Meet the CCA Management Team
Joseph Cupo – Director of Operations
Joseph comes to CCA with over 11 years of Call Center experience in various industries, has a proven record of increasing revenue, productivity and efficiency, as well as reducing operational costs. He takes pride in providing superior customer experiences, while building long-term relationships and demonstrating a passion towards customer commitments. He is fully responsible for workforce planning, strategic enterprise growth, organizational development initiatives, account management, strategic account planning, annual sales forecasting, and complex proposal generation at CCA.
Teresa Fagan – Human Resource Manager
Teresa graduated from the University of Phoenix in 2005 with a Bachelor’s degree in Business Management, emphasis in Human Resource. With over ten years of Human Resource experience working for companies such as Wyndham Corporate, Walt Disney World, and Nickelodeon Family Suites, she has continued to exceed company expectations through lowering attritions levels, increasing employee appreciation and motivation, while maintaining a highly skilled workforce and emphasizing the importance of each client’s company culture. This experience has produced award winning results when she was honored with the Workforce Central Florida Summit Award out of over 100 corporate entries. In addition, she was also highlighted in the State of Florida Workforce Central Florida Annual Report. With a passion for people she believes that her best Human Resource accomplishments are yet to come with the dynamic team of employees at Contact Centers of America, LLC.
Linda Lopez – Director of Work Force Management
Linda graduated from Texas A&M-University-Commerce in 1999, previously to joining Contact Centers of America. Linda has an extensive professional experience working in such industries as defense contracting, education, residential and commercial lending, as well as the call center industry. Linda has worked with several WFM tools, including Irene, Aspect, and InContact at CCA. Linda has single handedly designed and built CCA’s WFM system/department from the ground up.
Hector Torres – I.T. Manager
Hector came to CCA with over 17 years of experience in the Information and Technology industry as an administrator, a programmer, and a supervisor. For a decade and a half, Hector worked for Custom Masters Inc. where he maintained their network, programmed state-of-the-art Mazak Computerized Numerical Control machines, and managed the CNC and Motor departments of manufacturing and production. In 2007, Hector started HorizonsLive, which is a Web Design and I.T. Consulting firm for start-up small businesses and has steadily grown the company over the last 6 years. Hector joined CCA as a Tier II Technical Support Engineer for the world’s largest manufacturer of hardware and software automation products on February 2011 and was quickly recognized as one of the top performers because of his wealth of knowledge and his continuous hard work. In May of 2012, he was promoted to I.T. Administrator, then to I.T. Manager one month later. Hector’s education includes MCSA (Microsoft Certified Systems Administrator), and MCSE (Microsoft Certified Systems Engineer), acquired while attending Valencia College.
Zulficar Ghanie – Campaign Manager, Customer Service
Before joining the team, Zulficar established a strong background in customer service, management, and sales while working for a grocery/meat shop. Zulficar started working for CCA in February 2010 as a Customer Care agent, while completing his General Engineering degree at Valencia. After quickly learning the call center operation, and excelling among his peers, he was promptly promoted into a supervisor role in October 2010. Zulficar manages over 70 customer service/sales representatives and consistently produces successful and profitable campaigns. His future goals are to graduate with a bachelor’s degree in Business Administration.