Customer Service Information Security

NOE J. AVALOS

JUPITER, FL 714-***-**** *********@*****.*** www.linkedin.com/in/noeavalos

OPERATIONS MANAGEMENT EXECUTIVE

Bilingual executive with 20+ years’ experience and successful track record building, leading and scaling large support teams within the B2B security, call center and electronic monitoring arena. Successful track record in operational excellence and creating a culture of continuous improvement. Operations Leadership – Process Analysis & Improvement – Facilities Management High-Impact Employee Training, Development & Engagement – Fluent in Spanish SaaS: Salesforce (CRM), ServiceNow, Monday.com, Smartsheets, Lucidcharts, G-Suite Risk360 (Proprietary), SureView Immix, SGS Stages, Symmetry Guest SQL Server - MS Office Suite – Theos – Great Plains (Dynamics) – SharePoint CAREER EXPERIENCE

CONSULTANT, GLG Consultants, Boston, MA, February 2017 – Present

SME with 17+ years’ experience in manufacturing, monitoring, GPS, and industry stakeholders.

Consults on as needed basis for stakeholders within the electronic monitoring arena.

Shares deep expertise in effectively envision, develop and implement new strategies to streamline processes, improve service delivery and innovate talent development initiatives. DIRECTOR, TECHNOLOGY SERVICE CENTER, G4S Secure Integration, LLC, Burlington, MA, 2016 – Present Leads operations for 3 departments: Cash360, Security Operations Center & Tier 3 Help Desk Support Mentors, trains and motivates large teams, promotes a teamwork culture to exceed company goals. CASH360: Cash Management program, coordinated field operations and installation teams.

Built team from 2 to 48 in 2 call centers to support Tier 1 & 2 teams and equalize workload.

Established SLA’s and KPI’s working directly with the largest and most challenging customer.

Consistently surpassed SLA by 15% without increasing staffing patterns.

Created a knowledge-based system (KBS) to manage in-use field equipment documentation.

Implemented accountability-based employee program with 1-on-1 program with key metrics.

Aligned with corporate governance and transitioned call center to a new division. SECURITY OPERATIONS CENTER (SOC): SOC houses the information security team and security agents responsible for monitoring and analyzing our customers’ security posture on an ongoing basis.

Leads efforts to analyze and respond to security incidents using tech solutions and processes.

Realigned P&L by centralizing support functions, eliminating projects, reallocating existing staff.

Exited high cost building and for streamlined business space. Completed move in less than six months. Increased revenue by 220% over a three-year period.

Created a tiered model for employee development promoting engagement and reduced turnover.

Aligned KPI’s and SLA’s with industry standards. Created playbook for managed services.

Mentored sales teams in solutions-selling approach and increased sales pipeline activity.

Initiated opening of a second operations center for redundancy and improved reliability. TIER 3 HELP DESK SUPPORT:

Managed dedicated nation-wide team to solve difficult issues surrounding system installations.

Coordinated team efforts in troubleshooting, configuration, database administration, and infrastructure repair issues. Standardized toolsets used for customer communications.

Established training program and improved first-call resolution rate.

Created knowledge base for legacy systems.

Transitioned department to Service Department as part of overall P & L alignment. VICE PRESIDENT OF MONITORING OPERATIONS, June 2013 – March 2016 Sentinel Offender Services, LLC, Irvine, Ca 1999 – 2016 Employee of The Year – 2010 Reported directly to COO and company owner. Ensured 30K+ alarm calls were handled effectively and efficiently. Oversaw 1,474+ outbound and 166 inbound calls / day; 98.1% handle rate. TALENT MANAGEMENT, TRAINING & RETENTION

Tasked with world class service delivery and created lean call center operating methods.

Developed and implemented a 3-tier training initiative for 45 call center employees.

Identified specific career paths, increased employee knowledge and customer service delivery and reduced employee turnover rate from 78% to 9%. Tracked team performance for effectiveness. BUSINESS OPERATIONS, PLANNING & BUDGETING

Reduced budget by $350K annually, contract fees by $500K over a 2-year contract.

Obtained over $100k in credits from wireless vendor, decreased invoices by $20K per month.

Maintained 100% customer retention during recent merger. CALL CENTER MANAGEMENT & QUALITY ASSURANCE

Monitored average handle call times (AHT), shrinkage, abandonment rates, coordinated all ACD for skill- based routing, blended agents, call logging, and Interactive Voice Response (IVR) systems.

Inspected and monitored business processes, procedures and metrics to improve company.

Led ISO 9001 recertification process for monitoring center, warehouse, equipment services, human resources, staff training and software design to ensure compliance. PRODUCT DEVELOPMENT LIFE CYCLE ENGINEERING

Worked closely with IT and Engineering on new GPS and RF product development.

Collaborated on the creation/testing of OEM product and monitoring system within tracking devices.

Utilized electronics knowledge to engineer products and develop testing protocols. DIRECTOR OF INTERNAL OPERATIONS, July 2008 – June 2013

Supervised Warehouse, Monitoring Center, Procurement, Manufacturing, National Field Operations.

Managed staffing allocations, performance management and compensation metrics.

Developed IT solutions and facilitated vendor management. Performed budget analysis. NATIONAL MONITORING CENTER MANAGER, April 1999 – July 2008

Managed call center operations between clients, supervisors, and call center employees. EDUCATION

BACHELOR’S DEGREE, (B.S.), ORGANIZATIONAL LEADERSHIP, MAGNA CUM LAUDE Chapman University, Orange, CA

ASSOCIATES OF SCIENCE DEGREE, (A.S.), COMPUTER ELECTRONICS AND BUSINESS SYSTEMS High-Tech Institute, Phoenix, AZ

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