Customer Care Manager

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LIA PALMA

***** ******** ****** ** ******, Texas 77386 832-***-**** ***.*.*****@*****.*** BILINGUAL CUSTOMER CARE MANAGER

Multi-client Management / Global Markets / Virtual Call Center/ Outsourcing

Expertise in the directing and management of bilingual operations and quality teams in the execution of corporate processes and training and the effective implementation of multi-vernacular interpretation.

Respected builder and leader of customer-focused teams; Established and maintains a positive work environment that encourages excellence, rewards performance, and enhances employee growth through training and development programs to achieve team and individual goals and to improve operational efficiency and adaptability.

Demonstrated success driving growth through implementation of key processes. Decreased bilingual queue’s handle time and after call work measures to exceed the stretch, production goals of the non-bilingual queues. Top performing organizational manager for over 24 months. Then assigned globally to train and develop supervisors at off-shore sites.

Communicated with customers, clients, management, internal departments, and vendors to coordinate overall operations and training efforts in accordance with corporate goals.

Spanish Call Flow Development Facilitation of Site Ramp Up/Down

Translation of Industry Specific Glossary Virtual Call Center Transitioning

Supervisory Training & Development Team Building & Management

Policy & Procedure Improvement Quality Assurance Management PROFESSIONAL EXPERIENCE

SENIOR CALL CENTER MANAGER

HARRIS HEALTH SYSTEMS – Nov 2015 – March 2019 - Houston, Texas Managed call center supervisor leadership team, responsible for managing day to day operations of 120+ CSRs inbound scheduling center for all Harris Health Systems hospitals and clinics, including call center, training, and quality team.

Selected Contributions:

Implemented recognition programs to cultivate customer relationships to better understand their needs and acting as a client advocate.

Decreased unproductive time by 40%.

Decreased abandoned calls by 5%.

Made all personnel decisions including interviewing and hiring.

Worked closely with providers to ensure scheduling protocols were updated to maximize efficiency in the clinics.

Successfully developed a pilot program to increase the enrollment and use of MyHealth (MyChart) in both the clinics and call center.

BILINGUAL CALL CENTER MANAGER

STARTEX POWER/CONSTELLATION – 2012 – April 2015 - Houston, Texas Manage call center supervisor leadership team, responsible for managing day to day operations of 50+ CSRs inbound/outbound call center, including call center, training, email/chat and quality team. Successfully managed, mentored, coached and lead call center team. Selected Contributions:

LIA PALMA Page Two

Professional Experience Continued

Implemented recognition programs to cultivate customer relationships to better understand their needs and acting as a client advocate.

Utilized strong leadership skills to inspire employees to maintain peak performance and productivity levels while maintaining morale.

Made all personnel decisions including interviewing and hiring. BILINGUAL CUSTOMER CARE SUPERVISOR

STARTEX POWER/CONSTELLATION – 2010 – 2012 - Houston, Texas Supervising call center, responsible for providing commercial and residential clients with electric utility services in the deregulated, Texas, utility market. Managing complex and escalated customer issues to resolve client dissatisfaction and ensure proper resolution and follow-up.

Selected Contributions:

Implemented best practice that included a quality assurance legend and documented process of call extraction to empower agents. These processes allow agents to understand the Quality Assurance KPIs and increase First Call and Issue Resolution.

Managing the routing of call volume to appropriate queues to ensure SLAs, such as ASA, are met. Developed process that effectively managed agent e-correspondence focusing on issues such as grammar & spelling.

Responsible for the full agent performance experience, including hiring, agent development, coaching and disciplinary action.

BILINGUAL CUSTOMER CARE MANAGER,

GLOBAL BILINGUAL QUALITY ASSURANCE MANAGER

CAPGEMINI – 2004 – 2008 - Irving, Texas

Manager in 400 seat call center responsible for multiple clients including Electric Utility Providers and Transmission & Distribution Service Providers. Identified areas of opportunity in processes and procedures that included training for bilingual agents, call handling techniques and quality assurance guideline enhancements for Spanish speakers. Implemented call scripting and glossary definitions based on regional dialects and created escalation processes that would facilitate expeditious resolution of customer concerns. Selected Contributions:

Top performing global organizational manager out of 20 managers for over 24 months. Led organization in meeting client’s Operations, Quality and CSAT performance goals.

Member of SWAT team that consisted of managers, supervisors, agents, quality and training to ramp up new sites or revamp low performing sites by providing best practices and identifying defects at all levels. Provided analysis and recommendations for next steps in both the hiring and training processes with immediate feedback given to personnel to decrease attrition.

Managed 50 Virtual agents transitioning from the main 400 seat Houston Call Center to the Work-At-Home Telecommuting project. Virtual agents continued to exceed CSAT and Call performance goals.

Solid leadership skills with the ability to build and guide top-performing teams: Special project included the assignment of bottom 20% performing supervisors and care agents. Increased performance to top 30% with successes in the top 10%. Effective communication with management, vendors, and internal departments to coordinate overall operational efforts.

BILINGUAL CUSTOMER CARE SUPERVISOR

TXU ENERGY/CAPGEMINI ENERGY – 2004 - Sugarland, Texas Managed a team of Bilingual (Spanish) Customer Care agents in the sale and service of electric utilities in the deregulated, Texas energy market. Directed and evaluated team in providing service to customers in the activation of new accounts, inquiries for billing and credit servicing and the collection of delinquent accounts. Tracked, projected, and reported both team and individual performance. Assisted in the translation of Spanish training, product marketing collateral and the analysis of team CSAT data to improve overall quality and Key Performance Indicators (KPI). Selected Contributions:

Identified areas for improvement in the English only training classes to provide translated scripting to positively impact agent transition from training environment to live call taking.

Created best practices for tools usage and rewarded team members for the implementation of a best practices that decreased call handling objectives.

Tested and recommended processes that would improve the customer experience and quality assurance goals, decrease After Call Work (ACW) and assist in meeting the Average Speed of Answer (ASA) goal of 15 seconds. BILINGUAL CUSTOMER SERVICE SUPERVISOR

RMH TELESERVICES/MCI WORLDCOM - 2001- 2003 - Houston, Texas Worked within a team environment to carry out a full range of customer care and quality assurance functions. Managed team of Care representatives in the up-sell of telecommunications products and services. Established employee performance tracking process to identify agents not meeting RCH (Returned Calls Handled) and CMS (Customer Monitoring Score) goals.

Selected Contribution:

Demonstrated immediate talents upon hire and excelled quickly to become recognized by management.

Maintained the top Sales and Quality performance team out of 18 for seven consecutive quarters from 2001 to 2003.

Managed and developed up to 30 top performing CSRs by identifying and implementing goal translations for each individual representative to ensure all goals were exceeded. EDUCATION & CREDENTIALS

1996-1999 Stephen F. Austin State University Nacogdoches, TX LANGUAGES

Spanish and English Fluent - Written and Spoken

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