Customer Service Manager

CARLOS M BALTIERRA

***** **** ***** **** - ******, CA 92883

(951) 973 - 4787

Email: **************@*****.***

Dear Hiring Manager -

Long history servicing customers with nation's premier companies is naturally an asset to an organization. My qualifications include the reality of helping several companies make a seamless business transformation into results-oriented, quality-focused operations.

My career experience, spanning over many years of multi-level operational responsibilities has demonstrated repeated success on the following:

* Enhancing client satisfaction and relations

* Increasing profits

* Exceeding client quality expectations

* Implementing process development strategies

* Engaging and empowering every mind and drive a culture of continuous improvement.

* Managing multiple projects and meet specific goals and deadlines.

* Defining problems, collect data, establish facts and draw valid conclusions.

* Making sound and timely decisions.

* Solving practical problems and difficult situations.

I possess a strong level of confidence needed to face the toughest leadership challenges and have a proven track record as a solid achiever. In my former position, I administered internal consultation to foreign and domestic call center operations for Aegis, Alorica, EGS, VXI, APAC, NCO (Business Process Outsourcing) of contact center solutions division.

You will find my resume attached for your serious consideration for this exciting leadership opportunity. Please allow me to share my enthusiasm, flexibility and availability in a personal interview at your earliest convenience.

Sincerely,

Carlos M. Baltierra

CARLOS M BALTIERRA

24905 Pine Creek Loop - Corona, CA 92883

(951) 973 - 4787

Email: **************@*****.***

CALL CENTER MANAGEMENT AND CUSTOMER SERVICE OPERATIONS EXECUTIVE

As an operational leader with a successful record of consistently exceeding new revenue targets and earned client relationships, including strategic experience in call center operational environments. Identified as a best in class leader with strong operational change management. I’ve been successful in many verticals and developing long lasting client relationships and managing all facets of the customer lifecycle, such as in Telecommunications (Cable TV/Wireless) providers and BPO (ARM/CRM) environments with companies like; AT&T Broadband Communications, Expert Global Solutions, NCO Customer Management and including technology, healthcare, government, retail, financial services and utility industries.

AREAS OF EXPERTISE

KPI Management * New Product /Service Development * Strategic Planning & Leadership * Project Management * Team Building * Project Restructure * Revenue & Profit Growth * Performance Analytics * Operational Control * Change Management * Call Center Operational Framework * Partnership for Success * Management Development Plan

Telecommunication Services: Cable TV (Video/Data/Telephony) 19 years management experience.

EXPERIENCE

Director of Operations

211 Community Connect – Riverside, CA (Non-Profit)

May 2017 – Present

“Let us help, Call 211”

Director of Operations manages ad conducts assessments of current 211 Community Connect - Call Center organization then delivers sound recommendations and project plans to reduce labor, improve efficiency, enhance data collection and eliminate work duplication.

Responsible for directing the 211/Helpline Riverside County Program; iCarol Database Management, website maintenance. Recruit, train, 211/Helpline volunteers. Create and revise 211 Riverside County policies and procedures in collaboration with the 211/Helpline Training Quality Assurance Manager. Ensure 211/Helpline Call Center meets AIRS accreditation standards. Gather, analyze and disseminate 211 stats on a monthly basis. Ensure grant/contract compliance. Coordinate with other 211 Programs and 211 California. Participate in Conference Calls/Networking

Public Relations. Attend public network/funding meetings. Coordinate community events for Cal Fresh, Medi-Cal, VetLink. Perform Routine maintenance and troubleshooting on workstations, servers, hardware, software, cabling and network equipment during business hours. Maintain IT equipment, hardware and software licensing. Operate within 211/Helpline Budget.

Call Center Operational Management

CMB Call Center Operations Solutions – USA

April 2008 – Present

Consulting projects throughout the years:

NexHorizon Cable TV, Chula Vista, CA/ Westgate Resorts, Las Vegas, NV/ ADMS Corporation/ Southwest Strategies, Lake Forest, CA/ North County Transit District, San Diego, CA/ Workforce Solutions, Foothill Ranch, CA/ Lunar Web Hosting, Anaheim Hills, CA/ DCL Corporation, Ontario, CA./ VXI Global Solutions, Los Angeles, CA/ NEXXO Financial, San Bruno, CA/ Empire Today, Northlake IL., Molina Healthcare, Long Beach, CA / Quality Conservation Services, Inc, Montclair, Victorville, Concord, CA.

Project managed assessment of current call center organization then delivered recommendations and project plans to reduce labor, improve efficiency, enhance data collection and eliminate work duplication. Creating a true Call Center Operational Framework through Business Transformation

Deliverables included Comprehensive Functional (Hybrid) Assessments. (Financial, Billing, Data Security, Privacy, IT and Telecom) interviewed management and staff to better understand its front-line processes and products.

Researched technologies available within the marketplace and provided impact assessment to client’s environment.

Full BPO Call Center development from A to Z – (Policy, Processes, Procedures), after full operational assessment needs.

Building capabilities through Partnership for Success, Performance Factors, Success Factors Learning’s and Development Plans.

Departmental assessments of key stack holders and with recommendations for improvements.

Increased production by more than 33%, while lowering operational costs by 33% which were exactly the goals were expected to be achieved. Full P&L operational assessment, streamline inefficient operations costs.

Analyzed and absorbed large amounts of critical-to-quality data, made recommendations increasing efficiency and control while managing risk.

Performed consultative sales coaching and training, establishing KPI’s & Metrics based on client needs.

Managed lifecycle in assigned sales territory including market research, prospecting, CRM database creation and maintenance, lead generation, proposal development, formal presentation, pricing strategies, contract administration, and ongoing relationship management.

Vice President, International Call Center Operations

EGS, Inc. (NCO/APAC) - Tijuana, MX / USA

January 2010 – August 2014 (4 years 8 months) – Center Closed / Acquisition

Business Process Outsourcing (BPO)

Partnered with the leadership team to develop and execute strategic business plans, operational goals, and performance metrics that drive productivity and ensure a high level of customer service and satisfaction.

Communicated and drove all customer service performance objectives to ensure achievement with center and corporate goals, achieved number #1 Ranking over other vendors.

Developed and retained a team of managers, providing coaching and developmental opportunities that continuously built and expanded both individual and team capabilities.

Managed P&L financial planning, achieving 23% direct monthly margin, through budget forecasting, budget tracking, capital planning. Including funding for center improvements to support employee motivational event days for each month.

Drove continuous operating improvements and quality performance of site operating metrics such as quality, productivity, staffing, training, attrition and costs.

Managed achievement of service level goals by 80/20 SL, ABN Rate 5%, AHT 3.26 min. average. Identified, analyzed and resolved a wide range of technical, process, operational issues providing quick & decisive solutions.

Achieved 6 new client businesses, through NCOs – Challenge of Champions by outperforming thru hard work.

Composed multiple winning RFI, RFP, RFQ and SOW responses 6 new prospective clients in a 2 year period.

Exceeded new client growth quota objectives by 90% in 2010, 130% in 2012 and 60% on 2013, ranked first in new revenue contracts sales in 2011, 2012 and 2013.

Full Call Center assessment /development from A to Z – (Policy, Processes, Procedures), established Partnership for Success “behavior indicators”, Management Development Plan “13 Key Learning’s, including Supervisory Performance Factors and Manager Success Factors.

Sales Growth (Collections, Telemarketing, Sales, and Customer Service) function went from 2 clients to 9 clients.

Aggressive Revenue Growth, outperforming company historic center from 268K to 1.2M monthly, 14.4 EOY.

Encouraged collaboration and support of cross-functional business initiatives to ensure quick resolution of business issues.

Champion development of leadership competencies that drove individual and team goals.

Provided expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand.

Drove recruitment, selection, and retention of highly qualified internal and external candidates maintained overall a 5% attrition. Kept a very close tracking reporting as “why” employees were terminated.

Partnered with leadership teams in providing effective communication, training, tools, and support that maximized organizational and employee effectiveness.

Maximized employee satisfaction, development, and performance through goal setting and performance management practices.

Fostered a MBWA culture of inclusion that encouraged department manager’s contribution, respect, and support of all types of employees all levels.

Created winning new client presentations utilizing MS Office – Word, Excel and Power Point, including assisting other BPO companies in Tijuana. Monthly motivational calendar of events managed by the committee members.

Call Center – Sr. Site Director

Alorica, Inc. - Topeka, KS

March 2007 – April 2008 (1 year 3 months) – Started: CMB Consulting Business

Business Process Outsourcing (BPO)

Staffing level: 1000 Agents / 45 Supervisors / 12 Managers / 1 HR Manager / 1 Recruiting Manager / 8 Trainers

Spearhead all special projects that are outside of the traditional scope of our offerings.

Project managed design, development and builds out of several call centers to support telephone carriers and enterprise clients then managed day-to-day operations. Led cross-functional internal, client and vendor teams through implementation and integration of call centers handling ordering, billing and repair functions. Established up to 1200 seat centers reducing unacceptable wait times while improving customer satisfaction through improved efficiencies.

Led over 16 resources providing IT, Call Center Technology, Network, Construction, Human Resources, Training, Quality Assurance and Business Unit Specialist through project planning, development of scope of work as well as creation of timelines, individual tasks, due dates, milestones and deliverables.

Responsible for budget and P&L of $32M, generating revenues of over $2.3M monthly.

Awarded the premier “White Glove” campaign for exceeding performance standards. LOB: Care CDMA (Sprint Wireless).

Recognized as the number one customer care center in the Sprint Enterprise. LOB: Business CDMA, TS CDMA.

Achieved Net Profit margin of 32% after one month of operation and surpassed other call centers in metric percentages.

Oversaw and Implemented of a complex WFM policy and procedures with short and long term goals creating logical, systematic and phased migration as well as transition plans to leaders. Full Call Center development from A to Z – (Policy, Processes, Procedures), established Partnership for Success “behavior indicators”, Management Development Plan “13 Key Learning’s, including Supervisor Performance Factors and Manager Success Factors.

Sales Growth (Telemarketing, Sales, Customer Service) function, awarded AT&T Wireless, DirecTV and SPRINT Wireless due to the successful performance

I was responsible for building 3 state-of-the art 1,200 seat / 65K sq.ft. call center in Topeka, KS from the ground up client was Sprint Wireless. Also instrumental in building two other call centers in El Paso, TX- 1,500 seat (165K sq ft) and Terre Haute, IN. 850 seat (58K sq ft) call centers, DirecTV & AT&T Wireless.

My great accomplishments in a short period of time, also awarded a seat on the Board of Director’s in Topeka,KC

Exceeded operational revenue growth objectives by 100% in 2007

Aggressive Revenue Growth 465K to 986K, expected to hit 12M EOY

Call Center – Sr. Site Director

Aegis Communications Group, Inc. - Terre Haute, IN

May 2002 – July 2004 (2 years 3 months) – Center Closed / Acquisition

Business Process Outsourcing (BPO)

Staffing level: 800 Agents / 16 Supervisors / 3 Managers / 1 HR Manager / 1 Recruiting Manager / 5 Trainers

Met and exceeded company’s operational goals for EBITDA, bill-to-pay, attendance, associate retention, schedule adherence and quality.

Full Call Center assessment /development from A to Z – (Policy, Processes, Procedures), established Partnership for Success “behavior indicators”, Management Development Plan “13 Key Learning’s, including Supervisory Performance Factors and Manager Success Factors.

Managed P&L financial planning, achieving 17% direct monthly margin, through budget forecasting, budget tracking, capital planning. Including funding for center improvements to support employee motivational event days for each month.

Increased employee training participation by 50% by adapting existing curriculum into online education modules (Prove It)

Aggressive Revenue Growth, added 6 additional new clients, total responsibility of 8 Fortune 500 clients and ARM/CRM accounts including successful RFI, RFP, RFQ and SOW responses.

Increased revenue growth from $269K per month to $1.3M-$1.8M per month. 21.6 EOY

Major accomplishments were having all seven client engagements reach a number #1 ranking five months consistently in 2003.

Increase margin percentage by 33% sales performance by 98%, reduced cost by 18% as program ran over $4 million annual revenue.

Produced over 48% of profit for the entire call center as #1 E-Loan.com producer of five different programs.

Call Center – Sr. Site Director

AT&T Broadband - Fife, WA

June 2000 – August 2001 (1year 3 months) – Center Closed / Acquisition to Comcast

Telecommunications service provider in Cable TV, Internet, and Telephone Services.

Staffing level: 600 Agents / 30 Supervisors / 5 Managers / 1 HR Manager / 1 Recruiter

Operated a successful call center of over 500 employees supporting multiple lines of business.

Managed Business Process Outsourcing (BPO) with multi-sites (APAC, West Group, Evergreen, and Convergys) overall cost savings of 52% in P&L labor cost.

Monitored the effectiveness and efficiency of the Call Center processes and assisted team managers in aligning company-wide processes and procedures to achieve agent metrics. Created successes through management and efficient processes which were adopted by other AT&T call centers.

Full Call Center development from A to Z – (Policy, Processes, Procedures), established Partnership for Success “behavior indicators”, Management Development Plan “13 Key Learning’s, including Supervisor Performance Factors and Manager Success Factors.

Aggressive Revenue Growth (Telemarketing, Sales, Customer Service) shot up by 46% due to bandwidth growth through Video, Data and Telephony technology.

Assisted in selection/staffing (e.g., recruiting, interviewing and hiring) of team managers using agreed upon procedure; worked with Resource Management to align near-term staffing levels with customer demand; worked with Marketing and Employee Development to define long-term staffing requirements.

Reported directly and worked closely with SVP and Directors to set specific performance requirements; worked with the other managers and supervisors to deliver against those goals; reported on 80/20 service level attainment and other call center performance metrics to senior management team. Made recommendations for improvements in the call centers performance during our quarterly business review.

HIGHLIGHT OF QUALIFICATIONS

Verticals/LOB’s:

- Telecommunication Services - CRM & ARM Account Clients

- Workforce Management - Financial Services

- Entertaining Services - Call Center Builder

- Telemarketing Services - Leadership Recruitment -

- Time Share Resort - Nearshore Facilitator

- Health Care Services - Call Center Consulting Service

- Transportation Services - Vendor Manager Services

- Home Improvement Services - Utilities Services

- Web Hosting Services - Mortgage & Auto Services

- Near Shore International Shelter Provider Services - Conservation Services

TECHNOLOGY SKILLS: Rolm, eTalk Software, ACD, WFS, e-WFM, Total View, Nortel, Meridian, Lucent, PBX, IVR/ARUII software, Voice Mail VX3 System, Executone IDS228, Aspect/TCS, Silent Board Readers, Data Circuits, CAT5 lines, T1 lines, Music on hold. Data Systems: Cable Data, FDR, CableTek, Easy System, ICOMS, CSG, Remedy software, Rumba, AS400, Knowledge Tool (Informi), Witness (Monitoring System), Voice Print, Blue Pumpkin (IEX), Avaya, CRM Tools, Genesys-WFM, Predictive Dialer, EIS Tanacom, IPCC, Rockwell, Fonality, eTalk-WFM, ShoreTel 9.0, Pipkins-WFM, Salesforce, Surado-CRM 5, RingCentral System.

Specialties: Call Center Start-Ups * Call Center Turn-Around * Business Process Outsourcing * Management “Leadership” Development * Newly-Appointed Management Training * Business “LOB” Performance Improvements * Improving Organizational Communication, New Call Center Build - Outs.

Roles: VP of International Call Center Operations, Call Center Consultant, General Manager, Team Builder, Site Director, Sales Manager, Service Manager, Call Center Supervisor, SME/Trainer, Project Manager, Call Center Analyst, Assessment Facilitator and New Call Center build outs.

Education: Orange Coast College, Costa Mesa, CA and Santa Ana College, CA - Management and Business Studies: Self Study Extensive Management Workshops and Seminars: Sales Training, Motivation Training, Leading the Broadband Way, Interactive Training, Problem Solving Skills, Project Management Strategy, IDEAL Usage, Online Management courses.

Associations: Group W Cable; Employee of Month; Continental Cablevision National Manager of the Year; Member of The Association of Call Center Managers (ACCM); Formerly a Board Member on the Go Topeka Chamber of Commerce; CMB Consulting Services, LLC – (Business Start-Up), BPO Executives, Customer Experience VIP’s, Cable-TV, Best Practices in Call Centers Worldwide – MeticNet, BPO Vendor Management Professionals, COPC, Inc.

Bilingual: English & Spanish Speaking; (U.S. Citizen)

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