EXPERIENCE

Call Center Operations Management

Service Provider Management/Vendor Relations

Quality Assurance

Training & Development

Languages

English & Spanish, Native/Bilingual - Full Professional Proficiency

Global Work Experience

Operations & Emergency Contingency- 3 continents/8 countries. Adaptable to travel domestic & international on short notice as per employer needs.

Industry-Leading Clients/Accounts Serviced

STATE FARM

CHUBB

FARMERS INSURANCE

MERCURY INSURANCE

REPAIR PAL

ARI FLEET

BANC INSURANCE ADVISORS

U.S. WARRANTY

HARLEY DAVIDSON

GOOD SAM

SHELTER INSURANCE

SENTRY INSURANCE

MAPFRE INSURANCE

CORNERSTONE INSURANCE

PEDDLE

INFINITY INSURANCE COMPANY

AMERICAN HONDA

SAFELITE AUTO GLASS

KEMPER INSURANCE

GEORGIA FARM BUREAU

THE WARRANTY GROUP

WHEELS, INC

TOW PANDA

BOMBARDIER

UNITED HEALTH

ZIP CAR

ROADADVANTAGE

CARMAXX

RICK CASE MOTORS

SKYBELL TECHNOLOGIES

ELEMENT

US WARRANTY

Experience

Launched U.S. headquarters for multinational company with operations in 22 countries.
Call center management. High volume, on-site, remote, and hybrid operations. Diverse, multi language, cross program specialized teams.
Collaboration with HR to recruit, interview, select, contract, incorporate, and onboard new staff members.
Training & development. Creating and delivering training programs to ensure agents are proficient in product knowledge, customer service techniques, and company policies.
Customer interaction optimization through omnichannel communication strategy implementation. Work flow, processes, & support.
Management of client communication and program launch on-boarding.
Performance/Metrics Monitoring. Tracking key performance indicators (KPIs) such as call volume, handle time, customer satisfaction, and resolution rates. Feedback, reporting. Other employee reviews (yearly evaluations, monthly progress reports, etc.)
Quality Assurance. Communication interaction evaluation, idenifying areas of improvement, and implementing actions to enhance service quality.
CRM- Set up client accounts, programs, and services. Loaded customer account information in databases.
Oversaw management of nationwide network of over 16,000 contracted service providers delivering 1.4 million services annually to major industry clients.
- Recruitment, rate negotiation, contracting, compliance (legal, rate, safety, operational, etc.), payment, portal activity, etc.
Directed a Corporate Partner Program that involved direct sales and discount program for service providers and customers. Partners included Advance Auto Parts, CarQuest, Goodyear Tires, Interstate Batteries, Balboa Capital, Marathon Fuel, Shell Fuel, Advantage Funding, etc.
Coordinated a border crossing transportation program across USA & Mexico for travelers involved in roadside assistance emergency situations.
Facility & Equipment inspections, evaluation and rating, feedback and recommendations, and reporting.
Service audits, mock calls, secret shopper, etc. Team and service provider live reviews and results analysis.
Focus groups, department strategic team sessions, and partner group moderation.
Trade Shows Organization & Participation.
- Safety, customer service, and product promotion seminars.
- Certification and awards administering.
- Promotions, raffles, contests, training, presentations, live product demos, etc.
Handling escalations and resolving issues. Effectively addressing complex customer issues and complaints to ensure customer satisfaction and loyalty.
Motivating & engaging- Creating a positive and motivating work environment to encourage high performance and reduce employee turnover.