Experience

Newtech S.R.L

• Dominican Republic
• Software Development
• 300 - 400 Employee

• Director Of Operations

  • May 2021 - Present

  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.• Responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients, responsible for development and administration of annual department budget to attain business goals with operational stability.

• Operations Manager

  • Sep 2020 - May 2021

  Based in the Dominican Republic, in the heart of the Caribbean, we are strategically located to provide timely services to clients worldwide. Cultural affinity, strong language skills and geographic proximity are just some of the additional benefits we can offer our national and international clients.



OutPLEX

• United States
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Operations Manager

  • Sep 2018 - Sep 2020

• Program Manager

  • Jan 2013 - Sep 2018

  US Based Full Service Call Center and Contact Management Company. Talk2Rep Provides High Quality Teleservices and Live Chat Utilizing Several Facilities and an @ Home Agent Work Force. Talk2Rep Services Fortune 1000 companies and Government Agencies in Healthcare, Insurance, Energy, Education, Retail, Financial and Technology Industries. Nationally Recognized Award Winning Service Bureau Providing Solutions to such companies as Bayer, Casio, P&G, Bally, AT&T, Assurant, Coventry, Humana and More. Contact 866-856-2REP (2737) For More Information.The largest and most respect Brands Trust Talk2Rep to interact with their CustomersConnect With Talk2Rep ~ ►Like us on Facebook to find out about Jobs, industry news, promotions and more! ►Follow us on Twitter/talk2rep►Read our Blog / Interactive Deport "All Things Call Center, Telemarketing , Live Chat and Social Media Related"Talk2Rep Services: •Outbound Teleservices•Inbound Customer Sales and Care•Market Research•Live Chat and Email Management •Technical Support



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Client Services Specialist

  • 2011 - 2013

  Call center/BPO, with 36 facilities worldwide and thousands of employees, which serves as an outsourcer for operations and specific business functions for major corporations such as AT&T and Samsung. Call center/BPO, with 36 facilities worldwide and thousands of employees, which serves as an outsourcer for operations and specific business functions for major corporations such as AT&T and Samsung.