Marco Toribio

Marco Toribio

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Customer Experience • Operations • Training • Quality Management
Dominican Republic
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Timeline

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Résumé

Jobs verified_user 0% verified
  • F
    B
    S
    Entrepreneur & Business Owner
    Fitness Gym, B2B Cold Calling, SEO Marketing, Independant projects, Appointment setting
    Aug 2020 - Current (6 years 4 months)
    • Launched and managed a Fitness gym, overseeing operations, client experience, staff training, and community development.
    • Applied customer experience and leadership expertise to build member retention systems and coaching programs.
    • Continued developing skills in business operations, digital marketing, and content creation.
    • Appointment Setting for Physical Therapist
    • B2B Sales Premium Cigar & Cigar Products
  • Crossover for Work
    Call Center Concierge / Independent Contractor
    Crossover for Work
    Dec 2016 - Jul 2019 (2 years 8 months)
    • Delivered white-glove customer service to high-end consumers throughout the vehicle purchasing journey via inbound and outbound channels.
    • Maintained premium service standards while managing high call volumes and supporting data management operations.
  • Michael Kors
    Now Analytics
    C
    CX & Sales Training Manager
    Michael Kors, Now Analytics, C2max - Callmax, Alloy Apparel
    May 2015 - May 2016 (1 year 1 month)
    • Led quality assurance and training departments supporting 60+ agents with direct oversight of 5 QA specialists and 1 trainer.
    • Built training programs, job descriptions, operational procedures, and performance improvement plans from the ground up.
    • Conducted weekly quality calibrations, hiring assessments, and delivered hourly through monthly performance reporting.
  • I
    Inso Call Center Vendor Manager
    Apr 2015 - Nov 2016 (1 year 8 months)
    • Managed vendor operations, quality assurance, training initiatives, and business development activities.
    • Served as primary liaison between internal teams and external vendors to ensure performance alignment and operational excellence.
    • Assisted the director and Operations Manager with daily activities while in charge of Training & Quality at nowalytics.
  • C
    Consulting / Advisor
    Call Max Dominicana
    Mar 2015 - May 2015 (3 months)
    • Provided short-term consulting across QA, training, and operations to support organizational setup and performance baseline.
  • U
    Certified Trainer & Development Specialist
    United Nearshore Operations (UNO)
    Apr 2010 - Feb 2015 (4 years 11 months)
    • Designed and delivered comprehensive on-demand training programs that reduced the OJT learning curve and boosted client satisfaction scores.
    • Led recruitment, new hire onboarding, and ongoing development for call center personnel across multiple campaigns.
    • Developed assessments, scripts, resource materials, and coaching plans; delivered training trends reports to leadership.
    • Served as International Trainer for BlackHawk Services, delivering corporate training on quality, supervision, management, and call center attrition to clients across markets.
  • U
    Operations Supervisor & Assistant QA Manager
    United Nearshore Operations (UNO)
    Jul 2007 - Apr 2010 (2 years 10 months)
    • Managed daily operations for a team of 25+ agents while overseeing quality assurance standards and client KPIs (AHT, QA, GOS, SPH, CPH).
    • Developed and implemented operational procedures that improved efficiency and agent performance.
    • Conducted training calibrations, prepared lesson plans, and delivered consistent coaching and feedback cycles.
  • U
    Customer Service Agent / Quality Auditor / Team Lead
    United Nearshore Operations (UNO)
    Nov 2005 - Jun 2007 (1 year 8 months)
    • Handled customer service operations for Fortune 500 clients including Verizon, AT&T, Sprint, GE, and BellSouth across calls, faxes, email, and chat.
    • Promoted to Quality Auditor; audited agent performance, ensured COPC and PCI compliance, and facilitated corporate escalations.
    • Advanced to Team Lead managing up to 25 agents, including coaching, performance reviews, scheduling, and recognition programs.
Education verified_user 0% verified
  • B
    High School Diploma
    Brian Piccolo
    May 1991 - Jul 1995 (4 years 3 months)
Awards verified_user 0% verified
  • I
    Call Center Trainer
    Instituto Nacional de Formación Técnico Profesional (INFOTEP)
    Jan 2016 - May 2016 (5 months)