Experience

Caring Solutions San Antonio

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Corporate Director Of Human Resources

  • 2019 - Present

• Recruitment and Retention

  • May 2018 - Present



TAVHealth

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Director of Customer Service, TAVLink (Client Contact Center)

  • Jun 2013 - Jan 2017

  Designed, staffed, and delivered on target results from inbound and outbound customer contact center team tasked to improve lives. Provided forecasting, scheduling, and budget management directly to VP Operations. Monitored and analyzed Key Performance Indicators to identify challenges and trends and respond quickly with shape shifting ease and speed. Attended regular and prospective client meetings representing the company SAS by providing big picture knowledge and delivered rapport building assistance to the sales and operations groups. Optimized staffing resources to increase utilization, customer support and satisfaction while increasing profit margins without compromise to quality. Nicknamed by the VP of Sales "The Beast" for creating and crushing on demand client support solutions.



Gunn GP, LLC (Gunn Automotive Group)

• Director of Customer Relationship Contact Center and Sales Development

  • Aug 2000 - Feb 2013

  Directed all aspects of a transformational customer experience by building a customer contact and sales center from scratch for one of the country's top 100 auto dealership groups. Acted as an operational leader and CRM architect for the multiple business locations. Directed all aspects of a transformational customer experience by building a customer contact and sales center from scratch for one of the country's top 100 auto dealership groups. Acted as an operational leader and CRM architect for the multiple business locations.



Versent Corporation

• General Manager; GM Training Specialist

  • Oct 1994 - Jul 2000

  Managed all aspects and total business operations remotely for a Canadian company, while executed grass roots marketing plans to maintain and grow business results. Tasked as the select group of GMs to open new outlets by spending weeks at a time building all aspects of the new location, included all staffing, training and initial managing as a coach for the permanent team until hand-off - up to 6 per year. Held accountable for business expenses and long term stability and profitability goals. Top revenue producer every quarter.



Tele Communications, Inc. (TCI Cablevision of Dallas)

• Call Center Manager

  • Jun 1993 - Oct 1994

  Provided management and operational support for the customer service organization in the maverick days before America's largest cable provider sold to become AT&T Broadband and Internet Services. Led change and inspired the organization towards achieving its sterling customer relationships, both with internal partners and the customer. Demonstrated metrics related to service levels, quality monitoring scores, first call resolution, and customer satisfaction as mandated by franchise agreement. Nothing hones your customer service skills like running a cable television customer support group.



U.S. Long Distance

• Training & QA Manager

  • Jul 1989 - Jun 1993

  In a time far, far away where you could find phones in public, and you could feed quarters into them, I worked my way up from being a provider of operator services -processing collect calls (when you call a number and Operator Assistance asks the person you are calling to pay for the call) person-to-person calls (when you call a number and require Operator Assistance to connect you to a specific person), and Operator dial direct (when you would like an Operator to dial a call for you) - to teaching others how to do this, with an eventual leadership role in management. Good times.