Vice President

CARLOS E. IBARRA

PERSONAL SUMMARY

CONTACT INFORMATION:

Telephone: 305-***-****

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

LinkedIn:

linkedin.com/in/carlos-ibarra-a2686892

CAREER HISTORY

(Plano, TX) 800-***-****)

Interpret and analyze data to create and implement solutions that benefit each department within organization. Proficient knowledge in statistics and analytics. Exceptional understanding of business operations. Investigate and conduct studies on the forecasts, demand, product trends and performance. Including partnering with Executive and Department leadership to create dashboard scorecards. Work alongside CRM developers to create and implement workflows to improve execution and performance. Developed and implemented workforce management strategies.

Director of Corporate Analytics, October 2018 -Present Credit RP

(Plano, TX) 800-***-****)

Oversight of 425 seat multi-site call center programs (Cable $25MM, Tolling $15MM, Utility $8MM) including training, inbound/outbound dialer strategy for first/third party collections and support services department. Maintain direct client relationships. Work alongside business development team on new proposals and additional business opportunities with current clients. Provide analytical reports to COO and CEO on program objectives, program performance and performance-based incentives. Architect of internal database solution with integrated requisition management, orientation, training, attendance tracking, employee evaluation and other HR functions.

Other architect database solutions:

QA, Program Reporting, Client Program Agenda Tracker. Oversee P&L financial reporting, budgeting responsibilities and performance analysis on actual results versus planned. Reduced call center attrition to 25% annually.

Vice-President, Call Center Services, Jan. 2015 – August 2018 ETAN Industries

(Richardson, TX) 214-***-****)

Manage multiple tolling projects: MDX (Miami), THEA (Tampa), DRJTBC

(Delaware), NTTA (North Texas), UDOT (Utah) and assist in others as SME. Increased efficiency in production by applying best practices. Suggested improvements to client via change orders and/or system upgrades. Implemented CRM for CSC in order to develop KPI’s for evaluation and productivity purposes.

Created information intranet site for daily operations and training. Created QA database for workload tracking and reporting. Review and make recommendations based on self-developed daily analysis reports of business trends. Financial P&L reporting, forecasting and budgeting for multiple tolling projects with a combined revenue of $100MM. Proposal team member for all operational bids. Certified Toll Enforcement Officer. Operations Program Manager, Aug. 2011 – Jan. 2015

Electronic Transaction Consultants Corporation

Twenty years of combined

management experience in

Customer Service, Sales and Data

Analytics. Management experience

in multi-site centers including remote

staff, work force management,

forecasting, sales performance,

training, recruiting and marketing

analytics.

Expertise in process improvement,

automation and lean methodology.

Profit and Loss management for

multiple projects; including

government contracts.

Proficient in areas of inbound calls,

outbound calls (dialer), delinquency,

collections, sales, internet sales,

technical support, and software as a

service. Skillful at communicating

with C-level management, senior

management, vendors and internal

departments.

Executive Leadership

PROFESSIONAL SKILLS

QuickBooks • ADP WORKFORCE •

Salesforce (CRM) • WinOMS •

Vision • ZOHO (CRM) • Oracle E-

Business Suite • Crystal Reports •

Excel • PowerPoint • Access •

Photoshop • CareCloud • Clover

POS • Aloha POS • Literate in

Microsoft Office Suite including

Dynamics • Advanced Excel •

Salesforce Lightning • Exponent •

Time Clock Plus • ADP Payroll • ADP

CRM • RTI Floral Management

System • Desktop Reporting • Cosmo

Call Universe • MONET • ASPECT •

AVAYA CMS • AVAYA POM• Live Vox

• Certified Toll Enforcement Officer

(TEO-Miami Dade County) • first &

third-party account management.

(Miami, FL) 866-***-****)

Manage escalated client support and 15 direct reports. Created and maintained CRM database, along with other databases crucial to day-to-day operations. Work with project management department by taking lead in projects that dealt with software development and deployment, sales, and daily operations. Took previous experience in developing intranet department site to help keep better communications between departments and applied it company wide. Improved service levels by analyzing and forecasting call volume with scheduling. Conducted skills set assessments of CSR’s in order to maximize their multitasking abilities. Customer Service Supervisor, Aug. 2010 – July 2011 QPay

(Coral Gables, FL) 305-***-****)

Achieved top sales standing for two luxury brands every year. Certified by Jaguar and Lotus for sales. Created a customer retention list, department sales reports, and schedules. Involved with department marketing plans, inventory ordering, dealer trades, and service assistance. Assisted VIP customers as per request and referrals.

Sales Associate, Mar. 2006 – Aug. 2009

The Collection

EDUCATIONAL HISTORY

Jan. 1998 – May 2004

Activities:

Fraternity (Phi Sigma Kappa)

Intramural sports.

Business Administration

Florida International University

LANGUAGES

Fluent in Spanish

(Miami, FL) 305-***-****)

Manage 6 office and 25 field employees with individual duties. Office operation include daily process of documentation for service nationwide, collection on invoices, and data entry personnel efficiency. Monitor field employees on their workload productivity daily. Act as first point of contact for clients with special requests. Work along with newly acquired clients on basic operations with service of documentation.

Office Operations Manager, Jan. 2005 – Dec. 2005

Gissen & Zawyer Process Service

(Miami,, FL)

Oversee and improve day-to-day operations, i.e., staffing, processing orders, payroll, schedules, marketing, and network administration. Create and implement bonus compensation plan to increase closing ratios and low abandoned rates, resulting in increased sales for 30 direct reports. Create database for the purpose of allocating marketing funds to proven markets accounting for two-thirds of day-to-day sales. Improve efficiency of processing orders by parsing job duties to increase individual productivity. Operations Manager, July 2004 – Jan. 2005

American Blooms

(Miami,, FL)305-***-****)

Manage call center of 200 customer service representatives (CSRs) for telecommunications services provider, including personnel scheduling and development of evaluation criteria for CSRs. Work with sales in development of new products based on demographics and product knowledge. Improve communication with Network Operating Center by creating and implementing problem-reporting system. Developed and conducted training classes for newly hired CSRs and created continuous training and support for existing CSRs, including incentive plans to reduce costs and increase efficiency. Assist Human Resource with hiring and interviewing process. Responsible for company-wide time-keeping operations and for PBX/queue set up and integration of voicemails with IVR options.

Customer Service Manager, Dec. 2000 – Jan. 2004

Intelligent Switching & Software LLC

REFERENCES

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