
About Me
I am a proven people leader with a strong background in tech. I bring over a decade of experience in project management, call center operations, CRM systems, workforce development and coaching, as well as business process enhancement.
I am currently on a journey to improve my web design and developer skills, and have been learning scripting languages like Python and Javascript. I speak English and Spanish.
I love to travel just about as much as I love learning new things and solving complex problems.
My Experience
Director of Enrollment – Healthcare Startup
In my role as Director of Enrollment, I led multiple high-impact projects to improve operational efficiency and increase enrollment numbers. I was responsible for overseeing the deployment and configuration of an advanced CRM system, integrating with external platforms such as Zapier, Zoho Sign, and Zoho Forms, and ensuring seamless API and webhook integration with other software solutions like Elation and RingCentral. I managed the full project lifecycle, from scoping and planning to execution and post-launch support, resulting in a dramatic increase in enrollment, from 2 members per day to 40 members per day within three months resulting in $2m additional revenue each month. I also worked with our legal department, HR, and IT teams to ensure compliance and successful integration of new solutions.
Technical Supervisor – Breezeline
At Breezeline, I helped manage a major project aimed at improving customer use of self-service options. I collaborated closely with cross-functional teams, including IT, customer support, and product management, to enhance the self-service platforms and drive customer adoption. As a result of the project, we saw a 30% decrease in same-day repeat phone calls and a 48% increase in customer engagement with self-service options. This initiative significantly improved operational efficiency and reduced support call volumes, enhancing overall customer satisfaction and streamlining support workflows.
Supervisor of Operations – iQor
At iQor, I led the project management efforts to deploy new technologies across multiple teams, ensuring adherence to strict timelines and budgets. This included collaborating with IT for workstation maintenance, leading cross-departmental initiatives to integrate new CRM and sales platforms, and overseeing the successful launch of new contact center solutions. My attention to detail and focus on process improvements contributed to streamlining operations, reducing costs, and improving service delivery.
Director of Enrollment – Healthcare Startup
I was responsible for building and coaching a team of enrollment specialists, creating comprehensive training programs that covered technical processes as well as soft skills development. I designed SMART goals and used GROW model coaching plans to ensure that employees not only met their targets but also developed professionally. I also created technical and non-technical SOP documents that guided both day-to-day operations and more strategic initiatives, ensuring consistent performance across the department. My hands-on approach to leadership enabled my team to consistently exceed performance metrics and maintain high employee satisfaction.
Technical Supervisor – Breezeline
At Breezeline, I managed a team of technical support professionals who handled complex issues across multiple telecom products. I developed individualized coaching plans to address knowledge gaps and improve team performance, ensuring one-call resolution and customer satisfaction. I also provided ongoing feedback, training, and professional development opportunities, which contributed to a 30% reduction in repeat call volume and a 40-point increase in NPS. My leadership style emphasized collaboration, accountability, and continuous improvement, which created a high-performing team environment. In addition to this, I was provided several public speaking opportunities to provide the leadership team with my insights into coaching and development.
Supervisor of Operations – iQor
At iQor, I led one of the top three highest-performing teams in the organization, consistently meeting and exceeding performance goals on a global scale. My coaching methodologies were instrumental in promoting team members, helping them advance within the organization, and ensuring that my team consistently met or exceeded their KPIs. My peers frequently sought advice on my coaching techniques, and my coaching sessions were recorded as the “golden standard” for leadership and team development. I fostered a culture of accountability, growth, and high achievement, driving continuous improvement across my team.
Director of Enrollment – Healthcare Startup
In my technical role at the healthcare startup, I was instrumental in managing the integration of various technologies to enhance the enrollment and care management process. I configured and deployed CRM and call center systems (Zoho CRM, RingCentral Contact Center), leveraging automation to streamline lead generation and communication workflows. I also worked closely with relational databases, utilizing SQL to perform data analysis that informed business decisions and drove process improvements. My work involved liaising with IT and legal departments to ensure compliance with data privacy regulations and establishing secure API integrations. Additionally, I drafted several key technical SOPs to ensure the scalability and efficiency of the enrollment and care management process.
Technical Supervisor – Breezeline
At Breezeline I was responsible for a team of technical support representatives that provided support to all of our telecommunications products. This included Fiber to the Home, Fiber to the Node, Dedicated Internet Access fiber, DOCSIS networks, switches, routers, PBX and PRI systems, modems, gateways, as well as Hosted VOIP and POTS phone systems. I directed the deployment of technical support solutions with a focus on data analytics and one call resolution, enhancing service quality and customer satisfaction. I made use of relational databases like Snowflake and Azure, utilizing SQL for in-depth data analysis.
Supervisor of Operations – iQor
At iQor I supervised teams of product support professionals that took phone calls on behalf of AT&T. The products we supported were U Verse FTTH internet phone and tv, DirecTV, and AT&T mobility as well as all of the devices that would connect to any of those products. During my time there I also oversaw the deployment of new technologies and worked with IT to maintain the representatives workstations. My time there also saw me working with several sales, billing, and CRM platforms in addition to multiple enterprise grade contact center solutions and other SaaS products.