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Sylvia Horvath

@sylviahorvath

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I lead customer experience training teams, staffing strategy, and operational improvement.

United States

Message

What I'm looking for

I'm looking to lead customer experience, training, or operations teams where I can improve staffing, coaching, processes, and service outcomes while supporting team growth.

At CXO Training, I oversee core teams and real-time staffing decisions to maintain agent occupancy, productivity, wait times, and business goals.

I design growth strategies, manage budgets and expenses, and lead teams in building onboarding processes for team members and customer service new hires. I guide supervisors in coaching agents, improving first-chat resolution, and identifying growth opportunities.

Previously, as a Global Expert Supervisor, I managed and coached 9–22 high-level agents through rapid change in a start-up environment. I planned process improvements and coordinated changes across skill management, customer experience transformation, and QA.

I began as a Technical Support Representative, providing billing, programming, and troubleshooting support while delivering first-call solutions and feedback that improved agent tools and resources.

Experience

Work history, roles, and key accomplishments

Current

CXO Training Manager

Current

CXO Training

Sep 2021 - Present (4 years 11 months)

Oversee and work with core teams to manipulate staffing levels real-time based on key business indicators, to maintain agent occupancy, productivity, and agent wait times to meet business and budget goals. Leverage effective communication skills with multiple departments to ensure success month-over-month achieving short and long-term goals, with a focus on determining and quantifying high-level i