Resume
Resume:
Michael R. Vasquez
Tel: 305-***-**** – ***********@*****.***
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EXECUTIVE MANAGEMENT • CALL CENTERS • CUSTOMER CARE • CONSULTING
SUMMARY OF QUALIFICATIONS:
More than 12 years of progressive inbound and outbound call center management, training and development, sales/account management and client services experience, culminating in executive-level profit & loss accountability, regarding the administration of call center and contact operations, implementation of effective systems, tools, procedures and the development of new business and human resources management.
Proven track record of enhancing company's operations and production records, as well as directing increased sales and profit growth through inbound and outbound teleservices campaign development.
Expertise in planning and implementing extensive business to business and business to consumer teleservice functions for major Fortune 500 and Fortune 200 corporations, as well as developing and implementing technical support systems to satisfy the needs of call center facilities. Extensive experience in human resources management, recruiting, training and employee development both management level and staff personnel.
Diversified background in directing and coordinating operations and personnel, including executive responsibility for company's profit & loss position.
• Prepared and administered budgets and analyzed/identified opportunities for reduction in operating costs.
• Examined requirements and established policies, procedures, plans and internal controls to efficiently guide operations, with commitment to TQM and client relations.
• Successfully revised call scripting, resulting in increased production levels and customer satisfaction.
• Organized staffing plans and directed the recruitment, selection, assignment, training, development and motivation of personnel.
• Demonstrated results in organizing and implementing cost-effective systems and procedures.
• Excellent communication and interpersonal skills, with proven leadership ability.
Extensive experience in organizing and directing successful efforts to develop client base and enhance business volume and profitability of operations.
• Developed and implemented strategic objectives and organizational structures for inbound and outbound sales operations.
• Analyzed business conditions, industry trends, competitive influences and demographic factors that identify opportunities for business growth.
• Broad experience and capability in a variety of related areas, including proposal preparation, negotiations and contracting.
• Acquired and cultivated key account relationships.
• Direct liaison with top-level personnel for key accounts to effectively market services.
• Generated weekly tracking reports, analyzed project results and evaluated market-share.
• In 90-day period, re-established telesales department, hired, trained management and representatives, while generating new revenue.
TECHNICAL EXPERIENCE:
AS400, Advant-Edge, ETW, MS/DOS, Crystal Reporting, DDSS, Microsoft Word, Excel, PowerPoint, Outlook Lotus Notes, Reflections2, ACD, IVR, e-FORCE Workforce Management Software, IEX Totalview, Witness, Project Management, CMS, CentreVu Software, Symposium, EDGE Client, EDGE Developer, Predictive Dialer, AT&T Call Center Solutions Software, Oracle Database Management.
M. VASQUEZ - PAGE 2
WORK EXPERIENCE:
MOLINA HEALTH CARE OF FLORIDA MIAMI, FL 7/2008 – Present
Member Services and Grievance and Appeals operations
Director
• START UP OPERATION
• Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives.
• Successful planning and implementation of all call center operations.
• Oversee all Customer Service related operations within department and company.
• Developed, reviewed, and implemented policies and standard operating procedures.
• Organized staffing plans and directed the recruitment, selection, training, motivation and development of staff.
• Mapped departmental functionality to identify and implement process improvements, including workflow re-design,
and full automation (paperless environment)
• Drive the Company’s effort to maximize its new patient enrollment
• Ensure compliance with government standards of accrediting and regulatory agencies such and Medicaid and AHCA.
• Directing the implementation and execution of employee reviews, discipline, coaching and counseling, and policy
• Ensuring weekly and monthly performance goals are met or exceeded .
• Analysis of call metrics and performance data; developing and implementing additional reporting tools and
metrics as needed to measure the department and intra-departmental teams in addition to individual agents
• Driving the volume of outbound calls to existing patients regarding welcome calls and surveys.
• Accountable for ensuring the highest level of quality and compliance on all in/outbound calls throughout the enterprise.
• Developing and implementing innovative customer relationship initiatives
• Implemented call monitoring and recording capability
• Oversee and review as necessary tracking of all patient contact
UNITED HOME CARE SERVICES MIAMI, FL 5/2007 – 3/2008
Customer Care and Information Center
Director
• Successfully restructured and reorganized Customer Service staff and operations to enhance efficiency and economy.
• Oversee all Customer Service related operations within department and agency
• Developed, reviewed, and implemented policies and standard operating procedures.
• Organized staffing plans and directed the recruitment, selection, training, motivation and development of staff.
• Mapped departmental functionality to identify and implement process improvements, including workflow re-design,
and full automation (paperless environment)
• Drive the Company’s effort to maximize its new patient enrollment
• Ensure compliance with government standards of accrediting and regulatory agencies
• Directing the implementation and execution of employee reviews, discipline, coaching and counseling, and policy
• Ensuring weekly and monthly performance goals are met or exceeded
• Analysis of call metrics and performance data; developing and implementing additional reporting tools and
metrics as needed to measure the department and intra-departmental teams in addition to individual agents
• Driving the volume of outbound calls to existing patients regarding order/re-order.
• Accountable for ensuring the highest level of quality and compliance on all in/outbound calls throughout the enterprise.
• Developing and implementing innovative customer relationship initiatives
• Implemented call monitoring and recording capability
• Oversee and review as necessary tracking of all patient contact
M. VASQUEZ - PAGE 3
HUMANA INC. MIAMI, FL 09/2004 – 5/2007
Direct Marketing Services
Operations Manager (Care Plus division)
• Successfully restructured and reorganized sales staff and operations to enhance efficiency and economy.
• Accountable for contribution margins and budget control.
• Devised innovative sales plans and introduced incentive programs, which resulted in overachieving all sales goals and objectives.
• Served as consultant to clients and high-level executive liaison that provided optimal levels of support and service, as well as problem resolution.
• Established, performed and instructed personnel on training programs for the available product set, and managed technical support resources.
• Created calling scripts, training manuals and quality control procedures.
• Managed Telesales contact center seats and over $3.5 million in annual revenue.
• Provide stability and direction for business unit, including plans for successful integration and re-organization in coordination with business partners.
• Demonstrated leadership in multi-task, complex environment.
• Strong analytical skills, providing direction, mentoring direct reports, facilitating change, understand resource capabilities and drive the core competencies of the organization.
• Participate in cross- divisional projects and task teams.
• Maintained employee retention and increased percentage of client(s) metrics and initiatives achieved.
INTERACTIVE CORP (IAC) MIAMI, FL 11/1999 – 9/2004
Directv (PRC)Division
Call Center Manager
• Management and development of inbound sales programs. Establish and implement technical and related interdepartmental operations support.
• Develop proposals for prospective accounts and keep track of program details and costs.
• Development of training strategies.
• Coordination of internal department responsibilities and functions to meet business objectives.
• Successfully restructured and reorganized sales staff and operations to enhance efficiency and economy.
• Accountable for contribution margins and budget control.
• Devised innovative sales plans and introduced incentive programs, which resulted in overachieving all sales goals and objectives.
• Established, performed and instructed personnel on training programs for the available product set, and managed technical support resources.
• Created calling scripts, training manuals and quality control procedures.
Interval International Division
Floor Supervisor
• Managed daily operations of a inbound and outbound call center.
• Directed multiple programs and business initiatives.
• Established call center standards and procedures, providing for a more efficient and effective level of operation.
• Evaluated personnel and program development, that ensured service objectives were met.
• Formulated and implemented training material, increasing sales/technical production and customer satisfaction.
• Conducted weekly sales strategy meetings that motivated sales team to meet and exceed goals.
• Monitored & ensured compliance with company guidelines, budgets and levels of customer service.
M. VASQUEZ - PAGE 4
INDEPENDENT CONSULTING Quito, Ecuador 6/2003 – 3/2004
• Direct the setup of entire service/sales center including office location and set-up, all hardware, software and telecom.
• Examined requirements and established policies, procedures, plans and internal controls to efficiently guide operations,
with commitment to TQM and client relations.
• Successfully revised call scripting, resulting in increased production levels and customer satisfaction.
• Organized staffing plans and directed the recruitment, selection, assignment, training, development and motivation of
personnel.
• Organize and implement cost-effective systems and procedures
• Oversee creation of calling scripts, training manuals and quality control procedures
• Structured processes for all call scenarios and ensured proper call flow through the Call Center
NEW LIFE TRAVEL QUITO, ECUADOR 7/1994 - 7/1999
Office Manager
• Managed daily operations of travel agency including payroll, personnel and HR
• Established sales standards and procedures, providing for a more efficient and effective level of operation.
• Evaluated personnel and ensured sales objectives were met.
• Trained employees to increase sales production and customer satisfaction.
• Conducted monthly sales strategy meetings that motivated sales team to meet and exceed goals.
• Ensured compliance with company guidelines, budgets and levels of customer service.
• Delivered marketing presentations to corporate prospects promoting services
EDUCATION:
U.T.E. (Universidad Tecnologica Equinoccial) Quito, Ecuador
Bachelor’s Degree - Business Administration
Active State of Florida 2-40 health license
Fluent in English and Spanish
EXECUTIVE SEMINARS & WORKSHOPS:
• Roles of Leadership.
• Disciplines of business execution.
• Principled centered leadership.
• One minute Manager.
• Team building, benchmarking, and customer relations.
Contact this candidate