Liliana Hutcherson
Brownsville,TX
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced environments.
Overview
8
8
years of professional experience
Work History
Contact Center Manager
Teleperformance USA
03.2020
- Lead team of over 500 employees
- Manage up to 4 different logos with different goals and call types
- Responsible for meeting monthly, quarterly and yearly Revenue growth and gross margin goals
- 2023 top ranking ESAT (employee satisfaction) and KSAT (client satisfaction) account
- Collaborated with recruiting, quality, workforce management and training departments to set successful plans for our ongoing growth
- Created and executed account performance action plans to deliver on customer satisfaction, quality and employee retention
- Mentor and educate next leaders in line through quarterly skills assessment and targets to meet
- Responsible for direct client interaction and communication through daily touchpoints, weekly/monthly/quarterly business reviews, staffing allocation and other meetings.
Assistant Contact Center Manager
Teleperformance USA
01.2014 - 02.2020
- Responsible for plan execution with front line leader
- Developed team of up to 15 supervisors
- Schedule creation and team management of up to 300 employees
- Inspection and follow up of action plan implementation
- Developed and guided leaders to manage performance and meet client set goals.
Team Lead
Teleperformance USA
09.2012 - 12.2013
- Individually coached and developed team of up to 21 agents
- Built team environment through group engagement and reduced attrition
- Managed employee attendance and adherence to help meet service levels
- Led team meetings with agenda-based topics and learnings
- Identify employee needs and involve partners as needed for HR issues, scheduling and learning needs.
CNA
Trinity Health
09.2011 - 03.2012
- As Certified nurse’s assistant I was responsible for the quality of care for our guests
- Skills needed for this job ranged from empathy, multitasking and the ability to work in a fast-paced environment.
Education
In Process - Business Management
Texas Southmost College
High School Diploma -
Los Fresnos High School
05.2003
Skills
- Leadership
- Communication
- Problem solving
- Team building
- Interpersonal management
- Coaching and mentoring
- Administrative
- Fluent in Spanish, verbal and written
- Organization
- Creative thinker
Activities
I enjoy reading, from just being trapped into a good story or learning from the biographies of people I admire to self-development books that give you the ongoing education needed at work or in the kitchen. Nature walks to keep active with my daughter and husband or to manage a stressful day are also a part of the activities I enjoy.
Languages
Spanish
Native or Bilingual
Timeline
Contact Center Manager
Teleperformance USA
03.2020
Assistant Contact Center Manager
Teleperformance USA
01.2014 - 02.2020
Team Lead
Teleperformance USA
09.2012 - 12.2013
CNA
Trinity Health
09.2011 - 03.2012
In Process - Business Management
Texas Southmost College
High School Diploma -
Los Fresnos High School