Erick Mendez

• Manage 15 New Jersey and Philadelphia Account Coordinators that are responsible for over 300 accounts
• Works directly with Senior Management to create best practice Project Management Professional (PMP) workshops
• Co-Chair of Culture Action Committee to improve inclusiveness in the business
• Conducts Monthly Productivity meetings with Northeast Zone leaders
• Responsible for overseeing quality and control of deliverables

Develop and review policies and procedures

• Oversight of professional services projects with multiple DOJ and law enforcement clients (DEA, FBI, USAO, USPIS, USMS, USAO)
• Creation of Project Plans, Execution, and monitor and control
• Submission of project deliverables as required by clients
• Involved with project and corporate level improvement efforts
• Coordinate business development efforts to bring all department stakeholders together
• Oversee day to day operations of staff

• Manage 12 Morristown Account Coordinators that are responsible for over 120 accounts
• Assign new books of business to Account Coordinators as new business is acquired
• Conducts Monthly Productivity meetings with North East Zone leaders
• Responsible for overseeing quality and control of deliverables
• Develop and review policies and procedures
• Interview of staff and conduct Spanish Assessment
• Monitor and coach staff

• Responsibilities include: managing of 35 staff within a complex multi-channel call center
• Development of communication and service plans and operational procedures, to meet client and customer requirements
• Responsibilities include: interviewing, supervising, hiring, training, promoting, terminating, and counseling employees, troubleshooting any personnel problems, managing subordinate team leaders, providing quality customer service to the public and Government representatives, and management of contract training programs
• Management oversight of the back-end call center operations (i.e., burn rate, funding notification letters, Customer Relations Management (CRM) systems development and maintenance, Interactive Voice Response monitoring and maintenance, Knowledge Base development and maintenance, regular and ad hoc reporting requirements);
• Preparing Monthly Productivity Reports and Quarterly Productivity Reports for prime contractor and CNCS COTR

• Responsibilities include: managing of 38 staff within a complex multi-channel call center
• Development of communication and service plans and operational procedures, to meet client and customer requirements
• Responsibilities include: interviewing, supervising, hiring, training, promoting, terminating, and counseling employees, troubleshooting any personnel problems, managing subordinate team leaders, providing quality customer service to the public and Government representatives, and management of contract training programs
• Management oversight of the back-end call center operations (i.e., burn rate, funding notification letters, Customer Relations Management (CRM) systems development and maintenance, Interactive Voice Response monitoring and maintenance, Knowledge Base development and maintenance, regular and ad hoc reporting requirements);
• Preparing Monthly Productivity Reports and Quarterly Productivity Reports for prime contractor and CNCS COTR

• Responsibilities include: managing of 38 staff within a complex multi-channel call center
• Development of communication and service plans and operational procedures, to meet client and customer requirements
• Responsibilities include: interviewing, supervising, hiring, training, promoting, terminating, and counseling employees, troubleshooting any personnel problems, managing subordinate team leaders, providing quality customer service to the public and Government representatives, and management of contract training programs
• Management oversight of the back-end call center operations (i.e., burn rate, funding notification letters, Customer Relations Management (CRM) systems development and maintenance, Interactive Voice Response monitoring and maintenance, Knowledge Base development and maintenance, regular and ad hoc reporting requirements)
• Preparing Monthly Productivity Reports and Quarterly Productivity Reports for prime contractor and CNCS COTR

• Responsibilities include: managing 80 staff across 4 labor categories on a complex multi-channel contact center
• Development of communication and service plans and operational procedures, to meet client and customer requirements and to achieve operational improvements
• Contracts management and deliverables assurance
• Preparing Monthly Productivity Reports and Quarterly Productivity Reports for delivery to Prime Contractor and Federal PBGC Staff
• Right Staff to ensure that all contracted efforts are executed and that the Project stays within budget and SLAs are met

• Provides managerial support on the technical and services side for FMCSA
• Development staff, key-entry personnel, a help desk, and database systems administration personnel
• Responsibilities include: interviewing, supervising, hiring, training, promoting, terminating, and counseling employees, trouble shooting any personnel problems, managing subordinate team leaders, providing quality customer service to the public and Government representatives, and management of contract training programs
• Monitors and approves electronic purchase orders for the contract
• Ensures that all employees follow the company and contract policies