Chris Aleman Email & Phone Number

Dania, Florida, United States

Dania Beach, Florida, United States

Dania Beach, Fl

Dania Beach, Florida

Dania Beach

Dania Beach, Fl

IntelePeer delivers an omnichannel communication platform as a service (CPaaS) built for the enterprise. We believe that business communications are meant for more than just simple interactions – they should enable businesses to deliver truly delightful experiences. With our voice, messaging, ready-to-use applications, open APIs, and real time analytics, companies can build and integrate communications- enabled workflows to create world-class customer experiences and improve business processes through automation. Our full-stack solution is backed by a rock-solid network and a team of experts who provide nothing but award-winning customer service. It’s time to move beyond basic communications! Visit www.intelepeer.com to learn more.

Miramar, Fl

Responsible for quality, contract management and vendor relationship management for over 1,000 small independent businesses, with direct oversight of 40 Quality and Escalation resources. Served as initial point of escalation on the program. Responsible for escalation tracking and resolution.

Tampa, Florida

Provided oversight and direction for 200 seat Contact Center, including Operations, Quality, Training, and WorkForce Management within the Healthcare Industry. Successfully implemented the Contact Center from the ground up, which included streamlining hiring process through training. Accomplished on-boarding over 200 employees through 7 simultaneous training classes over a 5 month period. Evaluated and effectively created paperless environment within Contact Center, reducing potential administrative costs across multiple sites both on and off shore.

Hollywood, Fl

Managed daily operations of both inbound and outbound Customer Service department servicing over 3.8 million members across all Medicare, Medicaid, and Commercial lines of business. Provided leadership and mentorship over seven supervisors, six team leads, and over 120 customer service advocates, in addition to multi-site staff across multiple states. Aided in the development of a new quality program and after call survey response tool enhancing member overall customer experience. Evaluated and monitored internal systems and procedures proposing improvement of effectiveness and efficiency as needed resulting in development and consolidation of our Interactive Voice Response (IVR) system from seven to two, in addition to implementation of payment processing capabilities. Created and implemented personal and professional opportunities for staff development; participated in the development of training activities to improve response quality and quantity across multiple sites.

Miami, Fl

Managed daily customer service activity for inbound customer service of (18) customer service reps and (8) support staff - expediting, quality assurance, training, team lead, resolution specialist, customer advocacy. Ensure customer experience through coaching and support of customer service team.

Southwest Ranches, Fl

Responsible for overall planning, organizing, and execution of all contact center functions of the New Accounts center. Work in conjunction with other support teams to improve site performance at all levels, satisfying both internal and external customers. Responsible to staff, instruct, schedule, lead, motivate, budget, coach, develop, train, analyze and organize every team member so that customers, employees and owners wants and needs are met. Work independently to develop and improve internal processes including internal standard operating procedures and external vendor support.

Miami, Fl

Responsible for building effective teams in customer service and sales (both inbound and outbound), setting performance direction, holding others accountable, delegating, motivating, and coaching and developing others. Also accountable for driving results and leading through constant change.

Miami Lakes, Fl

Responsible for building effective teams in sales (outbound programs) and customer service (inbound), setting performance direction, holding others accountable, delegating, motivating, and coaching and developing others. Also accountable for driving results and leading through constant change as an outsourcing center.

Groton, Connecticut

Education record

Activities and Societies: Junior R.O.T.C., Varsity Cheerleading

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General