Hi, I’m
Gabe Salazar
Director - Contact Center Operations
Georgetown,TX
Overview
27
years of professional experience
Work History
SunPower Corp.Austin, TX
Director – Workforce Management
01.2022 - Current
Job overview
- My focus is strategic planning for SunPower’s Customer Care and Technical Support organization including demand forecasting, staffing strategies, financial planning, and new technology deployments
- In this role, I regularly collaborate with department leads across the company to drive CX, scale operations and improve employee effectiveness
- Additional responsibilities include BPO management, Field Service (O&M) engagement and new product launches within the residential solar industry.
Dell TechnologiesRound Rock, TX
Director – Global Contact Center Operations
01.2017 - 01.2022
Job overview
- Managed a global contact center operations organization consisting of 100+ team members focused on real-time performance monitoring, inbound contact allocation, workforce planning, business continuity and disaster recovery (BCRP) for Dell’s global technical support network
- Responsibilities included strategic planning, team development and crisis management supporting a network of 35 locations and 10,000+ contact center agents.
Dell TechnologiesRound Rock, TX
Sr. Analyst – Mergers & Acquisitions
01.2014 - 01.2017
Job overview
- Supported merger and acquisition readiness including aligning business processes, technology stack and organizational alignment
- Participated in over a dozen acquisitions including the Dell/ EMC integration which was one of the largest mergers in the technology sector.
Dell TechnologiesRound Rock, TX
Sr. Manager – Contact Center Operations
01.2005 - 01.2014
Job overview
- Managed multiple support teams including workforce management, training & quality, business analytics, real-time monitoring, and inbound contact channel design
- Oversaw multiple technology deployments focused on omni-channel and skill-based routing, self-service dashboard and alert platforms, and enhanced workforce management tools
- Managed reporting and analytics web development teams using SQL, PowerBI, Python, and Visual Basic.
Dell TechnologiesRound Rock, TX
Sr. Analyst – Telecom & IVR Design
01.1998 - 01.2005
Job overview
- Focused on creating easy-to-navigate inbound contact solutions designed to get customers to the right agent, with the right skillset as quickly as possible
- Programs included speech recognition, advanced skills-based and global routing solutions including Avaya, NICE, AWS Connect.
Timeline
Director – Workforce Management
SunPower Corp.
01.2022 - Current
Director – Global Contact Center Operations
Dell Technologies
01.2017 - 01.2022
Sr. Analyst – Mergers & Acquisitions
Dell Technologies
01.2014 - 01.2017
Sr. Manager – Contact Center Operations
Dell Technologies
01.2005 - 01.2014
Sr. Analyst – Telecom & IVR Design
Dell Technologies
01.1998 - 01.2005
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