San Antonio, Texas, United States
Customer service professional with extensive experience leading strategic sales campaigns to achieve client growth and satisfaction goals. Strong track record in expanding campaign portfolios, optimizing processes, and elevating client satisfaction. I've successfully transformed underperforming campaigns into client promoter status, consistently achieved high eSAT scores and KPI accuracy, and streamlined operations with innovative tools and strategies. My desire to deliver exceptional member service, drive results, and foster team development makes me a valuable asset.
• Managed production teams and leadership staff supporting a 25-station manufacturing and fulfillment workflow for the YETI contract, overseeing inbound handling, laser processing, quality control, packing, and shipping operations. • Developed and implemented operational policies, procedures, and workflow standards focused on efficiency, quality assurance, accountability, and continuous process improvement. • Led cross-functional production operations to meet aggressive deadlines through effective team management, capacity planning, client communication, and performance oversight while maintaining high standards for quality and on-time delivery.
• Directed fast-paced inbound and outbound T-Mobile sales operations across onshore, nearshore, in-office, and work-from-home environments, overseeing overall site performance, staffing, quality, client deliverables, and operational execution. • Led supervisors and sales teams to achieve revenue, conversion, productivity, and customer experience KPIs through real-time performance management, workforce adjustments, and data-driven operational strategies. • Partnered with T-Mobile stakeholders to conduct Weekly Business Reviews (WBRs), analyze operational trends, forecast staffing needs, implement client-driven changes, and drive continuous performance improvement. • Managed ongoing team upskilling, coaching, and performance development initiatives to adapt to evolving client expectations, improve bottom outlier performance, and strengthen overall operational readiness and sales results. • Oversaw hiring, onboarding, escalation management, compliance, and quality assurance processes while fostering a high-performance, metrics-driven culture focused on accountability and continuous improvement.
• I thrive in a high-paced environment where constant communication and negotiation skills are vital. Each day, I manage operations, nurture client relationships, client sales and negotiate contracts to ensure mutually beneficial agreements. • I oversaw all aspects of recruiting, scheduling, and resource allocation, from temporary placements to temp-to-hire and direct to hires. • Additionally, I'm responsible for real-time performance monitoring and collaborated closely with our recruiters to swiftly meet clients' staffing needs while maintaining seamless processes
BPO Key Achievements: I've expanded campaign operations from overseeing 3 to managing 7 targeted campaigns. Orchestrated a project turnaround elevating client satisfaction from 4/10 to a perfect 10/10 through strategic initiatives like weekly reviews, root cause analyses, and daily KPI checks. I've effectively turned around campaigns from red to green status, extended contractual relationships, and achieved eSAT scores consistently in the 95% - 98% range, the highest in North America. Monitored team and individual performance, track key performance indicators (KPIs), and implement corrective actions as needed to achieve targets. Team performance was constantly in the high 97% accuracy range leading to team growth and client responsibilities. Client Services: Effectively launched and managed campaigns, enhancing operational efficiency and boosting customer & client satisfaction. Led cross-functional teams in developing customized solutions, resulting in improved client satisfaction. Proactively addressed client issues, leading to higher retention rates and surpassing service level agreements. Played a pivotal role in driving revenue growth through exceptional client support and identifying upselling opportunities. Data Analytics Operations: In response to the Senior Vice President's request, I undertook a thorough analytics assessment of underperforming teams within the company, utilizing advanced techniques to extract actionable insights from extensive datasets. This analysis uncovered root causes and inefficiencies, leading to the development of detailed Root Cause Analyses (RCAs) and data-driven strategies aimed at enhancing team performance. Presenting these findings and recommendations in Weekly Business Reviews (WBRs) and Quarterly Business Reviews (QBRs). Partnering with other operations to monitor performance metrics to ensure sustained improvements across the underperforming teams.
I successfully expanded campaign operations from overseeing 3 campaigns to managing a portfolio of 7. I also demonstrated my ability to strategically launch and manage two geographically targeted campaigns, further enhancing our client reach and impact.
I expanded my campaign portfolio from 1 to 3 lines of business, achieving significant growth by increasing one campaign from 16 to 75 agents within a year. Recruited and interviewed for the positions. I also oversaw the transition from a single site to multiple sites, enhancing operational efficiency. My expertise led to an invitation to the client's site, where I contributed to policy development and training, strengthening client relations and ensuring operational excellence. Highest eSAT (employment satisfaction) 92.3% , 95.65% & 98.27% High client satisfaction rated a 9s & 10s (10 being the highest) First campaign to completely finish a Machine Learning AI project for Trust & Safety - Content Moderation at a 98.2% accuracy. Launched and finished 3 project contracts with high production and with KPI accuracy in the 95% - 100% range.
- Clients all throughout Texas! - Provide Network / Communications / Cable Management for businesses & residential while building a pipeline for new clients. - Provide homeowners a set plan on their automation / network / smart home / media set up. Setting up multi million dollar homes while keeping in contact with clients and meet their deadlines. - Job/Client escalations - Front desk troubleshoot - credit readers & POS troubleshoot and buildout - Scale alignment and troubleshoot - Server & switch troubleshoot and maintenance - Cable drops and setups / patch panels - Server Room clean outs and maintenance - Intercom setups