Ariel Negron Email & Phone Number

Fort Lauderdale, Fl, Us

United States

West Palm Beach, Florida, United States

CALL CENTER MANAGEMENTDeliver brand experience across all company footprints, supporting optical branding, and help promote/convert lead generation into sales.● Managed all call center operations such as data analytics, Microsoft BI Tableau reporting, optimizing call center performance, BBB & CSAT reporting, developing forecast projections for inbound call volume.● Redefined call center IVR experience; inbound & outbound phone routing and phone mapping of more than 800+ marketing campaign phone numbers.● Implement sales initiatives to increase customer base by creating a successful outbound sales call initiative ($1.03M gained sales revenue), reducing service cancellations, and leveraging the WOW factors on caller experience (94% QA rating).● Lead of develop training material, modules and sessions for call center employees on a sales & service perspective. Includes phone scripting enhancements, QA scoring improvements, creating the KEEP process in proper coaching documentation.

Fort Lauderdale, Florida

CALL CENTER MANAGEMENTDrive high level results to maintain company growth within an automotive industry focusing on OE and aftermarket parts. In doing so, this leads to customer loyalty and rebuilding of company brand. ●Manage all call center operations such as data analytics (AHT, hold time, wait time, call volume, scheduling, call calibrations), and peer to peer documented coaching. ●Management of phone routing and phone mapping for 15+ market US territories. This also included marketing and sales routing, logistics, E-Commerce sales and service phone routing.●Lead of E-Commerce operations from a call center perspective, maintain business venture relationships, pricing strategizing, sales and RMA process, customer service. ●Lead development training materials in collaboration with customer service and sales which included digital training modules and sessions for internal and field associates on phone etiquette, sales force, customer service and WHI ordering systems.•Weekly presentational reporting based on call quality, call scoring observations, Call variance, E-commerce revenue and growth margin, Order tallies, and market performance.

Miami/Fort Lauderdale Area

CALL CENTER MANAGEMENTA new exciting path within my career in AutoNation. In my role, I take on the opportunity for organizational growth with prioritizing my focus on customer service experience, strategic planning, quality assurance and company expansion in the Equity Mining Program.With years of call center experience, end goal is to expand the reach of our customers and deliver the WOW experience for the customer.

Greater Philadelphia Area

CALL CENTER MANAGEMENTSALES & SERVICE SUPERVISOR Jun.2016-Jun.2017CUSTOMER SALES & SERVICE REPRESENTATIVE Mar. 2015-Jun.2016Facilitated and managed sales development courses focusing on customer retention, revenue write down and new business growth to reduce churn and increase customer retention all to meet desired business needs and growth.Managed team of approximately 18-25 sales consultants in a sales and service call center.Exceeded regional annual sales by 112% within the first year as a Sales Supervisor.Champion in sales retention with year over year gains of 7.45% in service cancellation.Administrator in hiring, payroll and expense reporting.Technical Support SupervisorVerizon Communication / Philadelphia, Pa / 6/2017-3/2018Responsible for leading and developing teams of approximately 20-65 technical service agents in a consumer service center.Obtain business desired results by executing strategic planning towards performance metrics and prioritizing goals towards business needs.Manage mentorship programs to create career development for entry level employees to 1st level. Top performer in customer service satisfaction exceeding 108% in first year of role.

Cranbury, Nj

CALL CENTER MANAGEMENTFacilitated and managed sales team with call calibrations, talent development training, manage business partnership ventures to business growth. • Managed team of approximately 10-15 sales consultants in a sales and service call center.• Exceeded regional annual sales by 120% within the first year as a Sales Supervisor.• Managed training development courses to enhance customer service experience and meet business sales demands.• Administrator in inventory, sales orders and expense reporting.

Union, Nj

CALL CENTERManaged high volume of inbound calls for residential and business natural gas customers. Exceed performance to meet desired business demands. • Top performer, inbound call intake of 80+ consumers per day.• Perfect Attendance Award 3 year’s consistent.• Handled Multilanguage call routing for English and Spanish.