1. LETICIA A. FOGLE
Cell Phone: 757-401-5481
A collaborative and energetic leader with experience managing US and global operations with a specialty
in Call Center Vendor Management.Experienced in managing high performanceteams,driving sales
revenue, project management and building and maintaining vendor relationships. I am customer and
employee focused, a self-starter,quick learner and focused on driving operational and strategic
Areas of Expertise
Operations Management Decision Making and Problem Solving
Project & Program Management Strong Leadership skills
Vendor and Outsource Management – US
and Global Operations
Service Level Management (SLA)
Service Chat, Sales Chat and Email support Proficient in MS Word, Excel, Outlook and
EGS – Expert Global Solutions, Virginia, Beach,VA 2014 – Present
Call Center Division Manager
Manage operational activities for assigned client program(s) within company and client guidelines and
policies. Manage, motivate, and develop front line supervisory staff responsible for the day-to-day
performance of operations. Ensure both the client Key Performance Indicators (KPIs) and company
performance expectations are met.
Manage Team Managers to ensure program(s) productivity, quality and customer satisfaction/client
performance objectives are met and performed in an efficient manner.
Communicate client and company goals and metrics with team members to deliver high level of
Coach and develop direct report to acquire and refine necessary job skills through constructive
feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and
one-on-one meetings with reports to evaluate performance against KPIs.
Review operational reports on regular basis and develop and implement action plans to address
Hold regular team meetings with direct reports on regular basis to review previous day/week/month
program performance and provide guidance regarding future performance in order to continuously
Provide regular feedback to Site Director and other members of the management team regarding
current operational performance. Escalate issues appropriately and in real-time including, but not
limited to, financial, performance, and human resources issues.
Ensure all positions are staffed appropriately to meet client requirements.
Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are
administered in a cost effective manner.
Execute short and long term performance goals developed by Senior Management Team.
2. Orbitz Worldwide, Chicago, IL (Remote employee, VA) 2005 – 2013
Senior Manager Vendor Management
Responsible for managing US and Global contact center operations, driving sales revenue and
contribution margin, customer satisfaction and project management.
Identify and implement new processes for call center performance improvement
Drive voice and chat sales revenue and contribution margin
Partner with finance and vendors to ensure invoicing accuracy
Oversee escalation issues to ensure customer satisfactory outcome and minimal costs to company
Collaborated with workforce management and finance teams to ensure maximizing revenue and
Demonstrated ability to manage teams, execution and delivery of projects on time within budget
through adherence to standards and best practices, risk mitigation and stakeholder management
Drive customer satisfaction via all contact channels Email, Service Chat, Sales Chat and voice
Meet and exceed Service Level Requirements (SLA)
Partnered with Product, Technology, and Revenue Management teams to support call center
initiatives and performance metrics
UPSTREAM LLC (FORMERLY ROSENBLUTH INTL) Chesapeake, VA 2004 – 2005
Responsible for managing call center team on various programs. Strong focus on sales revenue,customer
satisfaction, quality and leadership development.
Manage team of 50+
Maintain and track call quality assessments
Drive sales and performance metrics
Provide coaching and development to supervisors
Meet client sales quotas and customer satisfaction goals
LETICIA A. FOGLE
UPSTREAM LLC (FORMERLY ROSENBLUTH INTL) Chesapeake, VA 2001 – 2005
Responsible for managing call center agents and performance. Main focus on agent development and
exceeding client metrics and goals.
Manage team of 30+
Provide training to team members
Monitor and provided coaching to associates
Manage schedules and staffing requirements
Handle customer and client complaints
Responsible for tracking and reporting daily attendance and payroll
Associate Degree,Commonwealth College, Virginia Beach,VA (October 1994)
Fluent: English and Spanish