Mary Quinones
- Role
- Vice President Global Customer Service at Accurate Background
- Location
- Lebanon, TN, US
- LinkedIn followers
- 500 followers
About Mary Quinones
As the Senior Vice President of Global Customer Service at Accurate Background, I lead a…
Experience
Vice President Global Customer Service
Dec 2021 — Present
Oversee a global team comprising employees based in Bulgaria, the United States, and a Greenfield location in India, managing 250 staff members, including 11 Directors responsible for training, workforce management, and other managerial functions. Employ a transformative leadership approach to drive the organization towards a client-centric model, emphasizing the importance of building long-term customer loyalty and commitment. Foster a culture of flexibility and adaptability, proactively adjusting schedules to accommodate fluctuations in workload and ensuring adequate staffing levels across different work hours. Highlights of accomplishments in this role include: • Implemented cost-saving measures resulting in a 28.1% improvement in cost performance in 2022 compared to 2021. • Facilitated a seamless transition to a new captive site in Thane, India, ensuring minimal disruptions to operations. • Reviewed the organization\'s personnel placement upon assuming the role, identifying inefficiencies in scheduling due to misaligned staffing and implementing corrective measures to increase efficiency by 23.6%. • Steered the globalization of the customer service team for the company, spanning across the US, EMEA, and APAC regions.
Education
Franklin University
Business Administration and Management, General
Skills
- Negotiation
- Vendor Management
- Project Delivery
- Human Resources
- Employee Engagement
- Business Analysis
- Operations Management
- Transition Management
- Team Leadership
- Workforce Management
- Business Process
- Program Management
- Performance Management
- Contact Centers
- Customer Satisfaction
- Business Transformation
- Change Management
- Call Centers
- Business Process Improvement
- Start-Ups
- Call Center
- Team Management
- Bpo
- Stakeholder Management
- Project Management
- Customer Relationship Management (Crm)
- Management
- Leadership
- Crm
- Enterprise Software
- Sla
- Service-Level Agreements (Sla)
- Offshoring
- Business Process Outsourcing (Bpo)
- Customer Experience
- Process Improvement
- Outsourcing
- Service Delivery
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