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Sheridan Ghiorzi
| sheridan@sheridanghiorzi.com | +1 (602) 326-3339 | linkedin | Website
Contact Center | Operations | Sales & Marketing | Customer Service |
**Accomplished and results-driven leader with over 20 years of experience in operations management, client services, and strategic leadership. Proven expertise in managing large-scale teams across inbound/outbound sales and customer service operations within national and international call centers, technical environments, and the service industry. Adept at leading teams of 10 to 1,000+ agents across English and Spanish phone, chat, and email channels. Strong background in client relationship management, workforce planning, invoicing, and the implementation of IT systems including telephony and operational software. Recognized for consistently exceeding performance targets and service level agreements through the application of Lean Six Sigma methodologies, cultural fluency, and agile process improvement. Known for developing scalable, high-impact strategies that align operational execution with evolving business needs.**
**Core Competencies:**
* Operational Strategy & Execution
* Bilingual Team Leadership (English/Spanish)
* Client Relationship Management
* Inbound/Outbound Contact Center Management
* Budgeting and Forecasting
* IT & Telephony System Implementation
* Workforce & Performance Optimization
* Process Improvement (Lean Six Sigma)
* Multichannel Support (Phone, Chat, Email)
* Global & Cross-Cultural Team Management
* KPI & SLA Achievement
*Training and Quality Implementation and Management
Amazon Health Services - Amazon Revenue Cycle -One Medical
June 2024 - Present - Revenue Cycle Manager - Billing and Collections Contact Center
Led the successful transition of the billing contact center from a third-party BPO to in-house operations under Amazon Health Services, ensuring continuity and performance.
Managed cross functional teams of FTE revenue cycle call center, overseeing operations across telephony, chat, email, and patient portal channels.
Owned and executed against $1.5M+ in monthly billing and collections revenue targets across departments.
Developed and led critical support functions including Quality Assurance, Training,
Workforce Management (WFM), Recruiting, and internal Promotions.
Directed KPI development, performance tracking, and operational reporting, including
Monthly Business Reviews (MBRs) with senior leadership.
Oversaw end-to-end revenue collections processes, leveraging CRM, medical billing systems, WFM tools, and patient chart data platforms.
Managed third-party vendors supporting various revenue cycle functions, ensuring SLA compliance and performance alignment.
Restructured and launched a new onboarding and training program, delivering comprehensive training and nesting for new hires.
Conducted hiring and interviews for new department associates in collaboration with Recruiting and HR.
Partnered cross-functionally with WFM, IT, Recruiting, and HR to align staffing, system access, and site allocation based on volume forecasts.
Developed and assigned KPIs, created performance dashboards, and delivered executive-level presentations on key business metrics.
The Wood Veneer Hub
Feb 2024 - May 2024 - Project Manager - Sales and Service Contact Center (Contract)
● Implemented a sales and service call center for an eCommerce company in the USA and Canada. ● Restructured the inside sales and customer service department.
● Purchased and implemented new contact center telephony systems.
● Created new processes for greater efficiency across sales, service, warehouse, and logistics. ● Hired new management team and agents.
● Served as Human Resources Manager.
● Managed payroll and call center budgets, purchasing, expense reporting.
● Developed training materials and programs for quick ramp-up.
● Designed and implemented custom tools and software for sales, communications, and performance measurement. ● Initiated an outbound sales campaign aligned with marketing and service delivery teams. ● Streamlined communication processes with warehouse and shipping partners.
● Standardized human resources processes for attendance and performance management.
Cognizant Autonomous IT - Incident Operations Manager - Cruise AI | Nov 22 - Feb 2024
Customer Success Contact Center Operations - Autonomous Vehicle Contact Center Operations
Led operations for the Cruise Customer Success and Incident Management contact center, scaling from startup to 100+ agents across voice, chat, email, and data support channels.
Built and deployed scalable global support processes, including incident response protocols, quality assurance, training, recruiting, IT, billing, and performance reporting.
Managed client relationships across operations, training, QA, and system implementation, ensuring alignment with KPIs and service standards.
Directed Salesforce multi-channel support, optimizing chat, email, and social queue workflows; integrated tools for streamlined incident handling.
Oversaw the launch of an autonomous vehicle delivery service support center, including incident response across multiple markets and time zones.
Led change management, leadership development, and middle management succession programs.
Managed CSAT, KPI/OKR alignment, and continuous improvement initiatives.
Partnered with engineering, HR, and business stakeholders to support fleet operations, pilot programs, and new product rollouts.
Peloton | Jun 21 - Oct 22
Member - Support Contact Center Operations Manager
Call Center Operations - Led a 150-associate ramp, managing onboarding, training, and performance reporting for remote and onsite staff.
Directed Work-from-Home and Return-to-Office initiatives, including IT setup, CRM implementation, and communication platform rollouts.
Oversaw IVR redesign, agent tiering, and SDLC initiatives for software and process improvements.
Managed BPO and 3PL operations, supply chain logistics, and enterprise asset management (EAM) to enhance customer experience.
Monitored CDP and WMS data to identify customer trends and optimize resource allocation.
Deployed change management strategies for software, structural, and process shifts across business units.
Designed and implemented training programs, SOPs, and coaching templates, improving KPIs across chat, voice, and email for 400+ FTEs.
Created internal training hubs, Slack-based Nesting Chat workflows with backend reporting, and leadership development tools.
Trained associates and leaders across multiple sites on contact center best practices, soft skills, and performance improvement.
Reduced overtime and optimized workforce availability through strategic labor management.
Manager / Contractor | Aug 20 - Jun 21
Cognizant / Centene / IG / AZDHS – Healthcare Delivery / Digital and Call Center Operations ● Managed COVID-19 contact tracing, case investigation, vaccine information, and Medicaid support call centers.
Supervised remote teams of 30–100+ agents in provider and patient billing, Medicaid programs, and healthcare service delivery.
Oversaw data center operations for Centene, including quality assurance, training, and subject matter expert leadership.
Supported digital healthcare delivery initiatives in both remote and on-site environments.
Delivered cross-functional support in claims processing, billing clarification, and healthcare call center operations.
Coordinated training, onboarding, and development of new and existing staff; supported multi-client recruiting.
Created and implemented action plans for performance improvement and program optimization.
Updated and maintained reports on staffing, shrinkage, quality metrics, and production forecasts.
Led medical billing processes: patient registration, insurance verification, coding (ICD-10, CPT, HCPCS), charge entry, and claim submission.
Managed denial resolution, payment posting, patient billing, and collections.
Partnered with provider billing departments for issue resolution and accurate claim processing.
24-7 InTouch - Booking.com Call Center | Jul 19 - Aug 20
Operations Manager, Supervisor, Team Lead, Telecommute WFH Work from Home Manager
Managed bilingual Spanish/English customer service teams supporting Booking.com partner line (property owners/admins).
Developed and implemented strategies to improve service quality, processes, and maximize ROI.
Designed and launched a reporting platform to optimize performance for 100 agents across multiple teams, including
team leads, floor support, and quality analysts.
Transitioned agents to a remote work environment, integrating new management strategies, voice, and chat systems in collaboration with IT and vendors.
Delivered updated training programs on scripting, email, CRM, and client-specific needs.
Partnered with QA to ensure smooth rollouts of new initiatives and drive continuous improvement through feedback and training.
Managed remote teams using video and chat tools, maintaining high performance and team engagement.
Mentored agents and leadership, fostering career development and succession planning.
Collaborated with Recruiting to streamline ramp initiatives and establish hiring standards based on program needs.
Worked with HR to ensure a healthy work environment, addressing employee concerns, and managing corrective action and terminations.
Updated KPI reporting and applied root cause analysis to drive performance and improve CSAT/PSAT scores.
Created a training bay to accelerate employee development, reduce attrition, and improve onboarding efficiency.
Built a performance-driven culture, implementing development plans, recognition programs, and leadership growth strategies.
Coconut Hut, LLC | May 15 - Jul 19
Director of Operations Health and Wellness Organic Café / Event / Online Operations
Managed P&L, daily operations, sales, and performance goals for the restaurant.
Led marketing strategy, budgeting, and online campaigns.
Implemented and procured POS system, optimizing transaction efficiency.
Oversaw vendor management, product distribution, and inventory control.
Managed workforce, payroll, purchases, finances, and web development.
Directed operations for an attached art gallery, driving sales and service.Trained managers and staff, modified menus, and developed new menu items.
Created strategic products and events for vegan/specialty markets, including retail and online sales.
Developed marketing materials, including posters, flyers, and newsletters.
Designed and marketed branded merchandise such as apparel and accessories.
Collaborated with local businesses for cross-promotional marketing.
Conducted healthy eating and wellness classes, engaging customers with educational content.
Coordinated health and wellness events, generating new revenue streams through partnerships with schools, businesses, and community organizations.
Managed shipping, receivables, inventory, and sales forecasting.
Negotiated contractual agreements for leasing, festivals, and offsite events.
GoDaddy.com | Jan 16 - Oct 16
Sales and Technical Support Consultant – Sales Bilingual
Managed Spanish and English tech sales and service teams.
Developed and implemented strategies to improve agent and management performance across service and product lines.
Created custom tools and reports to enhance productivity and identify areas of opportunity.
Monitored calls, provided real-time feedback, and created weekly/monthly action plans.
Focused on improving mid- and lower-performance quartiles by pairing agents with high performers for mentorship.
Identified opportunities to introduce strategic products and services to enhance customers' online businesses and presence
Consulted with customers to understand their needs and helped strengthen their online presence.
Utilized performance metrics to refine sales strategies and drive improved conversion rates.
Encore Capital Group – Midland Credit Management (MCM)| Oct 10 - Apr 14
Group Manager, Third Party Consumer Collections
Led a team of supervisors, achieving an average of 108% of collections goals.
Managed bilingual (English/Spanish) inbound collections team with a $2 million monthly target ($150K per Account Manager).
Directed cross-site Spanish outbound collections team, hitting a $500K monthly target ($18K per Account Manager).
Oversaw call center operations, including scheduling, training, quality assurance, and translations.
Specialized in FDCPA and CFPB adherence, including training, manual updates, escalated interactions, and account manager development.
Co-managed Debt Consolidation Agency (DCA) department, collecting an average of $5 million per month.
Spearheaded a cultural shift to adapt to enterprise and regulatory changes within the debt collection industry.
Conducted second-level negotiations with consumers, attorneys, and debt consolidation agencies.
Contributed to the development, training, and launch of international Spanish/English outbound collections call centers in Costa Rica, reaching 200 agents.
Managed call center dialer, production, inbound/outbound operations, analytics, performance metrics, and forecasting.
Developed and implemented workforce management strategies to ensure optimal staffing for inbound and outbound needs.
Trained and mentored supervisors, managers, and high performers to exceed goals and prepare for leadership roles.
Prior Experience:
● July 2010-October 2010 Inside Sales Lead, Dish Network (Short term due to Spanish Call center not opening in PHX)
● March 2010- July 2010 (Short term Census Contract) Quality Manager, Vangent
● October 2008-February 2010 (Consulting Contract Position) Project and Sales Manager, International Consulting Plus
● November 2006 - September 2008: Client Manager & Call Center Operations Manager, eTelecare Global Solutions | 600+ sales agents outbound programs | 1000+ agent support Philippines |
● January 2002- November 2006: Call Center Operations Manager, Pearson Government Solutions/ Medicare Customer Service Manager, (Pearson) | 2000 agent headcount | Remote workforce deployment |
● April 2001-January 2002: Outbound Tele-Sales, Waste Management
Education
Consultative Business Education from the Organizational Development Institute
MBA Program, S.A. Chapter Buenos Aires, Argentina
Arizona State University - Business Administration
Technical Skills
Microsoft Office (Word, Excel, Outlook, Power Point, Project), ZenDesk, Salesforce, Calabrio TeleOpti, Slack, Deputy, Salesforce, OPM, NiceCXOne, Nice, Webstation, Centerview, Talkdesk, Google Docs, Ring Central, Halo,and multiple custom CRM applications. Workforce, Calabrio, MaestroQA, Genesys, Miro, Docusign, Monday.com, Aspect, Seibel, Cisco, Epic, Avaya, Oracle, Kareo, Witness, Nice, Cerner, BluePumpkin/Verint, shopify, also including Internet and server platforms ie; WordPress, Joomla, Adobe Suite (CS3 Photoshop, Premiere), Pro Tools, Cubase, analog and digital systems, Apple Music, Spotify, SoundCloud, YouTube, Facebook, Instagram, LinkedIn, Wikipedia, and other marketing and social platforms.
Please visit my website: sheridanghiorzi.com
Additional information
● 15 years of customer-facing experience in a service role
● 10 years of experience in vendor management
● Prior experience in software delivery
● Track record of delivering results above expectations with medium-sized customers.
● Great understanding of stakeholder management and ownership and a track record of applying it in the work context.
● Excellent executive-level communication and presentation skills
● Strong project management skills
● Ability to develop strong product/technology/industry knowledge
● 10+ years of customer or account management experience
● 10+ years managing high performing Customer Success teams at a SaaS or telecommunications company. ● Experience in hiring, mentoring and growing a team of Customer Success Managers.
● Proven experience driving adoption and leveraging customer success best practices.
● Demonstrated ability to develop strategies to address business metrics, translate them into initiatives and track successful delivery.
● Possesses executive presence with communication that drives results and motivates the team. ● Thrives in ambiguity as part of a growing and expanding team.
● Demonstrated ability to effectively collaborate across organizational boundaries.
● Experience successfully working with senior (C-level) executives.
● Experience effectively addressing escalated client issues with speed and urgency.
● Experience Leading Multi-Function, Multi-Channel Teams
● Ability to work with technical leads to develop solutions from concept through design to testing and implementation.
● Reporting and analytics experience In depth understanding of KPI’s and objectives around Service Management
● Strong customer relationship skills and service orientation
● Ability to work independently. Self-starter who takes initiatives
● Strong written and oral communication skills
● Managed Services / SaaS service management experience on a global scale
● Listen for and Recognize Opportunities to Increase Customer Engagement
● Prioritize Customer Experience Through Feedback and Observation
● Develop and Implement Strategies Around Positive Customer Interactions
● Attention to Customer Loyalty and Retention Feedback
● Ability to Translate Customer Needs in to Feature Requests and Use Cases
● Ability to Collaborate Across Multiple Teams
● Identify Stakeholders Needs and Responsible Parties
● Excellent Customer Service Skills
● Excellent Phone Etiquette
● Excellent Listening Skills
● Data-Driven Decision Making
● Identify Performance Trends and Coaching Opportunities
● Hiring and Separation Duties
● Emotional Intelligence, Internal and External Empathy
● Adaptability to Industry Trends and Business Dynamics
● Develop Talent and Stimulate Employees Career Paths
● Data Mining, Report Creation and Monitoring
● Support third Party Vendors on Product Integrations and Implementation
● General Knowledge of UI, UX and Web Best Practices
● General Knowledge and Understanding of Collaboration Techniques
● Listen for and Recognize Upsell Opportunities
● Written Communications and Documentation Skills
● High Bandwidth Call Center Environment with International Staff
● Driven by personal, team and company achievement with a commitment to excellence. ● Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality. ● Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness.
● Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues. ● Experience and comfort interacting with and influencing C-level executives.
● Strong communication skills – written and verbal – with understanding of situational best practices. ● Excellent presentation skills – from small to large audiences.
● Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes.
● Experience with VoIP technology, Contact Center technology and terminology including SIP, RTP, QoS, COS, and codecs preferred.
● Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferred.
● Ability to Triage Workloads, Identify and Assign Priority Items
● Listen for and Recognize Opportunities to Increase Customer Engagement
● Prioritize Customer Experience Through Feedback and Observation
● Develop and Implement Strategies Around Positive Customer Interactions
● Attention to Customer Loyalty and Retention Feedback
● Ability to Translate Customer Needs in to Feature Requests and Use Cases
● Ability to Collaborate Across Multiple Teams
● Conduct Executive Business Reviews with key stakeholders to align on goals, outcomes, and value realization ● Collaborate with Sales and Services teams to drive renewal, cross-sell and upsell
Sheridan Ghiorzi| sheridan.ghiorzi@gmail.com | +1 (602) 326-3339
● Identify risk and execute a cross-functional risk mitigation plan
● Identify product improvements by remaining current on customer needs, industry trends, market activities, and competitors
Key Skills:
● Project Management
● Leadership
● Sales and Service Operations
● Call Center Operations and Management
● Recruiting and Staffing
● Human Resources
● Workforce Management
● Quality Assurance Program and Management
● Training and Employee Development
● IT Implementation
● Healthcare Delivery Contact and Digital Services
● Customer Success
● Bilingual English/Spanish Management and Development
● Client Management
● Employee Development
● Analytics Reporting
● Innovation
● SaaS Customer Success and Retention
● Growth and Profitability
● Start-Up Organizations
● Team Building
● Accounting
● Budgeting
● Forecasting
● Business Development
● Marketing
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