Ricardo Zapata
Call Center Contact Manager
- Role
- Supervisor Member Services at MDVIP
- Location
- Pompano Beach, FL, US
- LinkedIn followers
- 500 followers
About Ricardo Zapata
PROFESSIONAL PROFILE A top performing and strategic call center Manager with strong qualifications and over 10 years’ experience in overseeing Call Center Operations, Customer Service, and all facets of Inbound Sales. • Able to influence peers, senior executives, and support partners to achieve key strategic and shared goals & objectives. • Proven track record of reducing contact rate, improving customer satisfaction scores, and increasing revenue. • Effective leader with ability to identify & build strong management teams and improve training and coaching techniques. • Keen ability to reduce operating risks, eliminate redundant processes, and improve quality assurance. • Effectively facilitate and mange projects & vendor relations while developing strong internal & external client relationships. • Bilingual - native Spanish language skills both written and verbal.
Experience
Supervisor Member Services
Mar 2015 — Present · Boca Raton, FL, US
Responsible for the management of the member services team.MOD of the call center’s sales, survey, QA and WFM teams.Responsibilities include- Managing the everyday performance of the team through coaching, training and development- Recruiting and hiring- Updating and managing performance KPI and attendance files- Providing support to the call center and making decisions during critical times- Providing guidance to the WFM team to modify skill sets to address call volume needs- Provide daily performance reports to upper management team - Conduct and analyze daily cancellation audit reports- Work with the operations manager in the forecasting and scheduling needs
Education
Keiser University-Ft Lauderdale
Bachelor’s Degree
1996 — 1999
Skills
- Telecommunications
- Leadership
- Windows
- Research
- Computer Science
- English
- Customer Retention
- Call Centers
- Training
- Customer Service
- Contact Centers
- Public Speaking
- Customer Satisfaction
- Powerpoint
- Operations Management
- Forecasting
- Sales Management
- Microsoft Office
- Microsoft Word
- Account Management
- Microsoft Excel
- Team Building
- Management
- Customer Experience
- Sales Compensation
- Teaching
- Team Leadership
- Outlook
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