Robert Medina

Experience

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  Merkafon de Mexico

  Oct 1995 - Jun 2000

  Director Of Operations

  ‪I was hired by Merkafon of Mexico to plan and develop their first Call Center. This consisted of evaluating and deciding on the hardware solution, assisted with the design of the call center that would ultimately accommodate 1200 agent seats. My responsibilities were:‬‪Develop strategic and tactical planning for Contact Center operations, including revenue cost planning, management, expansion, etc.‬‪Responsible for developing budgets, forecasting, and implementing management, administrative, and operational changes to positively impact the actual financial performance compared to budget.‬‪Ensured communication and consistency with regard to program updates, performance expectations, monitoring of call quality requirements, and coaching expectations between operations manager and supervisor.‬‪Coordinated operations to manage and evaluate workflow and reporting of all departments within the Contact Center. Utilizing data such as abandonment rate, customer satisfaction rate, sales per call, voice response utility percentage to measure performance.‬‪Provided positive leadership example for all management employees in the contact center.‬‪Managed all internal operations functions, as well as, external vendor relationships.‬‪Implemented appropriate motivational/incentive programs in the Contact Center to accomplish goals.‬‪Established and monitored goals and objectives for the Contact Center and the outsource vendors.‬‪Took the lead role in adopting and instilling a sales and systems culture throughout the contact center.‬‪Ensured that key concepts are understood throughout the contact center.‬‪Responsible for the timely and accurate completion of performance reviews and the performance management process.‬‪Performed related duties as required.‬ Show less

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  CosmoCom (An Enghouse Interactive Company)

  Nov 2000 - Jan 2002

  Customer Relationship Management Specialist

  ‪CosmoCom is a software company that offered an innovative product for call centers. Because of my extensive call center background, I was responsible for customer relationships. In addition I provided CosmoCom with valuable customer feedback and personal recommendations that ultimately enhanced the product offering. Increasing licensure or selling of additional features was also one of my responsibilities. ‬

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  Bosley

  Apr 2004 - Nov 2005

  Manager

  ‪I was hired by Bosley to assist in a revamping of the Call Center in both the inbound and outbound areas. Bosley had acquired an Avaya Definity G3SI solution that was underutilized. It was my responsibility to structure the call center staff and the technology to deliver total quality management. My responsibilities included:‬‪Development of Scripts and Objections.‬‪Development of a training curriculum. ‬‪Workforce management.‬‪Adherence to Service Levels‬‪Reduction of abandon calls.‬‪Adherence to conversion rates.‬‪Major Projects / Achievements‬‪Reengineering of the Avaya ACD platform to identify call types and prioritize them accordingly.‬‪Call blending implementation between the Avaya ACD and a Mosaix predictive dialer.‬‪Created work flows and rules for processes within Siebel CRM and assisted during the upgrade to version 7.7 of Siebel.‬‪Spearheaded and managed the adaptation and implementation of a Hybrid PBX solution for Bosley offices throughout the U.S.‬ Show less

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  Peak Performance

  Dec 2005 - Jun 2012

  Manager
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  ThirdEyeLive.com

  Jun 2012 - now

  Business Development Manager
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  Titan Home Products

  Jul 2022 - now

  Business Development Manager

  Identify and deploy resources as necessary to achieve quarterly and annual revenue goals. Influence, and coordinate with the marketing through targeted tactics. Additionally, advise and implement procedures, programs, and initiatives that support overall corporate goals.