• Telco Contact Center Assessment – Provide guidance and operational evaluation to determine root cause drivers impacting call center performance. Provide benchmark data related to performance indicators for Telco’s. Evaluate vendor performance and engagement. Develop strategies to improve WFM, Coaching, Vendor Management, Customer Experience and Agent Desktop.

• Telco DSL Sales & Strategy Transformation – Assist Vendor in identifying root cause issues to poor sales performance. Improve dialer strategy and outbound calling sales process. Create and drive leaderships to optimize floor management. Improve system utilization and client engagement for front line management teams. Improved CSAT scores via scripting and coaching model.

• CRM & Cloud Based Analytics – Assisted in the design of the agent desktop and championed the usage of SFDC to provide a 360’ view of the customer. Utilize IT resources to help create data to produce predictive analytics for customer behavior, purchase cycle, and consumer life cycle.

• Technical Support Contact Center Assessment – Drive quality management and support strategies for large technology company’s consumer products line of mobile technologies and touch screen products. Evaluate management and conduct robust training to improve floor management and agent capabilities.

• Satellite TV Sales and Service Strategy – Provide support to leadership and conduct call driver analysis for service calls. Improve sales execution and contact center operations via training. Created customer pulse feedback channel for contact center to vocalize concerns related to channel line-up, technician concerns, costs, contracts, and retention strategies.

• Shared Services–Drive solutions for client centered on integrating solutions which improve efficiency, productivity, customer experience, and maintains high performance. Developed policies, procedures, and training documents which establish baseline activities and support clients vision. Strategize and provide affinity driven contact solutions for long term customer experience goals.

• Contact Center Consolidation - Consolidated contact center operations and outsourced customer service department. Trained and mapped out technology needs, human capital, and training timelines. Created processes and new customer service methodology to improve customer experience during transition. Completed for Telco and Nutraceuticals organizations.

• Customer Experience Design– Successfully created CSAT program and FCR capability for large scale retail platform. Led the project with IT resources to ensure accuracy of data and analytics. Promoted NPS as a viable solution to improve e-com experience. Deployed omni-channel seamless experience strategy.

Marcel is a strategy architect and customer experience champion. His 16 years of Multi-Channel Contact Center experience includes developing brand loyalty/affinity processes, improving contact center operations, training and development, customer analytics, Workforce Management, Vendor Management, and Call Center Consolidations. Marcel has directed and implemented customer experience programs and developed metrics to optimize the customer journey. Marcel’s industry experience includes Health Care Shared Services, Nutraceuticals, Multi-Channel Merchant, Technical Support, Pharmacy Benefit Management, Satellite TV, DSL, POTS, and Mobile Technology Support.

Marcel holds an MBA from University of Phoenix and a BS in Business Administration from University of Phoenix. Marcel is also a Certified COPC © Registered CSP Coordinator, and certified in Human Resource Management.

Background Selected Relevant Experience

Marcel Barrera Marketing, Sales, Customer Experience, and Contact Center Strategist

• Customer Service Strategies• Contact Center Assessments • Sales Strategies• Contact Center Operations• Workforce Management • Cost Per Call P&L Design• Agent Desktop Applications• Customer Self-Service Solutions• Customer Journey • Customer Experience• Analytics

Telco | DSL | TV Luxury Technical Support/

Help-Desk Nutraceuticals Pharmacy Benefit

Management Retail Consumer Goods

Functional Expertise Industry Experience