Noe Avalos's Email Addresses & Phone Numbers

📖 Summary

Vice President of Monitoring Operations @ Sentinel® Offender Services Reports directly to COO and company owner. Ensures 30K+ alarm calls are handled effectively and efficiently, 24/7/365. Transforms high-potential staff into outstanding leaders. CALL CENTER MANAGEMENT▸ Services the criminal justice field and abides by call center standards. ▸ Monitors average handle call times (AHT), shrinkage, abandonment rates, coordinates Automatic Call Distributor (ACD) for skill based routing, blended agents, call logging, schedule adherence, and Interactive Voice Response (IVR) systems. TALENT MANAGEMENT , STAFF TRAINING & RETENTION▸ Developed and implemented a 3-tier training initiative for 45 call center employees.▸ Identified specific career paths, increased employee knowledge and customer service delivery and reduced employee turnover rate from 78% to 9%. BUSINESS OPERATIONS, PLANNING & BUDGETING▸ Managed department/project P&L and budget planning to ensure all projects, procedures and policies were properly defined, budgeted, resourced, scheduled, supervised, and completed on time to customer’s satisfaction.▸ Provides expert court testimony, conducts consultative seminars and designs and delivers customized GPS and Software training sessions dependent on customer needs.QUALITY ASSURANCE ▸ Created process for raw material procurement, product development and final assembly.▸ Led ISO 9001 recertification process for monitoring center, warehouse, equipment services, human resources, staff training and software design to ensure compliance. PRODUCT DEVELOPMENT LIFE CYCLE ENGINEERING▸ Works closely with IT and Engineering on new GPS and RF product development. ▸ Collaborated on the creation/testing of OEM product and monitoring system within tracking devices. From 2014 to March 2016 (2 years) Irvine, CAVice President of Field Operations @ Sentinel® Offender Services Served as temporary VP for six months while we hired the current VP of Field Operations.KEY CONTRIBUTIONS:▸ Oversaw and managed business development and operations in 26 branch offices located throughout the United States delivering local case management, financial and court ordered conditions compliance for various law enforcement alternative to custody programs. ▸ Directly impacted the P&L by growing business and ensured the offices were running efficiently. Met with top county officials and formed relationships to ensure that the programs did not go out to bid every three years.▸ Successfully renewed Sacramento Sheriff Department and extended the same contract for three annual renewal periods.▸ Assisted in the delivery of sales demos and helped attain a new contract for Sentinel, in Washington DC. From June 2013 to December 2013 (7 months) Irvine, CADirector of Internal Operations @ Sentinel® Offender Services Managed all hands-on operational aspects of the company: Supervision of Warehouse Operations, Help Desk, Dispatch, Quality Management Control, Product Management, Monitoring Center Operations, Procurement, Manufacturing, and National Field Operations.KEY CONTRIBUTIONS:▸ Developed solutions for new IT related projects and maintain existing systems.▸ Facilitated vendor and contract negotiation/management. Performed budget analysis.▸ Managed staffing allocations, performance management and compensation metrics. ▸ Implemented a cross functional team approach to project management in order to drive cross functional communication and relationship building in support of new company culture. ▸ Ensured company had the proper operational controls, administrative and reporting procedures, and people systems in place to effectively grow the organization and to ensure financial strength and operating efficiency. From October 2008 to June 2013 (4 years 9 months) Irvine, CANational Monitoring Center Manager @ Sentinel® Offender Services Managed call center operations as a liaison between clients, supervisors, and call center employees.▸ Exceeded call center standards and monitored call times, abandonment rates, agent routing, call logs. Implemented schedules and maintained Interactive Voice Response (IVR) systems. ▸ Diagnosed staff enhancement opportunities, provided effective feedback, coached, trained, and developed corrective action plans and performance reports. ▸ Coordinated interviewing, hiring and training of staff on products and services. From January 2004 to October 2008 (4 years 10 months) Irvine, CAConsultant @ GLG Consulting > SME with 17+ years’ experience in manufacturing, monitoring, GPS, and industry stakeholders. > Consults on as needed basis for stakeholders within the electronic monitoring arena.> Shares deep expertise in effectively envision, develop and implement new strategies to streamline processes, improve service delivery and innovate talent development initiatives. Greater Boston AreaSr. Director of Operations @ Genea Irvine, California, United StatesDirector, TSC Operations @ G4S Mentors, trains and motivates large teams, promotes a teamwork culture to exceed company goals.CASH360: Cash Management program, coordinated field operations and installation teams. > Built team from 2 to 48 in 2 call centers to support Tier 1 & 2 teams and equalize workload.> Established SLA’s and KPI’s working directly with the largest and most challenging customer.> Created a knowledge-based system (KBS) to manage in-use field equipment documentation. > Implemented accountability-based employee program with 1-on-1 program with key metrics.> Aligned with corporate governance and transitioned call center to a new division. SECURITY OPERATIONS CENTER (SOC): SOC houses the information security team and security agents responsible for monitoring and analyzing our customers’ security posture on an ongoing basis. > Leads efforts to analyze and respond to security incidents using tech solutions and processes.> Realigned P&L by centralizing support functions, eliminating projects, reallocating existing staff.> Exited high cost building and for streamlined business space.> Created a tiered model for employee development promoting engagement and reduced turnover.> Mentored sales teams in solutions-selling approach and increased sales pipeline activity.TIER 3 HELP DESK SUPPORT:> Managed dedicated nation-wide team to solve difficult issues surrounding system installations. > Coordinated team efforts in troubleshooting, configuration, database administration, and infrastructure repair issues. > Established training program and improved first-call resolution rate. > Created knowledge base for legacy systems. > Transitioned department to Service Department as part of overall P & L alignment. From March 2016 to October 2020 (4 years 8 months) Jupiter, Florida, United States