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.

 

Delmar Smith – Campaign Manager, Technical Support

Delmar has over fifteen years experience in the Information Technology industry. After attending University of Central Florida and University of Florida, Delmar went to work for Radiant Systems as a Senior Systems Engineer specializing in cinema management and point of sale software support. After a move to Seattle, Washington to work with Microsoft Corporation in Advanced Research and Development designing call centers and ISO Compliant documentation around new products, he moved back to Florida to be closer to family and came to work for Contact Centers of America as a Technical Support Engineer for the world’s largest manufacturer of hardware and software automation products. Delmar has been with CCA since March 2010, and within a year had moved into a Technical Support Supervisor (Operations) position.  For almost two years, Delmar has been a member of our Leadership Team, coupling his experience as a support engineer, education in IT Administration, and management to build a solid foundation and relationship with our client. Delmar, is currently managing our existing business, in addition to executing new business endeavors in technical support initiated by CCA.

Chris Stovall – Campaign Manager, Sales & Retention

Before joining the CCA Team, Chris worked in the residential construction industry for 10+ years. Chris joined CCA in 2010 as a CSR in one of our sales campaigns.  Within the first month, Chris was quickly identified as the number one sales rep for that campaign, and was eventually promoted to a supervisor position overseeing that queue. Chris has since managed a plethora of campaigns and special projects with meticulous attention to detail and a firm passion for providing world class customer service by finding the perfect balance between excellent customer service and meeting company needs. Chris currently manages a retention queue for one of our clients, retaining customers who enrolled in the world’s 2nd most popular language learning program, Pimsleur Approach.

Susana Maldonado – Campaign Manager, Customer Service

Susana carries an extensive background in customer service with over 10 years of experience; 8 years in the call center industry. From Executive Assistant, to Front Desk Coordinator, to a Customer Service Agent, her passion has always been providing an exceptional experience to everyone she comes in contact with. In December of 2011, Susana was hired as a CSR for a customer service campaign. During the first few weeks, she was selected for a Lead position.  After just 4 months, Susana was promoted to Campaign Manager for the queue. In her current role, she oversees the daily activities of up to 60 call center agents, focusing on financial metrics, KPI’s and developing her team.  Her expert skills in providing customer solutions has proved to be effective and invaluable to CCA.