Jorge Serrano

* Provided comprehensive case management services, including creating treatment plans and connecting clients and families to manage the proper execution of standard operating procedures for the Welfare to Work operation (CalWORKS)
* Lead a team of 5 supervisors 3 leads and 45 case managers to achieve excellent contract performance, meaningful outputs, and adherence to stringent federal, state, county, and company compliance objectives
* Manage Welfare-to-Work(CalWorks) operation performance and ensure that contract objectives are achieved and that customers/participants receive quality and timely services
* Ensure performance reports are submitted to San Diego County, corporate and to other project staff timely and accurately
* Analyze program data metrics and reports to manage daily operations, identify performance and compliance trends, and initiate process improvements
* Monitor staff development and performance to improve customer service and performance results
* Ensure adequate quality control procedures for operational processes are performed in a rigorous manner
* Effectively prepare materials and respond to inquiries from representatives of federal, state, and local oversight agencies
* Communicate in a timely and concise way with state and county partners, including preparing and delivering or participating in regular status reports
* Development and implementation of new policies
* Mediated conflicts within families to clarify and resolve underlying issues
* Displayed sensitivity to cultural and linguistic needs of clients and families served
* Built and strengthened industry partnerships to support staff and clients. (San Diego Continuing Education, Southwestern College, Cuyamaca College, Grossmont College, Grossmont Adult Education, CalWORKS community college Region X counselors, International Rescue Committee, Brain Learning, YMCA, San Diego Workforce Partnership, Career Centers, San Diego Health and Human Services and Regional Employers)

* Directed and managed all activities associated with Call Center outbound sales/customer service operations, including developing and implementing policies and procedures
* Developed/Coached local and remote managers/supervisors/agents on leadership principles and approaches to harness the optimal behaviors for driving results.
* Managed and supported on-site and off-site (remote) programs and teams.
* Started with 50 agents and 3 supervisors and built the division up to 3 operations managers, 23 outbound production supervisors and 290 call center customer service/sales associates participating in a total of 5 AT&T/DTV programs providing exceptional customer service, outstanding quality, and sales results
* Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets
* Hired, trained and developed new leadership as the outbound programs grew
* Reconciled expense reports and invoices
* Analyzed performance data to identify opportunities for improvement
* Implemented performance standards and procedures based on behaviors impacting key performance indicators (KPI) resulting in increased production and quality results
* Improved morale and performance by implementing incentive programs, creating partnerships, buy-in, and ownership resulting in reduced attrition and improved performance
* Manage staffing levels and scheduling to optimize performance, including planning, assigning, and directing scheduling around prime time and dialing strategies
* Supported staff with customer escalations and use them as coaching opportunities
* Primary Client Contact. (AT&T/DTV)
* Reported to Operations VP.