Joe Shield - Regional Director Customer Development, C2 Perform

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Work Background

Viral Media GrowthSr. Global Advisor

Aug. 2023Panama City, Panamá, Panama · HybridAdvise global strategic plans, investments, partnerships, and initiatives Provide insights and recommendations to capitalize on opportunities Share expertise and perspective to enhance international operations Facilitate relationships and collaborate with regional leadership Stay current on global trends, to inform strategic decision making and planning Present findings and make recommendations to senior executives Guide and mentor staff and teams on executing global strategy initiatives

C2PerformRegional Director-Customer Development LATAM/Caribbean

Nov. 2021United States · HybridWe help clients improve performance and retain their employees.

Commercial Services & SolutionsManaging Partner

Dec. 2019Panama City, Panamá, Panama · HybridCommercial Sales/Lead Generation Software Development & Technology Consultant Outsourcing Talent & Acquisition BPO Sourcing Support Feasibility Study/Cost Benefit Analysis Vendor Management/Account Management Commercial Representation Performance Management & Process Improvement

iQorOperations Manager

Nov. 2017 - Nov. 2019PanamaLeadership of 47 agents & 2 team support members Care & Collections campaigns Payroll/Incentive Budget/Petty Cash Talent & Acquisition final decision full participation Performance Management - Process Improvement Client calibration QA & Language Training/Quality oversight External auditor

ITS PTY Inc.Director of Business Development

Apr. 2016 - Oct. 2017Panama City, PanamaSales activities offering Outsource/Staffing services Performance management Care/Sales/Engagement campaigns Training best practices Care/Sales/Engagement/Collections Technology recommendations for software/hardware partners Managed 3 campaigns care/sales/engagement

Kontact ArtDirector Of Operations

Sep. 2014 - Mar. 2016Panama City, Panama Banking DistrictForecasting/planning/execution of growth Service offering of products/services Development of training workshops Care/Sales/Collections external clients Talent & Acquisition for internal & external clients Technology recommendation/implementation Coaching/motivating/developing staff

Benefits Solutions LLCDirector of Operations of Americas

Oct. 2013 - Sep. 2014Panama City, PanamaVirtual Contact Center deployment Appointment Setting-Schedule Management for US Account Managers Talent & Acquisition complete process Technology recommendations & implementation Performance Management/Process Improvement Daily/Weekly/Monthly/Quarterly shareholder Meetings

SitelSr. Operations Manager

Jun. 2012 - Sep. 2013Panama City, PanamaPerformance management 18 supervisors’ 400 sales/care/chat/tech/quality/WOE agents Talent & Acquisition Implementation of best practices to improve CSAT Create/Monitor/Deploying Incentive programs Daily-Weekly-Monthly-Quarterly meetings Forecasting/Planning/Execution of growth 230 to 400+ employees

Arrow Contact Solutions IncDirector Of Operations

Jun. 2009 - May. 2011Panama City, PanamaCall Center Implementation Lead generation for new business opportunities Performance management Sales/Care/Collections/Engagement agents Talent & Acquisition complete cycle (RPO) internal & external partners Daily & Weekly Meetings review performance Training agents & US Regional Directors CRM

LG ElectronicsOperations Manager

May. 2007 - May. 2009Panama City, PanamaManaged 3 Dept. HA/HE/Canada Cellular warranty division Forecasting & recommendations call volume & staffing Talent & Acquisition Performance management supervisors (4) Agents (80) Create/deploy motivational & incentives programs

SITELOperations Manager/Incentive Project Manager

Aug. 2002 - May. 2007Panama City, PanamaReview of the operational stats of 7 campaigns Performance management for Care/Sales/Engagement/Collections/BO/Airline Reservations Creating-Monitoring-Deploying Incentive Program for all employees (R2S) Talent & Acquisition QA Calibration Care/Sales/BO/Engagement campaigns