Edmundo Donatiu-Hinds

** ****** *** **

Acushnet, MA 02743

Mobile 787-***-****

e-mail: aca4ve@r.postjobfree.com

Professional experience

August, 2011 - Present Neighborhood Health Plan Boston, MA

Customer Service Supervisor

. Responsible for leading, developing and motivating a team of 19 Customer

Service Representatives

. Develop new Call Quality Program for the Customer Service Center

. Monitor calls on a monthly basis and provide timely feedback to

representatives.

. Conduct one on ones in order to coach CSR's in customer engagement and

one call resolution

. Handle escalation calls from members and providers

. Manage daily reporting in order to maintain service level and analyze

CSR's stats so that they have a clear understanding of Adherence and its

impact on the business.

. Perform quality checks, develop and review performance reports, identify

areas to improve, and implement measures to improve performance levels and

meet objectives.

. Conduct training sessions on various topics such as claims and customer

service skills.

. Responsible for day-to-day applications of departmental policies and

procedures.

. Ability to effectively manage human resource issues such as time and

attendance, staff selection and performance management.

April, 2000 - to April, 2011 Teleservicios Internacional, Inc. San

Juan, PR

Call Center Director

. Third Party Vendor for American Express TRS in Miami, responsible for New

Acquisitions, Up selling, and Concierge Programs for the following:

. Small & Medium Businesses in Puerto Rico and parts of the US

. Large Businesses in Latin America

. Merchant Services in Puerto Rico & Latin America

. Consumers in Puerto Rico

. Maintain Service Level Agreements and Compliance Standards with American

Express

. Direct, manage and ensure the sales staff of 150 personnel, including

managers, supervisors and Team Leaders.

. Leading workflow distribution and floor management to ensure company

goals are satisfied.

. Responsible for the development of procedures, automation process,

quality control, staff incentives and performance reports.

. Conduct screening, interview, hiring and training of the new candidates

of management staff and responsible for the development of the

performance, production and management.

. Evaluation, selection and negotiation with Vendors; specifically Telco &

IT areas.

. Building a team that effectively supports client programs, products and

services.

. Maintaining service, talk/wrap time, data, and both client and consumer

satisfaction levels.

. Lead effective Sales Training Meetings to ensure productivity.

. Deliver call center CSR training including both formal classroom (large

groups) and one-on-one coaching.

. Communicate new and current promotional products, service, and customer

service skills.

. Promote in-depth knowledge of the client's services and to encourage the

use of the most effective sales techniques needed to improve sales.

. Build and maintain strong relationships on behalf of the client with call

center employees and management in order to create a positive environment

for client sales and marketing efforts within the call centers.

. Drive subscription activations in a call center environment.

. Manage a demanding daily reporting schedule in order to ensure the

company has a clear understanding of daily activity and results.

. Managed performance of team, disciplinary actions and promotion

recommendations

Accomplishments:

. Business expansion to Latin America

. Responsible for the Startup of second location in Colombia

. Turnover rate - 13%

. Service Level for Customer Service - 85%

. Multi-national accounts with business increase of 300%

. International development of key accounts in Latin America

. Implemented and developed a paperless process for New Acquisitions

through 100% recordings of the calls

September, 1997 - April, 2000 Telecontacto, Inc.

San Juan, PR

Call Center Manager

. Responsible for the Startup of the business, reporting directly to the

President.

. Vendor negotiation, strategic planning of the business and establishment

of procedures and operations parameters.

. Direct call center operations as a liaison between clients, supervisors,

and call center employees.

. Administer performance management by diagnosing improvement

opportunities, providing effective feedback, coaching, training,

professional development, and corrective action plans.

. Administration of PBX system; ACD, IVR, Auto attendance, CRM software

. Perform quality checks, develop and review performance reports, identify

areas to improve, and implement measures to improve performance levels and

meet objectives.

. Conduct group training sessions on financial products and services.

. Develop sales techniques of each customer service representative to drive

revenue growth.

. Coordinate the interviewing, hiring and training of over 100 customer

service representatives.

. Monitor interaction between staff and callers to ensure quality assurance

standards.

. Review call center statistics to measure staff performance and the need

for improvement.

Accomplishments:

. Achieved business revenue of 2M in 3 years

. Acquired 10 new clients

. Increased Call Center up to 42 stations

Education

[2006 - 2009] University of Phoenix

Online

MBA in Marketing

[1988 - 1992] University of Puerto Rico

San Juan, PR

BA in Biology

Technical Skills MS Word, Excel, Power Point, Access, Lotus Notes

Telco & IT Experience: NEC, Avaya, Nortel, Cisco, IEX, Qfinity, Nice,

Predictive Dialer

Licenses & Trainings Casualty & Property Insurance Agent, IIA

Certification, Telescript Software Trainer and Programmer Certification,

Modern Techniques for Written Communication, Employment Law & Sexual

Harassment, How to Build a Better Team, The Human Factor in a Call Center,

Empowerment, Motivating People, and Call Center Solutions Annual

Conferences.

Professional memberships: Centro Unido de Detallistas, Asociaci n de

Industriales, C mara de Comercio de Puerto Rico, Direct Marketing

Association, International Who's Who.

Languages Fluent in English & Spanish, Italian

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