Jose Silva
Lauderhill,FL
Summary
With over 18 years of experience managing operations for Fortune 500 companies, I've successfully developed and delivered business-driven solutions and services for clients across diverse industries and geographies. I stay ahead of key industry and business trends, consistently leading the market and achieving exceptional results. I oversight includes P&L, Sales, Operations, and Technology, ensuring seamless coordination and efficiency.
I direct and manage all contact center operations activities, maintaining and enhancing customer service by organizing and evaluating service delivery systems and procedures. I also supervise a talented staff, developing and coaching them to ensure the team's and organization's continued success.
Overview
19
19
years of professional experience
Work History
Regional Director of Operations
Continuum Global Solutions
11.2018 - Current
- Oversaw daily operations and provided strategic direction for multiple programs across Jamaica, Dominican Republic, and USA.
- Managed all service delivery operations, encompassing Contact Center, Production Support, Walk-in Center, Back Office, and related functions.
- Directly supervised key Program Managers and Account Directors, providing mentorship and guidance.
- Held indirect responsibility for all front-line employees, fostering a positive and productive work environment.
- Ensured compliance with contractual performance standards and statement of work (SOW).
- Held full P&L responsibility for the region, driving revenue growth and profitability.
- Oversaw contract deliverables and program goals, ensuring successful execution and client satisfaction.
- Served as operational and country legal administrative representative.
- Spearheaded continuous improvement initiatives to enhance productivity and reduce costs.
- Developed operational strategies to identify and penetrate core markets.
- Led contract negotiations and rebids.
Site Director
Boost Mobile
02.2017 - 11.2018
- Generate new business, develop service offerings, and coach team members.
- Manage teams, track performance, foster collaboration, and build market eminence.
- Drive financial performance through budget, expense, and profitability management.
- Oversee P&L, planning, staffing, budgeting, and implement business unit improvements
Sr. Operations Manager
Sprint
10.2013 - 02.2017
- Full P&L, Sales, Operations, and Technology oversight.
- Manages all business unit operations (523 headcount), including service delivery, sales, IT, HR, and facilities.
- Maintains client relationships and ensures satisfaction.
- Operational management and budget achievement.
- Directs project support staff and subcontractors, ensuring resource allocation for successful project completion.
- Drives client-centric growth.
Operations Manager for AT&T DSL
AloricaDR
07.2012 - 10.2013
- Lead operational excellence initiatives for a 90-person management team and the broader organization.
- Enhance operational systems, processes, and policies.
- Improve the effectiveness and efficiency of HR, IT, and Finance, including inter-departmental coordination.
- Contribute to long-term planning, focusing on operational excellence.
- Manage payroll and employee benefits.
- Meet regularly with the Executive Director regarding fiscal planning.
- Monitor and coach Supervisors.
Senior Team Manager for Sirius Satellite Radio & Dishnetwork
Stream Global Services
11.2005 - 07.2012
- Manages 15 supervisors and 30+ reports, overseeing performance metrics (attendance, AHT, CSAT, quality), HR/payroll, scheduling, and upselling.
- Ensure client needs and contract obligations are met.
- Implement systems and processes to improve client metrics and agent development (e.g., reduced AHT by 25% in 30 days).
- Manage team metrics and retention, including attrition analysis.
Education
Statistical Process Control for Contact Center - Business Statistics
INFOTEP
Dominican Republic05.2017
Business Technical Degree - Production and Operations Management, Operations Management and Supervision
INFOTEP
Dominican Republic11.2014
AT&T MSOC Certified - Business Administration, Management and Operations
AT&T
AT&T University10.2012
AT&T ASPP Certified - Operations Management and Supervision
AT&T
AT&T University08.2012
Contact Center Leadership Implementation - Organizational Leadership
INFOTEP
Dominican Republic06.2012
Skills
- Customer Success
- Operational efficiency
- Data-driven decision making
- Excellent communication
- Cross-functional coordination
- Team collaboration
- Strategic planning and execution
- Relationship building
- Operations oversight
- Business management
- Staff management
- Performance analysis
- Business leadership
- Project management
- Financial controls implementation
- Performance improvements
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Regional Director of Operations
Continuum Global Solutions
11.2018 - Current
Site Director
Boost Mobile
02.2017 - 11.2018
Sr. Operations Manager
Sprint
10.2013 - 02.2017
Operations Manager for AT&T DSL
AloricaDR
07.2012 - 10.2013
Senior Team Manager for Sirius Satellite Radio & Dishnetwork
Stream Global Services
11.2005 - 07.2012
Statistical Process Control for Contact Center - Business Statistics
INFOTEP
Business Technical Degree - Production and Operations Management, Operations Management and Supervision
INFOTEP
AT&T MSOC Certified - Business Administration, Management and Operations
AT&T
AT&T ASPP Certified - Operations Management and Supervision
AT&T
Contact Center Leadership Implementation - Organizational Leadership
INFOTEP
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