Colleen Joyce Pontes
About Colleen Joyce Pontes
Colleen Joyce Pontes is a Customer Service Associate Manager at OtterBox, where she leads a team of 15-30 representatives and designs skills-based interviewing techniques for peer managers. With over 11 years of experience at OtterBox and a background in human resources, she has successfully developed team members for internal promotions and consistently exceeds performance metrics.
Work at OtterBox
Colleen Joyce Pontes has been employed at OtterBox since 2013, where she currently holds the position of Customer Service Associate Manager. In this role, she leads a team of 15-30 customer service representatives, overseeing their performance and development. Pontes has designed skills-based interviewing techniques and trains these methods to peer managers. Her leadership has contributed to exceeding performance metrics while fostering a positive work environment that aligns with the company's core values.
Previous Employment Experience
Before joining OtterBox, Colleen Joyce Pontes held various positions in different organizations. She worked at Weight Watchers from 2005 to 2010, serving as Territory Manager for Manhattan and Connecticut, as well as taking on roles such as Ambassador, Leader, and Receptionist. Additionally, she was a Human Resources Assistant at Gordon Brothers Group from 1996 to 1998, and a Human Resources Analyst at Citigroup from 2001 to 2003. Pontes also worked as an HRIS Trainer & Developer at NuView Systems from 1998 to 1999.
Education and Expertise
Colleen Joyce Pontes earned her Bachelor of Arts degree from the University of Massachusetts Amherst, where she studied Communication, Spanish, and Sociology from 1989 to 1993. She furthered her education by obtaining a Master’s degree in Human Resources Management from Framingham State University, studying from 1997 to 1999. Her educational background supports her expertise in customer service management and human resources.
Leadership and Development
In her role at OtterBox, Colleen Joyce Pontes has demonstrated a commitment to leadership and team development. She has successfully developed multiple team members for internal promotions through effective succession planning and skills learning. Pontes collaborates with Human Resources, Workforce Management, and Quality teams to ensure that business requirements are met, showcasing her ability to work across departments to enhance team performance.