Now hiring groundbreakers in Albuquerque

LQ Digital appoints Marian Lucero-Garcia to lead Albuquerque office

September 7, 2021

LQ Digital, the digital marketing firm headquartered in the San Francisco Bay Area, has officially announced the appointment of Marian Lucero-Garcia to lead their newly opened Albuquerque office as the Director of Contact Center Services.

Marian Lucero-GarciaLQ Digital focuses on long-term growth for its clients by helping them target and convert more of their most profitable customers across digital channels. The company helps large, enterprise consumer-focused companies target and identify key customers through digital media marketing programs—Facebook, Google and Affiliate Marketing.  LQ Digital uses its world– class contact center to respond to those who express interest, qualify them and then put them in touch with a sales rep. The company recently launched their new location in Downtown Albuquerque to grow their contact center, an integral part of their business.  When it came time to finding the right person to lead that contact center, LQ Digital knew they wanted to source talent locally.

“We chose to open a location in Albuquerque because we were blown away by the culture and the people here. Simply put, Albuquerque’s ‘can-do’ spirit, integrity and hardworking values matched our own company values. We knew our contact center, such an important part of our expanding business, would flourish here.” said Chris Ericson-King, General Manager of LQ Digital.

After searching through hundreds of qualified applications, LQ Digital determined that Marian Lucero-Garcia would be the right person to lead the new office location. An Albuquerque native with over 12+ years of experience leading contact centers, teams of more than 300+ employees, and a gift for streamlining operational efficiencies while promoting a strong sense of culture, Marian was the natural choice.

“We are very excited to have Marian joining our team to lead our operations in Albuquerque.  With 12+ years in New Mexico building high performing contact center teams and sites, she has the local experience we were looking for.  That combined with her high energy, can-do attitude, and focus on developing strong team cultures, fits our core values perfectly” said Chris Erickson-King.

Marian comes to LQ Digital from Concentrix in Las Cruces, NM where she recently served as the site Director. There, she lead 15 Team Leaders and 3 Operation Managers to guide 350+ employees around multiple programs and strategies that supported clients in the hospitality, telecommunications and healthcare industries.

Focusing on employee growth and development, she launched a healthcare open enrollment program to full time employees in brick-and-mortar sites additional 20 work at home (WAH) locations in Texas.  The program was ranked #1 in the nation through the length of the season. The success of the program led to permanent positions for the agents in the client’s WAH platform after the site sunset.

She also redeveloped a customer service and sales channel of 200+ agents. In under 2 years, Marian and her team were able to revamp the existing program by driving culture and development to change the direction of the site.  This focus led to an increase in performance and restored the faith of a major client in the telecommunications space and increased headcount by 25 seats to the business.

Additionally, as part of rebuilding the site culture, she relaunched a hospitality program to 81 full time employees. Marian was instrumental in developing a culture of accountability and ownership and as a result, the team was able to rise to #1 in the nation for hospitality reservations within 120 days. The success was able to secure the employee seats by relocating them to a nearshore site, securing jobs back here in the United States. An additional 30 of these agents were able to secure WAH opportunities in this channel after the sunset of the site.

Prior to Concentrix, she served as Senior Operations Manager at Convergy’s Corporation at Rio Rancho, NM where she was instrumental in developing multiple new digital lines of business, working with 230+ agents and 11 team leaders to provide technical support and customer service in the social media space.

She was able to transition 85 voice agents to launch a digital chat platform which grew to over 200 FTE in less than a year and was ranked #1 in the nation over the clients’ internal sites for over 2 years.  She also transitioned 65 chat agents and launched the social media platform to support Facebook and Twitter. This channel was the first launch for a major telecommunications client and its success led to an increase in customer satisfaction scores (CSAT) and resulted in consistent best-in-class performance for over 2 years.

LQ Digital made the announcement at the recent “Candidates at the Cantina” event, a high-energy hiring event and celebration to launch the opening of the new contact center location in the newly remodeled First Plaza building in Downtown Albuquerque. LQ Digital is committed to hiring 100 groundbreakers to help open the new location, with the first 30-40 applicants poised to receive extra incentives.

LQ Digital’s commitment to building a supportive, rewarding culture for all employees resonated with Marian.

“I am excited to join a team that shares the same vision of company culture as I do. They value their employees first. My philosophy is, you spend most of your time at work, so it should be an enjoyable place to be. LQ Digital gets that. They are committed to employee engagement and development and together, our goal is to become ABQ’s employer of choice,” said Lucero-Garcia.

LQ Digital is still hiring their first team of “groundbreakers”. If you or someone you know is interested in joining a growing company that values their employees FIRST – please apply and visit lqdigital.com/ABQ. LQ Digital is set to open their new office at the First Plaza location in Downtown Albuquerque on October 1.