Experienced in managing contact center teams, executing sales strategies, and optimizing performance metrics across diverse environments.
Experienced in sales strategies, call handling, and achieving high conversion rates.
Skilled in coaching, root cause analysis, and implementing tactics to optimize team performance.
Led teams of up to 50 professionals, focusing on metrics improvement and strategic oversight.
Managed daily operations, call quality, attendance, and recovery efforts within contact center environments.
Stream Global Services
Responsible of selling Dish Network packages through inbound and outbound communication achieving 30%, 3 sales out of 10 contacts Conversion rate requested.
Stream Global Services
Responsible of call listening, root cause analysis and effective coaching to develop the bottom performance team assigned having to move them up to reach their targets for their metrics, 3 sales out of 10 calls 30% conversion rate.
Convergys
Responsible of managing a group of 22 representatives and the team metrics improvement and result through different tactics (Effective coaching, follow ups opening and closing loops to make sure the team effectively reaches targets requested (30% conversion rate, 100% QA)
Telus International, Comwave
Responsible of receiving inbound calls from Canada having a 40 % conversion rate as main metric being able to over pass it every single month positioning internet and phone services and products national wide.
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Proficient in Microsoft Office tools for reporting, documentation, and communication.
Teleperformance
Being responsible o implementing leadership academy strategy, making sure metrics (VOC, AHT, SALES ) were being achieved opening loops for root cause analysis applying tactic needed based on representatives different personalities and performance.
AM Investments
Responsible of a group of 25 people in a small business as lead generation for merchant cash advance generating an average of 100 leads a day as a team.
Glass Mountain Capital
Responsible of managing a group of 15 people focus on the collection and recovery of past due bills as third-party company for Drs, Clinics and hospitals. Achieving 90% attendance, 10% collections and 30% QA on a daily weekly and monthly basis.
Glass Mountain Capital
Responsible of managing a floor of 50 people including Supervisors, QA reps, back office representatives and collectors focus on the collection and recovery of past due bills as third-party company for Drs, Clinics and hospitals and retail bills Achieving 90% attendance, 10% collections and 30% QA...
