***** ***** ****** #**-*

Boca Raton, FL *****

Dear Sir/Madam:

Attached please find my curriculum for your review. As an experienced Consultant and Director of Customer Care my focus and enthusiasm has been customer loyalty through process improvement. Development and implementation of programs that focus on, and drive, the business strategy to support corporate goals and culture, as well as engage employees in success, are at the forefront of my business plans. My experience in business strategies includes, but is not limited to:

restructure business for process optimization and product delivery

drive strategies to align with roadmap, streamline processes and reduce cost

develop business cases for process improvements

create initiatives to drive revenue and enhance CX

lead change management through engagement

manage loyalty surveys and drive related improvement As call center Director I have driven initiatives in the areas of:

CX improvement through existing and increasing channels

supplier relations and contract negotiations (air/car/hotel, BPO, telephony systems, QA)

project management for business development (RFP, SOW, Master Agreements)

IVR systems, WFM processes, online payment solutions, call tree redesigns

curriculum development, training, quality, NPS focus to drive CX and CSAT

goal setting and achievement through introduction and support of SLA/KPIs I drive results by engaging employees in the corporate mission, providing empowerment and ownership training, all resulting in dedication to success.

As a leader of multicultural teams across domestic and international borders I engaged in, and instituted, diversity programs to drive awareness. My bicultural background (US/Dominican Rep/Mexico) and fluency in Spanish have been instrumental in expanding my circle of influence.

I trust my experience will be of value and look forward to the opportunity to meet with you. Sincerely,

Mariana Perea

MARIANA PEREA

21748 Juego Circle #21-E

Boca Raton, FL 33433

904-***-****/C

adesyy@r.postjobfree.com

SKILLS SUMMARY

Work Force Management SLA/KPI & dashboard development BPO relationship/process mgmt Marketing strategies Curriculum and training programs CX/NPS strategies/improvement Training Development Design Program/product management Spanish & English fluency Call center operations/management Disney Quality training Health/Life/Annuities license FL PROFESSIONAL EXPERIENCE

Consulting

The Leisure Pass Group – HEAD GLOBAL CUSTOME CONTACT (contract) NOV 2018 – MAR 2020

- Design, lead, and implement a global transformation initiative related to product

- Create and develop strategy to provide 3rd party 24/7 support with multi-lingual service

- Lead, create and execute a cohesive strategy with tangible goals, performance, and quality metrics

- Collaborate with sales and operations to align strategy and execution so CX is consistent and optimal Hawaiian Airlines – SR MANAGER RESERVATIONS (contract) AUG 2017 – SEP 2018

. Manage outsourced0n contact center operations and vendor management team

. Ensuring delivery of contractual SLAs and KPIs (SLA, overall efficiency, CSAT, staffing, attrition, & financials)

. Redesign IVR for deflection purposes

. Develop and deliver service and brand training to enhance CX and engage staff through incentives and rewards Florida Public Utilities Company (a Chesapeake Utility company) MAR 2011 – APR 2016 DIRECTOR, CUSTOMER CONTACT, FL

· Develop and drive KPI, business model, incentive and rewards program

. Develop and implement Manage-Supervisor-staff quality training, escalation process, Lead desk

. Develop and drive Customer Loyalty/NPS program – increase in NPS by 20%

. Develop Call Center virtual environment across 7 sites and 3 states

. Corporate Training Development (manual, collateral, material, design, delivery – APR’16-SEP’16 contract) American Express MAY 2005-FEB 2011

MANAGER CENTURION TRAVEL NETWORK, Jacksonville, FL

· Call Center Manager – 350+ staff; drive network models in consultative selling of luxury travel Projects and process implementation

Drive service recovery programs resulting in customer satisfaction/retention Process change in escalation process - $1.6M cost reduction in 63 FTE Process change in Queue dept - $700K cost reduction (19FTE) Process improvement in Cruise & Tour – 30% sales increase Empire Travel AUG 2002-MAY 2005

GENERAL SALES MANAGER, Denver, CO

· Manage and negotiate airline contract bulk and net rate contracts for group and individual sales

· Business management and development, planning, facilities, operations, sales, product training

· Manage media, public relations, advertising, vendor contracts, marketing/telemarketing and payroll

· Human Resource administrator

Mexicana Airlines JAN 2002 - APR 2002

CALL CENTER MANAGER (Contract/Consultant), San Diego, CA

. Consultation on near shore outsourcing process

· Program management - telecommunication applications US to Mexico

· Develop training, motivation & incentive programs, and sales strategies American Express NOV 2000 – OCT 2001

TEAM LEADER, BUSINESS CORPORATE TRAVEL, Denver, CO

(Office closure Oct.’01 due to Sept.11)

· Lead a team of travel counselors in the performance of their duties

· Monitor, quality test, increase performance by strategic leadership.

· Develop strategies to meet corporate and business unit goals US West/Qwest Telecommunications DEC 1998 – NOV 2000 RESOURCE ALLOCATION MANAGER, Denver, CO

(Downsized Nov.’00 due Qwest acquisition)

· Forecast, track and report call behavior in a call center of 180 employees.

· Manage shrinkage

· Manage team of data specialists in resource allocation LOOP PROVISIONING CENTER CSM - Denver, CO

· Manage and coordinate duties of Plant Line Assignors and Held Order Agents

· Union negotiations with CWA

· Responsible for organizing cross utilization of resources to maximize productivity Mexicana Airlines SEP 1990 – DEC 1998

(Downsized; closing offices in U.S.)

SALES ACCOUNT EXECUTIVE – Denver, CO

· Statistic compilation in conjunction with yield management for revenue maximization

· Public relations with media and government officials and community leaders (multi cultural)

· Draft proposals and negotiate vendor contracts in English and Spanish RESERVATIONS COORDINATOR - San Antonio, TX

· Manage team overseeing functions in telemarketing strategies for 170+ employees

· Lead disciplinary proceedings dealing with attendance and performance in a union shop

· Train and develop staff in business processes, self-motivation, tariffs, regulations, customer service RESERVATIONS/AIRPORT SUPERVISOR - San Antonio, TX

· In depth knowledge of tariff regulations; liaison to DOT

· Create operational procedure manuals for support desks

· Liaison to AT& T in a T1 Environment; creation of ACD call routing tree for call distribution EDUCATION

MBA TOEFL Adult Education FL Health/Life/Annuities License CERTIFICATIONS

Birkman Method Assessment AT&T Call Routing II Managing within the Law Dale Carnegie Toastmasters International SGA Customer Service Core Team Labor relations Disney – Quality Service Leadership and Negotiating Techniques CIVIC WORK

Volunteer - American Diabetes Assoc. Volunteer Ocean Journey Volunteer Downs-syndrome Children Volunteer Methodist Hospital Volunteer Junior Achievement Elf Louise Christmas for Tots Volunteer World Vision Leader AMEX Diversity Member Denver Hispanic Chamber

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