In the world of call centers, few
professionals possess the requisite knowledge to
achieve success, as does Luis. His leadership and
practical ability spans a variety of platforms,
service offerings and applications. His passion for establishing,
achieving and surpassing service levels has long been his
trademark.
His technique is based on
gathering as much information from legacy systems
to chart past achievements, and then use that data
to plot a course for improvement. Often, he notes, this can
be accomplished by observing existing procedures, then
streamlining them to produce the desired affect. When technology
is required, Luis has a wealth of experience introducing new
products to an existing infrastructure. Whether working with his
management team to coach team members to strive for
excellence, or conceptualizing and investigating the next system
enhancement, he invokes his strong leadership abilities to get the
job done.
Early in his career, Luis was
challenged to help develop a telemarketing center
for BellSouth, marketing high-end
telecommunications equipment. This had never been done
previously by anyone, much less a regulated company. With little
more than floor space, and some telephones, his team launched
this enterprise with a handful of employees. Adapting to market
pressure, continuously motivating and challenging talented
salespeople, and competing in uncharted waters, they were able
to achieve sales in excess of $18 million in their inaugural year.
He was honored and recognized for his efforts during that first
year with BellSouth’s "Individual Incentive Award".
More recently, Luis has just
completed an assignment as Manager of Customer
CARE at Recall where he consolidated all of their
customer service operations for North America into one center
located in Atlanta, Georgia. Luis continues to refine his skills as a
leader in call centers and customer service with each successive
position. He has applied his brand of winning within corporations
such as BellSouth, Blue Cross Blue Shield, Eyretel, and Great
West Life, is a member of several industry related groups, and sits
on the committee for call center technology for the Disease
Management Association.