public Health Data Analytics project.
  • Implemented a case management program to schedule immunocompromised veterans for Covid-19 3rd dose vaccinations.

Sr. Director, Call Center

Maximus Federal Services
Washington, District Of Columbia (DC)
02.2019 - 03.2021
  • Responsible for the service delivery of a ~8500 FTE, 10 contact center engagement generating $263M in revenue in support of the 2020 Census for the Department of Commerce, Bureau of the Census (United States Census Bureau - USCB).
  • Met hiring targets in all sites ensuring the required staffing levels were achieved and maintained.
  • Partnered with support team(s) to develop and implement a 3 Phase Operational Readiness Test (ORT) process to ensure readiness for 2020 Census operations - recognized as a best practice by the USCB.
  • Led the Daily Briefing process for the MAXIMUS & USCB executive teams.
  • Delivered operational excellence via reduced absenteeism (peak of 37.7% in April 2020 to 16.5% in October 2020), consistent service level achievement >85% April - October and a quality score of 97.7% (97% goal).
  • Implemented a 2 Phased ramp-down of 2000 FTE in May 2020.
  • Led the Threat Assessment Team & briefed USCB executives for all external respondent threats received in the contact centers (647% increase 2020 vs. 2010).
  • Ceased operations in October 2020 with a 100% green scorecard.

VP, Transformation & Virtual Workforce Operations

Omni Interactions, Inc.
Denver, CO
12.2016 - 01.2019
  • Pursuit and capture of initial contact center client for Omni Interactions, Inc - $500K annual revenue.
  • Q3 2018, drove a 40% increase in documents obtained for team tasked with obtaining biomedical documentation for oneSOURCE Document Company.
  • Q4 2018, successfully transitioned 30% of domestic workforce to LATAM (Guatemala) resulting in a 43% reduction in labor cost for oneSOURCE .
  • Subcontracted to Cap Gemini in 2017 supporting operational transformation for Hydro One in Toronto, ON.
  • Planned and executed up-skilling project to have all agents cross-trained to handle all call types - resulted in a 20% decrease in call volume.
  • Conducted root cause analysis addressing 35% green performance in 2016 - implemented operational changes/rigor resulting in 94% green performance and penalty reduction from € 1.7M to € 12K for 2017.
  • Designed and implemented new contact center scorecard - helped to eliminate meetings by 50%.

Senior Director, Client Management

Sykes Enterprises, Inc
Tampa, FL
11.2010 - 09.2016
  • Responsible for the account management & global service delivery of the Bank of America account encompassing 5 call centers & 3 geographies handling 21M calls annually & driving $72M in revenue (2012 peak).
  • Led the "People First" initiative beginning in July 2015 which resulted in a 25% reduction in attrition.
  • Cultivated and maintained exceptional relationships with the client enabling significant growth with Bank of America, moving from a run rate of $26M in 2010 to $68M in 2016.
  • Achieved 4 straight years of >85% Top 2 Box VOC/client satisfaction surveys across 5 LOB's.
  • Expanded the account within 5 years from 1 LOB with 500 FTE to one that encompassed 5 LOB's: Deposits, Card, Fraud, Claims & Back office, & 2200 FTE (peak).

Director, Client Management

Sykes Enterprises, Inc
Tampa, FL
11.2005 - 11.2010
  • Successfully launched & grew the USAA account from $6M in 2006 to $17M at handoff in 2009.
  • Expanded USAA relationship from two LOB's consisting of overnight Credit Card & Debt Card Fraud to five consisting of Credit Card Servicing, Deposits Servicing & Home Equity Line of Credit.
  • Launched & grew the Bank of America account from $1.5M in 2007 to $26M at growth nexus in 2010.
  • Delivered operational excellence for the Bank of America engagement as evidenced by nine straight quarters from 2007 - 2009 of green performance earning "Strategic Supplier" designation in November 2010.
  • Returned the Time-Warner account to profitability within 13 months of assuming responsibility.

Education

Associate of Science - General Studies

Tidewater Community College
1993

Skills

  • Contact center expert
  • Global (US,LATAM & APAC) BPO operations
  • Commercial and Government Contracting
  • Multi-million dollar P&L responsibility
  • New client/project implementation
  • Multi-client/vertical management
  • Strategic planning & execution
  • Executive-level decision making
  • Operational Transformation
  • United States Government Security Clearance (6C)

Accomplishments

Operational Management & Client Relations

  • Moved the Next Gen BPO Program P&L to "breakeven" within the first 30-days of program responsibility (Q1 2023).
  • Launched & managed the Covid-19 vaccine appointment scheduling program for the Department of Veterans Affairs in Birmingham, Alabama.
  • In support of the 2020 Decennial Census, delivered 10 contact centers with ~8500 FTE on time and achieved all operational launch milestones and KPI's.
  • Recognized in 2 separate United States Census Bureau (USCB) Individual Event Reports (IER) for Operational Excellence in support of the 2020 Census.
  • Launched, & grew the Bank of America account from $1.5M at launch in 2007 to $72M (peak) in 2014 ($68M in 2016).
  • Earned the People First Catalyst Award in December 2015.
  • Received the 2012 Sykes LATAM Excellence Award for $12M & 500 FTE in account growth.
  • Earned the 2011 Global Sales - Client Support Award for the significant growth of 2 new sites of 1K FTE on the Bank of America account.
  • Launched, & grew the USAA account from $6M in 2006 to $17M at handoff in 2009.

Timeline

Sr. Director, Program Manager

Maximus Federal Services
10.2022 - Current

Sr. Director, Program Manager

Maximus Federal Services
03.2021 - 10.2022

Sr. Director, Call Center

Maximus Federal Services
02.2019 - 03.2021

VP, Transformation & Virtual Workforce Operations

Omni Interactions, Inc.
12.2016 - 01.2019

Senior Director, Client Management

Sykes Enterprises, Inc
11.2010 - 09.2016

Director, Client Management

Sykes Enterprises, Inc
11.2005 - 11.2010

Associate of Science - General Studies

Tidewater Community College

Similar Profiles

CREATE PROFILE
Eric Guerra