Adrienne Cabral Email & Phone Number

Watertown, Massachusetts, United States

Basking Ridge, New Jersey, United States

Established the Customer Service Management and Operations role as an active participant in improving customer relations both inside and outside of EyePoint by establishing the various customer touchpoints that can impact customer relationships.Customer Operationso Designed and implemented process workflow for managing customer request for product.

Greater New York City Area

• Manage a team responsible for providing Account Support and Customer Service within the 5,300 Academic Institutions and the Federal and Municipal Government Markets located throughout the United States plus Puerto Rico.
• Collaborate with Human Resource to improve selection process and retention of staff by:o Identify key skill sets needed for role and worked with outside agencies on candidate selection.o Utilize Mercer Process to.
• First point of contact for internal and external customer escalations and collaborated with related entities for timely resolution
• Assisted in the implementation of call tracking system to improve response to customer queries across fulfillment pipeline
• Manage global initiative to improve customer service by:Organizational leadership and planning
• Improved workflow between back office operation and workflow through staff reorganization and implementation of internal resources:o Established Service Level Agreement (SLA’s) that resulted in an improved sales cycle.

Greater New York City Area

• Managed of a team of 10 Sales Representatives responsible for selling the American Banker to Commercial and Government financial institutions located through out the United States, Canada and Puerto Rico. Retention and.
• Established criteria for improved selection of potential candidates
• Conducted all prescreening, interviewing and hiring of sales staff
• Designed, implemented and led all sales training
• Created sales incentives to help meet weekly circulation goalsCustomer Service
• First point of contact for all customer service inquiries including online access and print customer deliveries

Greater New York City Area

Designed,implemented and expanded the business-to-business telesales program through the creation of an in-house outbound call center. Generated over 40% of subscriber base by successfully driving sales performance to a maximum 2000 sales production hours per week. Managed a staff of over 75+ full and part-time TSC's; 4 Managers and 1.

Professional Education, Human Resource Management

Bachelor Of Arts, Communications, Broadcast Journalism