Mary Padilla
Experienced Call Center Operations Manager/Site Director
Miami,FL
Summary
Results-driven Call Center Manager, focused on developing and leading exceptional call center teams. We have more than 18 years of experience in the Call Center and BPO industry with a strong record of success in the field.
Overview
18
18
years of professional experience
11
11
years of post-secondary education
2
2
Languages
Work History
Site Director
TLC Associates
Santo Domingo, D. N.
12.2020 - 07.2022
- Strategic planning and execution call center start up
- Onboarding outsourcing campaigns, increasing agent population to 300 in 6 months
- Management and leadership of processes for the continuous improvement of our customer service experience
- Created and implemented company strategies, policies, processes and procedures to improve operational performance
- Analyzing reporting on financial performance, forecasting revenue and GP
- Prepared forecast and projection analysis
- Improved profitability by ensuring occupancy was kept between 85-90% at all times
- Currently handle 7 BPO accounts for different industries
Customer Service Operations Manager
Vivial Dominicana
Santo Domingo, N.
09.2017 - 12.2020
- Start-up: Managed a team of 125 Account Coordinators who handled our client’s accounts
- Established a high standard for productivity, quality, and customer service
- Improved center performance through monitoring, problem resolution, systems audits and quality assurance methods
- Cell phone: (305) 447-2680
- Email: mpadilla0531@gmail.com
- Linkedin: https://www.linkedin.com/in/marypadilla
- Skype: mary.padilla9
- Supported Human Resources dept
- In recruitment process
- Interviewed potential hires and outlined clear job expectations
- Summarized, collected and analyzed call center trends and data for regular performance reports
- Built strong, long-term client relationships
- Improved center performance through performance monitoring, problem resolution, system audits and quality assurance measures
- Provided great customer experience by having quality controls, coaching and feedback for our agents.
Operations, Staffing and Recruiting Manager
OAD, Domingo
, N.
08.2013 - 09.2017
- Responsible for reducing rotation by 5% (down from 13%) and improving work environment
- Developed processes and metrics for performance evaluations
- Handled several BPO accounts including one healthcare account (ADOHEALTH)
- Supported the achievement of the organization’s business goals
- Resolved conflicts between management and employees by using effective team building and communication skills
- Oversaw recruiting and hiring process
Site Manager
Zona Franca de San Isidro
Santo Domingo
02.2004 - 09.2012
- Project start-up: we grew to a total of 150 agents in 3 months
- Our center provided customer service to our pre-paid calling card and mobile customers
- Ensured profitability and productivity of the call center by driving key metrics such as occupancy and
- Provided a good working environment for the employees by fomenting a healthy workplace culture, incentivizing employee engagement
- Responsible for accounts payable, payroll, maintenance and Operations.
Education
Bachelor’s degree - Business Administration
Mercy College
Dobbs Ferry, NY 01.1990 - 08.1995
MBA - Business Management & Leadership
Mercy College
Dobbs Ferry, NY 06.1996 - 08.2001
Skills
Performance improvements
Quality controls
Productivity Standards
Employee engagement
Process updates
Business planning
Business administration
Staff Management
Financial Management
Strategic planning
Sales and marketing
Program leadership
Timeline
Site Director
TLC Associates
12.2020 - 07.2022
Customer Service Operations Manager
Vivial Dominicana
09.2017 - 12.2020
Operations, Staffing and Recruiting Manager
OAD, Domingo
08.2013 - 09.2017
Site Manager
Zona Franca de San Isidro
02.2004 - 09.2012
MBA - Business Management & Leadership
Mercy College
06.1996 - 08.2001
Bachelor’s degree - Business Administration
Mercy College
01.1990 - 08.1995