SUMMARY:

Results oriented sales and customer service leader with demonstrated leadership competence in all aspects of call center management, administration and operations. I possess a proven track record of increasing sales and reducing costs while improving customer satisfaction and employee morale. Successful in building strong organizations, leading up to 2,000 people and guiding up to 20 worldwide call centers, including multiple outsource vendor operations. I am recognized by all who have worked with me for leadership and ability to motivate, as well as for my dedication to customer satisfaction, problem resolution and follow through.

PROFESSIONAL EXPERIENCE:

Independent Consultant

Confidential

Responsibilities:

• Offering over 15 years of experience in Confidential administration that includes compensation and benefits, sourcing, content development, and development of policy and method procedures.

Senior HR Leader

Confidential, Dallas, TX

Responsibilities:

• Supported a team of over 440 all - level associates in multiple departments of cross-functional teams.
• I was responsible for managing payroll and benefits administration in collaboration with multiple vendor teams.
• A primary role was to support the Director in the development of a new People and Culture model to support the goal of improving employee morale, and reduce employee attrition.

VP of Administration

Confidential

Responsibilities:

• Responsible for all administrative duties of corporate office, as well as Confidential for corporate and remote reporting employees - across 12 states and Puerto Rico.
• Responsibilities included hiring, coaching and development to 20+ Sales managers, establishing corporate office structure by developing policies and procedures, and employee incentives.
• Direct partner with PEO of day-to-day payroll and benefits duties.

VP of Sales Operations

Confidential

Responsibilities:

• Provide strategic and tactical direction and hands-on leadership for internal and outsource contact center operations.
• Responsible for HR, training, inside/outside sales channels, customer service, repair, collections, win back, provisioning, content development, Social Media, in support of multiple product lines: electricity, home phone, wireless.

Director of Sales Operations

Confidential, DALLAS, TX

Responsibilities:

• Manage operations and financials for multiple call Sales and Service call centers, internal and outsource, offering Local, Long Distance, Wireless, Internet, and Energy products and services.
• Responsible for employee relations, staffing, performance metrics across all services, partner with cross-functional groups: IT, Confidential, project management, financials. Direct-report to CEO and President.

DISTRICT MANAGER

Confidential, DALLAS, TX

Responsibilities:

• Oversaw and controlled customer sales and service and technical support call center operations, with outsource locations in Texas, California, Canada, Mexico, Philippines, and India supporting a $250M budget.
• Oversee supervision and accountability for over 1200 non-management and management employees.
• Responsible for start-up of new call center operations in outsource locations, near shore and offshore.
• I supervised virtual-office team of over 10 managers in multiple locations.
• Lead cross-functional team in all aspects of start-up operations responsibilities. Including systems/infrastructure, call management, and call quality.
• Met or exceeded all assigned timelines for start-ups assigned .
• Maintained cost-reduction objective of 20% in each assigned start-up. Reduced headcount of language translation  requirement by consolidating resources across internal and outsource call centers by over 10%.

Regional Director

Confidential, SACRAMENTO, CA

Responsibilities:

• Directed financial and operations responsibility.
• Reduced absenteeism over 50% (19% to 9%) by the end of my 2nd year in assignment.
• My efforts helped to reduce attrition over 50% (23% to 11%) by the end of my 3rd year in assignment.
• I increased performance attainment of objectives by over 40% during my first 90 days in role, and over 100% improvement at the end of my term.
• I established internal (employee) and external (customer) feedback channels to improve satisfaction levels.
• Results improved 30% - 50% both for internal and external over the course of my 3 year term.
• Streamlined operations by removing work teams that were not supporting the business direction, and consolidated teams to maximize resources.
• I delivered on aggressive goals two months under the assigned timelines; with a 10% decrease in headcount and above the 20% target.

DISTRICT MANAGER

Confidential, DALLAS, TX

Responsibilities:

• Oversaw and controlled customer sales and service and technical support call center operations, and Louisiana supporting an $88M budget.
• Oversee supervision and accountability for over 900 employees and over 60 supervisors.
• Lead implementation of Quality Assurance model that resulted in 33% improvement in customer satisfaction.
• I was a lead contributor in the company’s effort to reduce customer complaints.
• This effort resulted in a 1200% reduction in complaints during a 7month period.
• In an effort to reduce expenses I worked with cross-functional teams to streamline vendor operations to by consolidating workgroups; including language translation groups.
• I completed cost-reduction projects well under the assigned timeline.
• Met or exceeded annual cost-reduction goal of 20%

MANAGER

Confidential, DALLAS, TX

Responsibilities:

• Lead role in customer care wireless bundle segment with over 450 employees and over 40 supervisors.
• I supported the lead role for Site financial manager with financial responsibility of $50M budget.
• Oversee coaching and development of associates; and direct coach for team of 20+ supervisors.
• I delivered on all objectives with far-exceeding results across all measureable goals, and I met company objective of cost-reduction by 10% across all line items.
• I created and implemented coaching and development model for over 800 associates and 60+ supervisors.

MANAGER

Confidential, DALLAS, TX

Responsibilities:

• I was selected to co-share a Project Manager Role for a newly developed and first-industry wireless/LD bundle.
• I managed all aspects of work across 2 centers in Texas and Arizona, with budget responsibility of over $80M and direct-reporting team of over 200 employees and 20 supervisors.
• I held several lead roles across multiple cross-functional teams with growth direct revenue responsibility of >10% annually.
• Met or exceeded all customer satisfaction and financial objectives through term. In this role I had a dotted-line reporting to the VP, with regular presentations of business scorecard to several senior leadership team members.

SUPERVISOR

Confidential, SAN ANTONIO, TX

Responsibilities:

• Supervised teams of 15-20 online associates with coaching and development responsibilities.
• Developed, implemented, and managed coaching and development model for over 500 online associates.
• Elected to project team to streamline call management model; including development of key processes, and training delivery.
• IT-Systems and facilities manager supporting over 1200 users in multiple connectivity platforms. Train the Trainer certification.

REALTOR

Confidential, DALLAS, TX

Responsibilities:

• I am licensed by the Texas Real Estate Commission to act as a salesperson in a real estate transaction; to serve as fiduciary for buyers and sellers

HR ASSISTANT, SALES MANAGER

Confidential, DALLAS, TX

Responsibilities:

• Sales Manager responsible for growing business travel revenue. I achieved Top Producer status within first 60 days with estimated revenue of $250K.