Excellent bilingual leader with outstanding people skills capable to diligently delegate, and diplomatically communicate with employees and non-employees from all segments and levels. Structured and an effective Manager, skilled at identifying areas of strength and opportunity and through an analytical and collective approach, implement solution based processes in order to attain expected objectives and results. A confident, Dynamic, and concise communicator. Ethical, self-motivated strong leader, who assumes responsibility and accountability.
Skills
Employee Development, Coaching & Support
Facilitating In Compliance, Business and Performance Objectives, Internal Regulatory Compliance and Auditing ( Service Complaints, Loss and Exposure, Critical errors, Customer Complaints,
Problem Solver to complex situations
Interview Specialist and Adler certified
HR records management
Proficient with excel, windows 7 and RTA
Performance Assessment
Policy Development and Enforcement
Multitasking and Prioritization
Goal Setting
Presentation Development and Delivery
Payroll Administration and Timekeeping
Work History
Contact Center Banker Coach Team Manager -AVP, 05/2012 - 09/2020 Ferguson – Yakima, WA,
Developed quality employees within call center to take over leadership positions.
Established and oversaw performance targets for call center associates.
Created clear and effective policies governing all aspects of employee work and interaction with customers.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Coordinated leadership workshops to educate team members on best practices to optimize productivity.
Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
Promoted positive customer experience through day-to-day supervision and management of QA, Calibrations and NPS surveys.
Teamed with Recruiters, Trainers and QA liaisons department to create organization's mission and vision statements.
Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
Supported regulatory compliance by overseeing all audits to verify protocol adherence.
Eased team transitions and new employee orientation through effective training and development.
Determined quality assurance benchmarks and set standards for improvement.
Conducted performance reviews for all Banker Coaches and Team lead to reduce resolution times and improve customer satisfaction ratings.
Assisted in recruiting, hiring and training of team members.
Interviewed and hired strong candidates for our Banker Coach Team and New Hires.
Upheld great standards of leadership for employees, consistently leading by example for best-in-class Learning Labs.
Supervised 50 employees , overseeing efficiency of all Performance metrics and attendance.
Mitigated business risks by working closely with QA Liaison, Learning labs and Virtual Library.
Sales Team Manager, 11/2004 - 02/2012 DIRECTV – City, STATE,
Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
Drove sales conversion rates up 40% through effective Coaching and training.
Held weekly meetings with peers, sales teams and program directors to identify techniques to overcome sales obstacles.
Developed and implemented comprehensive salesperson training program.
Coached to all performance metrics, such as QA, AHT, Customer Satisfaction surveys, sale conversion rate, monitored attendance and weekly time tracker.
Team Leader Supervisor, 05/1998 - 11/2004 Charter Communications, Time Warner Cable – City, STATE,
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Partnered with peers, management and training department to develop team member skillsets and competencies.
Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
Evaluated employee performance and coached and trained to improve weak areas.
Identified individual employee's unique work styles and adapted management methods.
Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
Performed annual evaluations and reviews for large staff of employees.
Consistently met quarterly sales goals and increased customer retention rate year-over-year.
Interviewed, hired and trained employees for digital conversion agile team.
Analyzed equipment breakdowns using various troubleshooting methods.
Maintained compliance with company policies, objectives and communication goals.
Education
Associate of Arts: , Expected in - Glendale Career College - Glendale, CA GPA:
High School Diploma: , Expected in 05/1992 - Alhambra High School - Alhambra, CA GPA:
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