Summary
Work History
Education
Skills
Accomplishments
Highest Retention Awards 2007 & 2008
Websites
Timeline
SalesAssociate
Miriam Herrera

Miriam Herrera

Crestview

Summary

Results-driven Operations Manager with experience in optimizing processes, enhancing productivity, and leading cross-functional teams. Seeking to leverage my expertise in strategic planning, resource management, and continuous improvement to drive operational excellence and contribute to the success of the company.

Work History

Customer Care Manager

Lowe’s
07.2020 - 01.2025
  • Supervise staff in one or more operational departments
  • Maintain proper employment levels through selecting, interviewing, and training of personnel; conduct performance management activities within each area of assigned responsibility
  • Develop, coach and motivate Call Center Assistant Managers and front line associates to improve and measure performance and foster a customer focused culture
  • Maintain high levels of performance for customer service metrics including call quality, customer service ratings and Agent Satisfaction
  • Manage and improve operational processes policies and systems in support of the organization's mission and to improve efficiency
  • Contribute to long- and short term organizational planning which includes cross-functional collaboration of planning for initiatives geared towards operational excellence
  • Direct day-to-day activities of the Call Center employees by ensuring schedule adherence and optimum performance
  • Assist in the development of new processes and resulting in technology changes
  • Championed and implemented an enterprise onboarding program for both Assistant Managers and Operations Managers
  • Created and implemented a mental health initiative that was shared at an enterprise level
  • Participated in a cross functional committee to streamline the contact center for the following programs:
  • Onboarding new hires – resulting in increasing retention by25%
  • Interview process – Saving approximately20% in efficiencies
  • System Issue enhancements for IVR and WFM
  • Reducing call volume by40% and improving efficiencies by50%
  • Escalation reduction initiatives resulting in15% decrease of escalations
  • Weekly project management initiative recaps for Sr
  • Leadership

Customer Care Manager

iQor formerly Asurion
12.2016 - 07.2020
  • Ensuring the execution of business plans in an efficient and profitable way
  • Facilitate in the implementation and evaluation of call center procedures and policies
  • Responsible for co-operating with the Call Center Manager and Senior Management team in determining long-range objectives and goals to meet business operation expectations
  • Leading a team of over300 employees
  • Manage day-to-day KPI's
  • Responsible for client interactions, and all operations
  • Supervise staff within one or more operational departments
  • Interview, and onboard supervisors and front line personnel
  • Developed and implemented onboarding training programs for leadership
  • Manage and improve operational processes and policies
  • Manage staff by assessing needs and workflow, developing and training staff, answering questions, assisting with issues and informing staff of system and related changes
  • Identifying issues and requesting schedule or headcount changes as applicable
  • Provide analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization

Customer Care Manager

Asurion formerly N.E.W.
01.2004 - 11.2016
  • Ensuring the execution of business plans in an efficient and profitable way
  • Facilitate in the implementation and evaluation of call center procedures and policies
  • Responsible for co-operating with the Call Center Manager and Senior Management team in determining long-range objectives and goals to meet business operation expectations
  • Co-Managed20 Direct reports overseeing approximately300 associates
  • Orchestrated successful customer -service programs (Renewals, Outbound and Tier1 Escalation Program Specialists)
  • Developed and implemented a successful Corporate Escalation team
  • Successfully transitioned programs from Client to Client
  • Spearheaded the development of interdepartmental learning resource known as the Universal Performance Management Guide for supervisors
  • Selected personally by VP to manage Office of the President Escalations
  • Responsible for co-operating with the Call Center Managers , Senior Management team and Client support in determining long-range objectives and goals to meet business operation expectations
  • Verified workflows weekly via weekly calibrations with the client
  • Analyze statistical performance and quality by tracking call volume, measuring work quality and output, shifting resources as necessary
  • Set priorities for the team to ensure key performance indicators such as Quality, Efficiency, Adherence and Customer Satisfaction were met
  • Created programs to increase adherence and attendance over10%
  • Established upsell and cross-sell programs, effective promotional contests, and strong team interactions
  • Championed and developed career advancement programs for front line associates
  • Involved in hiring, training, coaching/developmental and onboarding

Acting Director

Asurion formerly N.E.W.
04.2014 - 01.2015
  • Responsible in the following areas: leading new leaders, establishing, implementing and setting controls around processes, ensuring best practices, goal-setting, and exemplifying key leadership traits such as integrity, drive for results and celebrating success
  • My dedication to the success of day-to-day operations, and profitability of is visible through the team’s results
  • I am responsible for evaluating and reporting key performance metrics with the confidence to share the credit and the blame
  • I am familiar with rapid growth in the environment and have proven ability in stabilizing an organization through effective programs

Operations Supervisor

Asurion formerly N.E.W.
03.2002 - 12.2003
  • Responsible for organizing and directing the daily activities concerned to the call center’s operation
  • Main objective was to manage, train, and guide call center agents to execute their tasks
  • Responsible for day -to-day motivation, development and performance of a team of15 -20 associates
  • Ensure all operational and client objectives are met on a daily, weekly and monthly basis
  • Initiated the Tier1 Escalation Team resulting in50% reduction in hold time
  • Created the escalation tracking sheet to streamline problem resolution
  • Developed Mentor Program to improve transition from training to production
  • Conducted New Hire and developmental training

Education

Manager Program

Emory Executive Education
Mooresville, NC
06-2023

Skills

  • Extensive call center management experience
  • Organizational Restructure and Change
  • Strategic planning
  • Training and development
  • Process improvement strategies
  • Emotional Intelligence
  • Team management
  • Relationship building
  • Talent development
  • Conflict resolution techniques
  • Staff retention
  • Skilled at multi –tasking
  • Escalation management

Project management

Accomplishments

  • Increased production by20% within the first year by creating onboarding programming for both Assistant Managers and Operations Managers
  • Spearheaded the development of interdepartmental learning resource known as the Universal Performance Guide for Supervisors
  • Created and implemented new hire onboarding programs to improve productivity by25% and increase retention
  • Successfully transitioned programs from one line of business to another
  • Awarded for outstanding Sales and Renewals - First team to achieve1 Million in revenue in a one-month period
  • Achieved Outstanding Employee Retention highest in programs two years in a row
  • Motivator of the month
  • Contributed to leading the team in the DFL championship in our first full year of the New TV program Client
  • Earned the Founders Award in2011 for Outstanding Service & Dedication

Highest Retention Awards 2007 & 2008

This award reflects the hard work put into recruiting, training and development of employees. Making them them feel welcome, appreciated and engaged. This encourages associates to pursue upward mobility with the organization. The high retention rate also signals that employees see the tremendous value they bring to the organization. This award honors demonstrating exceptional achievement in front line development, career growth and annual retention.

Timeline

Customer Care Manager

Lowe’s
07.2020 - 01.2025

Customer Care Manager

iQor formerly Asurion
12.2016 - 07.2020

Acting Director

Asurion formerly N.E.W.
04.2014 - 01.2015

Customer Care Manager

Asurion formerly N.E.W.
01.2004 - 11.2016

Operations Supervisor

Asurion formerly N.E.W.
03.2002 - 12.2003

Manager Program

Emory Executive Education

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Miriam Herrera