Adrienne Cabral Email & Phone Number

Montclair, Nj, Us

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 reimbursements, replacements and returns and established protocolso Created tracking and reporting structure for customer request and developed metrics to monitor inquiries and provide reporting and analysis to internal stakeholders o Established Service Level Agreements (SLA) for processing of all requests and worked with 3rd Party Partners to assure compliance. This included follow up and escalation as neededo Revised customer “Good Will Policy to reflect current protocols and workflow and communicate to internal stakeholders and saleso Coordinated with external vendor to update Internal Voice Response prompts and scripting to reflect requested changes and workflow for handling customer inquirieso Created Customer Satisfaction survey to assess performance and identify areas for improvementResults Driveno Established and maintained an SLA of 24-36 hours on all customer inquiries, including request related to product replacements and reimbursements and returnso Provide quarterly reporting to Commercial Operations to assure sales compensation reflects returns and reimbursementso Point of Contact for KAM interactions specific to credits and replacement and provide ongoing process training for sales and new hiresTeamworko Cross collaboration with Quality team and Pharmacovigilance to establish intake guidelines and training of intake specialisto Identified performance gaps of Pharmacovigilance team and worked with Quality team leadership to implement regular assessment tools including call recordings review o Word with 3PL to assure timely processing of all replacement shipments and trade credit

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 and Canada.Retention and Development• 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 ensure that compensation was competitive and established plan to bring staff up to market rateo Partner with Senior Management on a development plan to create a career path within the team. o Created and implemented on boarding training program to improve long term performanceCustomer Service• 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 and processing that was more in line with customer expectationso Collaborate with sales team to effectively manage, track and provide guidelines for timely completion of all recurring business.o Partner with Finance and Collections to assure revenue reporting accuracy and timely payment of invoiceso Provide guidance on best practices in accordance with business modelo Liaise with offsite departments and locations to resolve issues and implement processes to maintain a consistent workflow and minimize delays in moving business forward.

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 Development• 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• Created and implemented guidelines with sales to better respond to customer queries and provide timely resolution Organization Leadership and Planning Partnered with Senior leadership on the creation of sales proposals for new and existing customers. • Increased productivity, teaming with the Business Systems Group to develop and customize an in-house customer contact program streamlining the customer relationship management process by: o Designing and implementing a reporting structure to effectively evaluate sales performanceo Creating individual sales targets based on revenue and circulation goals as established by Senior Management• Ensured each team member maintains healthy sales pipeline• Ensure each team member maintains healthy sales pipeline

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 Administrator.Designed and implemented the telesales training and motivation programs for new and existing Telesales Consultants resulting in a 50% staff retention Improved sales performance during critical marketing periods by creating short and long term training programs designed to improve sales performance. Designed and implemented incentive programs to motivate and reward top producing Telesales Consultants.Implemented strategies designed to Improved retention and increased overall team performance. Created recruitment strategies and sales staff selection criteria.Coordinated the implementation of a call center systems management strategy increasing market penetration to a minimum 15%.Created Human Resource organizational policies, recruitment, and performance appraisals for all call center staff.Collaborated with Senior Management on significant Human Resource initiatives such as: *Company employee handbook in accordance with State and Federal Guidelines. *Established company recruitment and hiring procedures. * Implemented company policy on harassment and establishing procedures for handling complaints, investigations and behavioral training.

Professional Education, Human Resource Management

Bachelor Of Arts, Communications, Broadcast Journalism