Experience

SmartEnergy.com

• United States
• Utilities
• 1 - 100 Employee

• Senior Director of Operations

  • Feb 2022 - Present

• Director Of Production Operations

  • Feb 2021 - Feb 2022

• Production Operations and Customer Care Manager

  • Mar 2020 - Feb 2021

• Customer Care Manager

  • Sep 2017 - Mar 2020



Newtech S.R.L

• Dominican Republic
• Software Development
• 300 - 400 Employee

• Project Manager

  • Nov 2016 - Sep 2017



VIVA - Estamos de tu lado

• Dominican Republic
• Telecommunications
• 400 - 500 Employee

• Stores Manager Santo Domingo

  • Dec 2012 - Jun 2016

  Oversee operations of VIVA Stores and POS and their personnel distributed throughout the Santo Domingo metropolitan area. Responsible for applying, controlling and planning sales strategies oriented to achieving company goals through minimizing costs and increasing utilities through customer base growth and budget management, thus guaranteeing investment return and company market share increase. Guarantee adequate development, delivery and control of customer service strategy to secure sales and both corporate and retail customer satisfaction and retention, through the development of business relationships and management of the service platforms with efficiency and agility. Show less

• Call Center Supervisor

  • Jan 2011 - Dec 2012

  Direct supervision of customer service staff of 30+ agents, call monitoring, provide performance reviews to all agents on a regular basis, prepare performance reports on team assigned to present to management, direct contact with clients. Daily, weekly and monthly reporting of results.



ACS Xerox

• Santo Domingo

• Customer Advocacy Point of Contact

  • Aug 2010 - Jan 2011

  Direct supervision of Customer Advocacy Group of 10+. Responsible of coordinating actions and efforts between all staff to overcome areas of opportunity related to customer satisfaction. Daily, weekly and monthly reporting of results. Responsible for compiling and analyzing Customer Satisfaction survey results and design strategies to meet goals. Prepare and discuss quality, VOC and E3 performance information on QBR’s with client. Direct supervision of Customer Advocacy Group of 10+. Responsible of coordinating actions and efforts between all staff to overcome areas of opportunity related to customer satisfaction. Daily, weekly and monthly reporting of results. Responsible for compiling and analyzing Customer Satisfaction survey results and design strategies to meet goals. Prepare and discuss quality, VOC and E3 performance information on QBR’s with client.



Data Vimenca

• Santo Domingo

• Quality Supervisor

  • May 2005 - Aug 2010

  Direct supervision of Quality assurance monitors and trainers. Responsible of coordinating actions and efforts between all staff to overcome quality areas of opportunity and impact results in a positive manner. Lead all interactions in regards to Quality between Data Vimenca and clients he overseas. Daily, weekly and monthly reporting of results from both local and client audits. Responsible for compiling and analyzing VOC (Voice of the Customer) survey results and design strategies to strategies to meet goals. Oversees E3 Initiative implementation (Excellence in Every Experience) and coordinates joint actions between quality and operations in this regard. Prepare and discuss quality, VOC and E3 performance information on QBR’s with client. Show less



Purple Tangerine Holdings, LTD

• Santo Domingo

• Collections Department Supervisor

  • Feb 2005 - May 2005

  Supervise team of 15+ agents in charge of performing collection calls to customers with overdue balances on loans program. Direct supervision of customer service staff, call monitoring, provide performance reviews to all agents on a regular basis, prepare performance reports on team assigned to present to management. Training of new staff. Supervise team of 15+ agents in charge of performing collection calls to customers with overdue balances on loans program. Direct supervision of customer service staff, call monitoring, provide performance reviews to all agents on a regular basis, prepare performance reports on team assigned to present to management. Training of new staff.



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Operations Supervisor

  • May 2000 - Feb 2005

  Direct supervision of customer service staff of 15+, call monitoring, provide performance reviews to all agents on a regular basis, prepare performance reports on team assigned to present to management, direct contact with clients, prepare pay roll for personnel. Daily, weekly and monthly reporting of results. Direct supervision of customer service staff of 15+, call monitoring, provide performance reviews to all agents on a regular basis, prepare performance reports on team assigned to present to management, direct contact with clients, prepare pay roll for personnel. Daily, weekly and monthly reporting of results.