Brenda Lozano

About Brenda Lozano

Proven ability to exponentially increase performance through development, hiring, training, and follow up. Track record of improving quality satisfaction, customer retention, performance management, and employee engagement. Reputation for values driven leadership, accelerating change through employee performance management, strategic planning and execution. Key Functions:• Coaching and Expectation Setting • Call Center Management• Team Building• Streamlining Procedures• Learning and Development • Performance Management• Customer Support• Change Management• Coaching Effectiveness• Leadership Development• Hiring Process

Experience

1. Director of Sales Operations

   Charter Communications

   Nov 2022 — Present · Stamford, CT, US

   Lead cross functional initiatives across Cable, Internet, and Mobile, aligning sales operations with enterprise strategy and driving execution across multiple business units• Shape sales strategy through customer insights, call listening, and performance data, advising senior leadership on actions that improve conversion, compliance, and execution quality• Build leadership capability by coaching managers and leaders, improving decision making, team performance, and consistency in execution• Translate business priorities into clear operational plans, enabling teams to focus, execute, and deliver results in high demand environments• Led execution of major initiatives, including launching new pricing and packaging and consolidating agent order entry from two billing systems into one, improving alignment, adoption, and operational readiness across teams• Improve sales processes and systems, increasing accuracy, efficiency, and customer experience outcomes

Education

• WGU Texas

  Bachelor's degree, Business Administration and Management, General

  2015 — 2017