Ricky Meza
Call Center Executive Director | Customer Experience & Operations Leader
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About
Executive level call center and customer experience leader with 20 plus years of experience building, scaling, and optimizing high volume contact center operations across sales, service, inbound, and outbound environments. Proven success transforming early stage call center functions into structured KPI driven revenue generating operations.
Experience
Call Center / Customer Experience Director - Carson Toyota - Carson, CA
Led full scale sales and service contact center operations in a high volume automotive environment.
- Managed hiring, training, coaching, scheduling, discipline, and performance management for all agents
- Built structured call center processes including scripts, workflows, escalation paths, and KPI systems
- Designed customer engagement lifecycle strategy from day 1 to day 90
- Improved contact rates, appointment setting, and conversion performance
- Managed multi channel communication including phone, email, CRM, and digital platforms
- Transformed contact center into a revenue generating profit center
- Optimized CRM systems including Reynolds and Reynolds, VinSolutions, DealerSocket, AutoAlert, Xtime, and CarWars
- Developed training curriculum covering communication standards, objection handling, and KPIs
- Managed escalations and resolved high level customer service and compliance cases
- Partnered with marketing to increase inbound call volume through campaigns and outreach initiatives
- Maintained data integrity and vendor performance across all systems
Business Development Call Center Director - Kia of Downtown Los Angeles - Los Angeles, CA
Led inbound and outbound call center operations supporting sales and service engagement.
- Implemented 30 second response standard improving lead engagement and contact rates
- Managed 20 plus agents in high volume outbound calling environment exceeding 100 calls per agent daily
- Developed scripts, cadence strategies, and performance frameworks
- Created training systems for onboarding, coaching, and KPI accountability
- Managed CRM based outbound campaigns and customer lifecycle engagement
- Supported high volume retail performance through appointment driven conversion strategy
Call Center Operations Director / Sales and Service Business Development Director - Car Pros Kia of Carson - Carson, CA
Built entire call center operation from the ground up including layout, staffing, systems, and workflows.
- Designed inbound and outbound call center processes for sales and service departments
- Created hiring, onboarding, and training systems for all staff
- Developed KPI tracking systems including call volume, contact rate, appointment rate, and conversion metrics
- Established coaching and QA systems to improve performance consistency
- Created scripts, communication standards, and escalation procedures
- Transformed call center into a structured revenue generating operation
- Partnered with executive leadership on forecasting, compensation, and operational goals
- Supported service drive operations during peak demand periods
Telemarketing Sales Supervisor / Lead Trainer - Orange County Register - Santa Ana, CA
Managed outbound call center teams up to 16 agents.
- Report directly to VP of circulation department
- Led hiring, training, onboarding, and performance evaluations
- Developed scripts, incentives, and call strategies to improve sales performance
- Conducted QA monitoring and coaching for performance improvement
- Work off predicting dialer / contact center dialer, load campaigns, and manage KPI metrics
- Process staff sale credit card payments
- Analyzed operational data, call trends, and campaign performance to identify opportunities for increased efficiency, productivity, and profitability
- Presented performance reports, forecast, and strategic recommendations to senior leadership and stakeholders
Tech Team Staff / Management Trainer - Stefanini IT Solutions - Southfield, MI
(2010-01 - 2012-12)
- Provided technical training and system implementation support
- Delivered operational troubleshooting and end user training
- Supported large scale deployment and onboarding initiatives
Early Career Customer Service and Sales Roles - Multiple Companies
Held positions at American Botanical Pharmacy, World Wide Preferred Publishers, and Meier and Frank.
- Built foundational experience in inbound customer service and sales operations
- Supported collections, sales, and high volume phone environments
- Developed early leadership and training experience
Education
B.A. - Public Relations - California State University Dominguez Hills
