Cherilyn Cordova

Corporate Call Center Director @Heritage Resource Group

San Diego, CA, US

Lead the establishment and operation of our new corporate call center. Responsible for building and managing a high-performing team, implementing efficient processes and systems, and delivering exceptional customer service to support the company’s objectives.* Establish and execute the strategic vision and goals for the call center in alignment with the company’s objectives.* Recruit, train, and supervise call center staff, including call center representatives, supervisors, and support personnel.* Develop and implement standard operating procedures (SOPs) to ensure efficient call center operations, including call handling protocols, quality assurance measures, and performance metrics.* Oversee the design and implementation of call center technology and systems, including call routing, CRM software, and workforce management tools.* Monitor and analyze call center performance metrics, such as call volume, average handle time, and customer satisfaction scores, to identify areas for improvement and optimize performance.* Implement strategies to maximize productivity, minimize wait times, and improve first call resolution rates.* Lead by example, providing coaching, feedback, and performance management to ensure the team meets or exceeds performance targets.* Foster a positive and collaborative work environment that promotes employee engagement, motivation, and professional development.* Collaborate with other departments, such as customer service, sales, and IT, to ensure seamless communication and alignment of goals and objectives.* Stay abreast of industry trends, best practices, and emerging technologies in call center operations to continuously improve processes and enhance customer service delivery

University of California, Riverside

Bachelor of Science (B.S.), Psychobiology

National University

Master of Business Administration (M.B.A.), Health/Health Care Administration/Management