Program Manager, Operations
iQor is a global provider of customer care and interactions, and Business Process Outsourcing (BPO) solutions. iQor specializes in providing data-driven, technology-empowered customer support and processing services. We're a value-added customer care provider of company and product support, emergency response, inbound and outbound sales, technical support, customer retention, order management, and up-sell/cross-sell. iQor supplies contact center analytics and services like customer analytics, business intelligence and scoring models. We're a non-voice IT enabled processing service that helps with cash application, data entry, deduction management, credit decisioning and chargebacks, and verification/reconciliation. iQor intervenes with 1st and 3rd party ARM services such as 1st party collections, 3rd party recovery, bankruptcy, invoicing and attorney services.
RON MUNOZ, Contact Center Optimization, Management & Consultant specialist, brings over 16 years of client services, operations, outsourcing and vendor management experience to his clients at Contact Center Connection. Ron has a solid track record of bringing demonstrated insight and experience into challenging environments. Plus, he possesses the leadership communications style that solidifies organization adoption, allowing for accurate tracking of progress and management of results that achieve the needed benefits. At Ronco, one of the premier consumer brands in the United States, Ron was responsible for restructuring the customer service, direct response (DRTV), telemarketing sales and quality assurance divisions of the company. Prior to that, he managed the retail services division of VeriSign, Inc, the world’s leading provider of internet infrastructure, where he was responsible for customer service and sales teams in multiple locations, providing a variety of security and telecom services. With wide ranging experience with clients across all verticals (DRTV, Sales, Pharma/Nutriceutical, Legal, Federal Government, Telecommunications, etc), including operations/vendor management and managing multi-site contact centers and outsourced operations both on & offshore, Ron leverages his expertise to design and implement operational strategies which result in reduced cost, increased efficiency and productivity, improved customer satisfaction and drive revenue to the bottom line. Ron holds two bachelor’s degrees from the University of California at Berkeley.