Organizational Management , Organizational Management
Call Center Development & Training Manager
Metropolitan Transit Authority of Harris County , Houston, Texas
August 2008 - October 2011
Identified, developed and implemented training programs while managing the training department for METRO Customer Care & Customized Services division at the corporate headquarters. Recruited, retained and developed a diverse workforce of 140 call center & support employees answering 3.6+ million inbound customer calls per year. Fostered an environment in which callers could anticipate high levels of service and employees were motivated to deliver top performance. Managed call center quality assurance (call monitoring) to ensure friendly and efficient calls.