Anthony Estevez
Head Of Contact Channel Optimization
- Role
- Head of Contact Channel Optimization at DISH TV
- Location
- Denver, CO, US
- LinkedIn followers
- 500 followers
About Anthony Estevez
I am a seasoned leader in the customer contact domain, currently spearheading the implementation and management of IVR, Chat, and SMS channels from a business perspective. My role encompasses driving innovations in conversational AI, enhancing customer interactions, and integrating cutting-edge technology solutions to elevate the customer experience. My journey through the contact center industry has been diverse and enriching; starting in 2008 as a Technical Customer Support Representative in the Dominican Republic, I have ascended through various facets of the industry including Operations, Training, and Quality, both onshore and offshore. Throughout my career, I have had the privilege of leading thousands of extraordinary individuals and managing multiple Fortune 500 clients, contributing to significant revenue growth, strategic project management, and new client acquisitions. My expertise spans building healthy organizational cultures through engagement and performance management, and leading technical system designs that support clients in healthcare, technology, financial, media, and telecommunication sectors. I am a fervent advocate for cultural transformation and employee development, utilizing servant and transformational leadership styles to enact impactful change. My dedication extends to fostering strong leadership teams and nurturing organizational cultures that support business growth. I am committed to pushing the boundaries of what we can achieve in the customer contact field, ensuring our technology and service methodologies not only meet but exceed the evolving expectations of our clients and their customers.
Experience
Head of Contact Channel Optimization
Jul 2022 — Present · CO, US
As the Head of Contact Channel Optimization, I spearhead the strategic oversight and operational management of IVR, Chat, and SMS platforms, focusing on maximizing efficiency and effectiveness from a business perspective. My role encompasses leading the technical design, implementation, and ongoing development of these key customer contact channels. Leveraging cutting-edge technologies such as Machine Learning (ML), Data Analytics, and Conversational AI, I drive innovation and continuous improvement in how we engage with customers, ensuring a seamless, responsive, and personalized experience across all touchpoints. By analyzing customer interaction data, I identify trends and insights that inform decision-making and strategy refinement, aiming to enhance service quality, reduce response times, and increase customer satisfaction. My work is centered on bridging the gap between technical capabilities and business objectives, fostering cross-functional collaboration to achieve excellence in customer service and operational efficiency.
Education
Colorado State University Global
Bachelor's degree
2022 — 2025
Universidad APEC
Associate's degree
2016 — 2018
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