Driven business development professional who effectively builds loyalty and long-term relationships with customers while consistently exceeding sales targets; with expertise in team building and employee satisfaction, and a passion for process improvement.
Customer relations specialist
Quality assurance and control
Unsurpassed work ethic
Team building expertise
Superb time management skills
11/2015 to Current
Call Center Operations ManagerFusion BPO Services – Draper, UT
Trained, coached and mentored staff to ensure smooth adoption of new program.
Implemented innovative programs to increase employee loyalty and reduce turnover from 25% monthly to a consistent 12%.
Developed and initiated rollout of processes for coaching to a balanced scorecard; this includes a closed loop process.
Analyzed key aspects of the business to evaluate the factors driving results and summarized results into presentations.
Supervised a team of 1 manager, 2 sales consultants, 5 supervisors, and 100+ FTE
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
01/2015 to 11/2015
Customer Qualification ManagerApria Healthcare – Salt Lake City, UT
Manage team of 23 Customer Service Representatives in a fast paced contact center
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintained up-to-date knowledge of product and service changes.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Reduced employee turnover by 16% through consistent coaching and feedback, praise, and bolstering employee's engagement.
Directed quality assurance efforts to maximize timely completion and delivery of orders, and customer satisfaction and minimize errors in order processing.
03/2006 to 10/2014
Operations ManagerTeleperformance – Sandy, Utah
Supervised team of 8 Customer Service Supervisors in a fast paced contact center with over 140 FTE
Implemented a set of comprehensive tracking processes to monitor DSAT performance.
Led supervisor team to show consistent improvement of DSAT from 15% to 9% over 3 months
Led highly effective team of 5 supervisors through clear communication, performance management, career development plans and reward/recognition practices
Supported Vonage, eSecuritel, Sprint, Dell, AT&T Uverse, Sutter, Century link, Adobe, and Xbox
Established and maintained eSecuritel vendor partnerships.
Designated as the “Program Fixer” for programs not performing to expected standard of client/contractual performance requirements
Led SLC eSecuritel team to consistently lead 2 other sites in QA & CSAT for 5 months by teaching supervisors to coach to a balanced scorecard
Led Vonage team to Vendor of the Month achieve for the month of April 2014 by engaging supervisor team and obtaining buy-in from supervisors
Helped lead Xbox Sandy from #8 to #1 for Quality of Service within 3 months by teaching supervisors to effectively coach to a balanced scorecard
Promoted employee engagement by facilitating career development among team members including an “Intern” program for different departments or teams in company
High School Diploma: Entrada High School - Sandy, UT