Search past winners/finalists


  • MESA logo

Listen Up Espanol, Portland, ME

How to EnterCompany: Listen Up Espanol, Portland, ME
Company Description: Listen Up Espanol is the leading bilingual call center for the U.S. Hispanic market. Founded in 2006 by co-founders Tony Ricciardi and Craig Handley,the company employs over 800 native Spanish speaking agents. The company has won awards for fast growth, innovation, management and more. Listen Up Espanol takes pride in operating under seven core values that all employees embrace.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year

Nomination Title: Julio Ortega, Agent of Quality

Tell the story about what this nominee achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Motivation is a psychological feature that induces one to act towards a desired goal and elicits, controls, and sustains certain goal-directed behaviors. Julio Ortega is not only an incredibly motivated individual, but he inspires passion and motivation in his team and fellow supervisors. He is responsible for redefining the customer experience and creating what he calls “Agents of Quality.”

Julio joined Listen Up Español in July of 2009 as an agent for only two years before taking on the challenge of Contact Center Supervisor in 2011. In his new role, it took him only 2 months to begin to inspire the same motivation that he possesses for excellence in his team of 22 agents.

His individual and team performance involved:

-23% of his agents achieved “Top 10 Performer” status (91% of his team are new employees)
-100% attendance
-Quality scores above 95% on every call
-“Team of the Month” for 9 consecutive months
-4 of his agents (out of 800 total) have set records and created new standards for sales and quality assurance
-“Supervisor of the Month” for 5 consecutive months

Julio’s leadership style is based on clear and effective communication with his agents. He believes in serving his team and is consistent in helping and promoting all agents, not just a few. Collaboration and respect are at the heart of this team. And though simple, the basis of his success is setting specific, weekly goals with each agent. This is a unique process because goals are based on individual passion and strengths. Although time consuming (Julio spends 75% of his work coaching), it ensures each agent will maximize their potential and achieve previously unmet standards of quality and excellence for clients.

Mr. Ortega had to establish himself as a leader among peers. His playful attitude, innovative leadership style, and passion for improvement made it a seamless transition. Julio organizes team volleyball tournaments, checks out and encourages reading business books from the company library, sets up one additional training session per week (with 100% attendance), and encourages engagement in company charity initiatives.

Director of Operations, Isaac Rivera, had the following to say, “Julio is a very skillful and compassionate agent with a unique and natural ability to coach. He has no issues transmitting his knowledge, dedication, and intensity for excellence to his team.”

By managing with his heart, Julio creates an environment filled with passion and motivation where agents see the big picture and want to work hard to create better results for clients and give back to the community; they are true “Agents of Quality.”

 

Provide a brief (up to 125 words) biography about the nominee:

Julio Ortega(27), Contact Center Supervisor, joined Listen Up Español in July of 2009. His key role is to ensure that agents achieve quality and revenue goals, handle calls with precision and harmony while working within the core values of the company. Mr. Ortega is responsible for the success, growth and trust of the agents that report to him. He provides appropriate training and feedback, identifies individual motivators, monitors performance and assists in embracing the company culture and values. Julio is also responsible for starting a company charity initiative with the local cancer institute in Hermosillo, Mexico.