RICHARD JAMES FLORES

2480 Dorrington Dr, Dallas, TX 75228

(214) 399.4838 ----- rff409b8@westpost.net
EMPLOYMENT OBJECTIVE
Director/Manager in which my 13+ years of value-added experience as a customer-s
ervice-focused team leader will be a valuable asset.
KEY STRENGTHS, SKILLS, ABILITIES
- Ability to communicate to all levels within the customer environment and acros
s functional teams.
- Proven ability to manage diverse teams and implement complex, broad initiative
s successfully Solid analytical skills and can discuss analyses with others.
- Excellent supply chain skills with complete understanding of the associated me
trics to facilitate optimal inventories, high fill rates, high inventory turns,
and limited obsolete inventories.
- A strong customer orientation that establishes and maintains those relationshi
ps that lead to long term trust and respect by consistently meeting or exceeding
expectations.
- Can articulate knowledge and understanding of client organizational policies,
procedures, and systems.
- Able to apply tools and processes to successfully manage the budgets as establ
ished.
- Experience in a multi level organization environment preferred.
- Working knowledge of business applications such as Power Point, Word, Access D
atabases, WordPerfect, KOSET, Excel, Lotus 123, Visio, EPS Solutions Change Proc
ess, AS900, E-Talk, File Maker, SQL, Dream-weaver, Fireworks and other software.
EDUCATION
University of Texas at Austin
San Antonio Medical College
San Antonio College
CERTIFICATIONS
Leadership Strategies- Facilitators Certified
Langevin Training Management Certified
Witness System Certified
Information Mapping Certified Process Development
Dreamweaver/Fireworks Certified
EXPERIENCE
WorldVentures, LLC
July 2007 - January 2009
Director/Manager of Client Services
* Flexibility to work in a dynamic office environment of a growing and changing
company.
* Directed employees, through subordinate levels of management, engaged in recei
ving calls and inquiries, investigating, evaluating, and settling complaints and
claims of customers.
* Assisted the Customer Service Top Officer in planning, formulating customer se
rvice policies, and directing and coordinating the company's customer service ac
tivities.
* Proven change management skills - ability to challenge the status quo and appr
oach challenges in new and innovative ways.
* Continually investigated and introduced process improvement measures to ensure
 customer satisfaction, improved call efficiency, low abandonment, and improved
employee knowledge and training.
* Directed all the activities of the departments in the departments to include s
upply chain metrics as established.
* Maintains accountability for all the activities across the assigned management
operations and supply chain goals established by executive management.
* Assisted the local managers in the execution of project plans for implementati
on of standardization programs for all functions.
* Executed the supply chain performance measurement plan at each assigned depart
ment and reports the results as required.
* Created a supportive environment for the staff development and the delivery of
solutions.
* Implemented processes and system enhancement that will generate higher product
ivity
* Oversaw the investigation of complaints, such as those concerning rates or ser
vice in connection with any product or service offered.
* Authorized retention of data and preparation of documents for use during gover
nmental or customer inquiries.
Valor Telecom/Windstream Communications
June 2001 - October 2006
Quality, Process and Training Manager
* Managed and increased sales by managing the method and procedure team by devel
oping and implementing call center, direct and retail channels sales methods and
procedures to ensure quality workmanship, increase customer satisfaction and op
erate within regulatory guidelines.
* Managed Documentation, sales process, defining problems, collect data, establi
sh facts and draw valid conclusions to implement quality improvement procedural
and sales techniques and practices.
* Interpreted an extensive variety of technical instructions in mathematical or
diagram form and deal with several abstract and concrete variables.
* Coached the channels and operations personnel on interpreting and utilizing pr
ocesses, methods and procedures to resolve specific business requirements and is
sues.
* Developed a comprehensive reports detailing the daily, weekly and monthly enha
ncements and improvements to the channels processes and sales development techni
ques.
* Managed and facilitate gap analysis and audits within the sales channels and a
ssisted in developing sales goals and metrics.
* Evaluated and identify processes to streamline and to assist the company in me
eting company objectives.
* Managed the ongoing development of the Intranet site containing the channels m
ethods and procedures on-line.
* Managed Service Order Quality, Customer Complaint and Root Cause reports due t
o customer escalations.
* Managed Root Cause reports due to customer escalations and sales accuracy repo
rting.
* Managed the Project Management Initiatives to improve the sales in the field a
nd call centers, analyzed systems and cross-functional departmental issues.
* Managed the Method of Delivery of Process, Procedures, and Sales strategies an
d goal changes for the sales channels.
* Managed and develop the Call Center Operations Trainers and the development of
innovative learning programs and support aids that improve performance.
* Managed the training Assessment, Planning, Solution Design, Development, Sched
uling, Delivery and Implementation Support.
* Managed the continuous development of the training library by creating standar
dized, high quality, and structured content to meet their performance challenges
.
Citizens Communications/Frontier Communications
March 1996 - June 2001
Business Process Analyst - Supervisor, March 1998 - June 2001
* Identification and documentation of work flows
* Documentation of work processes
* Documentation of productivity and quality management processes
* Demonstrated initiative, organization and project management skills
Provisioning Supervisor, April 1997 - March 1998
* Extensive telecommunications experience in provisioning Calling Card, Switch,
PIC, 800 SMS, 1+, Cellular, and Paging
* Analyze billing, activation, and end-of-month reports
* Document the need and functions of customer and back office reports
* Complete error resolution and reporting
* Customer liaison between call center, back office support and customers
* Draft and edit training manuals for back office staff
* Integrate past and present process flows
* Investigates Out-of-Sequence batch errors
* Assisted customers with account installation and maintenance
Call Center Acting Supervisor, November 1996 - April 1997
* Supervisory experience in a call center environment
* Demonstrated ability to lead others in the achievement of business goals
* Demonstrated coaching and feedback skills
* Demonstrated initiative, organization and project management skills
* Ability to motivate others and inspire high performance
* Ability to interact with all levels of the organization
* Working knowledge of Windows-based PC applications and ACD systems
Call Center Representative - Team Lead, March 1996 - November 1996
* Residential order and billing entry in the SURCES System
* Handle customer telephone requests for telephone services
* Ability to deal with customers patiently, tactfully and efficiently
REFERENCES
Al Walters
CFO WorldVentures, LLC
C: 972.333.8112
E: a.walters@worldventures.com
Geof Ferfort
Senior Director of Operations
C: 214.563.8916
E: g.ferfort@worldventures.com
Chris Fuentes
Director of Operations and Call Center Support
H: 817-894-0033
C: 817-439-1935
E: chrisfuentes@aol.com
Cyndi Nash
Senior Vice President Customer Service
O: 501-905-2590
Andrew Vandekop
V.P. Customer Service & Sales
H: 214-864-9197
E: avandekop@aol.com
Grant Raney
Southwest Region President
O: 501-905-2590
Ben Muro
VP- Human Resources
C: 972-948-0650
Darcy Borutta
Manager - Sales Support
H: 817-337-1388
E: darcy_borutta@yahoo.com
Rob Rice
Sr. VP Policy, Corporate Comm. & Law
C: 512-457-9949
Jack Gwynne
Consultant Services
Product Development Manager
C: 716-530-2742
Cecelia Packheiser
Director of End User Billing
H: 469-569-4911
Jason Carter
IT, Billing and Revenue Assurance
H: 850-341-5705