Carlos Baltierra: in Corona, CA

Business Process Outsourcing (BPO) Partnered with the leadership team to develop and execute strategic business plans, operational goals, and performance metrics that drive productivity and ensure a high level of customer service and satisfaction. Communicated and drove all customer service performance objectives to ensure achievement with center and corporate goals. Developed and retained a team of managers, providing coaching and developmental opportunities that continuously built and expanded both individual and team capabilities. Drove continuous operating improvements and quality performance of site operating metrics such as quality, productivity, staffing, training, attrition and costs. Managed achievement of service level goals. Identified, analyzed and resolved a wide range of technical, process, and operational issues providing quick and decisive solutions. Encouraged collaboration and support of cross-functional business initiatives to ensure quick resolution of business issues. Champion development of leadership competencies that drove individual and team goals. Provided expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand. , International Operations Drove recruitment, selection, and retention of highly qualified internal and external candidates. Partnered with leadership teams in providing effective communication, training, tools, and support that maximized organizational and employee effectiveness. Maximized employee satisfaction, development, and performance through goal setting and performance management practices. Fostered a culture of inclusion that encouraged employee contribution, respect, and support of all types of individuals.

Consulting projects for the following companies: * NexHorizon Cable TV, Chula Vista, CA. * ADMS Corporation/Southwest Strategies, Lake Forest, CA. * Workforce Solutions, Foothill Ranch, CA. * DCL Corporation, Ontario, CA. * VXI Global Solutions, Los Angeles, CA. Project managed assessment of current call center organization then delivered recommendations and project plans to reduce labor, improve efficiencies, enhance data collection and eliminate work duplications. Deliverable included Comprehensive Functional (Hybrid) Assessments. (Financial, Billing, Data Security/Privacy, IT and Telecom) Interviewed management and staff to better understand its front-line processes and transactions. Researched technologies available within the marketplace and provided impact assessment to client’s environment.

Business Process Outsourcing (BPO) Staffing level: 1000 Agents / 200 Support Staff / 1 Sr. Ops Manager / 1 HR Manager / 2 Recruiters Project managed design, development and builds out of several call centers to support telephone carriers and enterprise clients then managed day-to-day operations. Led cross-functional internal, client and vendor teams through implementation and integration of call centers handling ordering, billing and repair functions. Established up to 1200 seat centers reducing unacceptable wait times while improving customer satisfaction through improved efficiencies. Led over 16 resources providing IT, Call Center Technology, Network, Construction, Human Resources, Training, Quality Assurance and Business Unit Specialist through project planning, development of scope of work as well as creation of timelines, individual tasks, due dates, milestones and deliverables. Responsible for budget and P&L of $32M, generating revenues of over $2.3M monthly. Awarded the premier “White Glove” campaign for exceeding performance standards. LOB: Care CDMA (Sprint Wireless). Recognized as the number one customer care center in the Sprint Enterprise. LOB: Business CDMA, TS CDMA. Achieved Net Profit margin of 32% after one month of operation and surpassed other call centers in metric percentages. Oversaw and Implemented of a complex WFM policy and procedures with short and long term goals creating logical, systematic and phased migration as well as transition plans to leaders.

Provider of money transfer services. Staffing level: 15 Agents / 1 Supervisor / 1 Manager Managed the day-to-day operations of a rapidly growing, diversified, high volume financial services call center and sales for a 99% Spanish customer base. Managed, initiated, maintained and enhanced all call center service and sales programs. Call center programs included managing inbound customer calls for distribution to in-house and sales personnel, monitoring the quality of service to ensure the Company satisfies customer SLA requirements. Implementation of a complex WFM policy and procedures.

One of the nation’s leading home improvement and home furnishing company. Staffing level: 245 Agents / 12 Supervisors / 2 Ops Managers Consolidated 5 separate business units into one location to standardize customer care functions. Maintained profitability and efficiency through operations analysis, identifying trends, defining problems and developing and implementing solutions. Established the Quality Assurance and Workforce Management start-up and execution. Oversaw and Implementation of a new WFM department.