Laura Saenz
Colorado Springs,CO
Summary
Experienced Call Center professional with a proven track record in leading national teams to achieve exceptional customer service and operational excellence. Seeking the opportunity to leverage expertise in driving strategic initiatives, optimizing processes, and maximizing performance to contribute to the success of a dynamic organization. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
National Director, Call Center
Access2Care
04.2021 - Current
- Lead a national team of 800 call center agents across multiple locations, ensuring consistency in service delivery and adherence to company standards. - Develop and implement strategic initiatives to improve customer satisfaction, increase efficiency, and drive revenue growth. - Oversee the design and implementation of training programs to enhance agent skills and knowledge, resulting in improved service quality and customer retention. - Collaborate with cross-functional teams to identify and address operational challenges, streamline processes, and optimize resource allocation. - Analyze performance metrics and KPIs to monitor call center performance and identify areas for improvement, implementing corrective actions as needed. - Foster a culture of accountability, teamwork, and continuous improvement, resulting in increased employee engagement and retention. - Serve as the primary point of contact for key clients, addressing escalations and ensuring resolution of issues in a timely and satisfactory manner.
Call Center Operations Manager
American Medical Response
10.2008 - 04.2021
- Managed day-to-day operations of a call center team, including workforce management, scheduling, and performance monitoring. - Implemented process improvements to enhance efficiency, reduce costs, and improve service quality, resulting in increased customer satisfaction and agent productivity. - Developed and maintained relationships with key stakeholders, including clients, vendors, and internal departments, to ensure alignment of goals and objectives. - Provided leadership and guidance to team members, fostering a culture of accountability, professionalism, and continuous learning.
Education
Bachelor of Science in Human Resource Management -
University of Phoenix
01.2012
Skills
- Strategic planning and execution
- Team leadership and development
- Process improvement and optimization
- Customer service excellence
- Performance management and metrics analysis
- Cross-functional collaboration
- Strong communication and interpersonal skills
- Proficiency in call center technologies and software platforms
- Diversity and Inclusion
- Content Development
- Talent Acquisition
- Internal Communications
References
Available upon request.
Timeline
National Director, Call Center
Access2Care
04.2021 - Current
Call Center Operations Manager
American Medical Response
10.2008 - 04.2021
Bachelor of Science in Human Resource Management -
University of Phoenix
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