Evelyn Rogers Email and Phone Number

In my role, I led daily contact center recruitment efforts, screening potential clinical trial patients and disseminating study-specific information. Managing a global call center, I oversaw outsourcing partners, set goals, managed campaigns, and ensured rigorous compliance. I formulated and monitored Service Level Agreements (SLAs) for campaigns, rigorously enforcing vendor adherence to training. Collaborating with the quality assurance team, I tracked call center vendor compliance to enhance… Show more In my role, I led daily contact center recruitment efforts, screening potential clinical trial patients and disseminating study-specific information. Managing a global call center, I oversaw outsourcing partners, set goals, managed campaigns, and ensured rigorous compliance. I formulated and monitored Service Level Agreements (SLAs) for campaigns, rigorously enforcing vendor adherence to training. Collaborating with the quality assurance team, I tracked call center vendor compliance to enhance agent performance.As part of overseeing the Clinical Trial Contact Center, I supported patient recruitment strategies, ensuring timely portfolio delivery. I directed various contact center projects and managed specific studies. Conducting independent final analyses, I assessed potential impacts on clinical studies and programs.In collaboration with IT colleagues and external suppliers, I coordinated technology requirements for seamless operations. I also played a key role in identifying and mitigating risks, executing enhancements within the Contact Center.Key Accomplishments: Optimized call center reporting by delivering weekly reports for study-specific campaigns. Implemented a streamlined process for tracking and managing escalations from trial participants. Initiated weekly call calibration sessions to evaluate agent readiness and proficiency in medical terminology. Administered setup and deployment of the Clinical Trial Contact Center as a subject matter expert for enhancements. Show less

In this position, I led a team of customer service agents sourced globally from outsourcing partners, focusing on optimizing communication and executing project functions for client success. Managing relationships with five contact center vendors, I improved operations through detailed data analysis, consistently exceeding monthly KPI goals. Collaborating with the analytics team, I actively monitored and enhanced the performance of contact center partners, contributing to the development of a… Show more In this position, I led a team of customer service agents sourced globally from outsourcing partners, focusing on optimizing communication and executing project functions for client success. Managing relationships with five contact center vendors, I improved operations through detailed data analysis, consistently exceeding monthly KPI goals. Collaborating with the analytics team, I actively monitored and enhanced the performance of contact center partners, contributing to the development of a universal quality assurance platform.My role included ensuring uniformity in contact center onboarding, training, call handling, and reporting, maintaining operational consistency. Engaging in discussions with internal teams and departments, I took the lead in decision-making processes related to various projects. Additionally, I designed and implemented precise goals, KPIs, and SLAs using a workforce management tool, contributing to overall business success.Key Accomplishments: Orchestrated the workflow design for transitioning contact centers to remote work during the COVID-19 pandemic as per security and compliance standards. Oversaw shift of inbound call telephony management in-house, reduced costs by $0.06 per minute, and attained annual savings of $190,000. Instituted regulated standards and repeatable processes for contact center partners with objective compliance. Focused on the top three performing contact center vendors and achieved higher conversion and utilization rates. Implemented requirements for 100% agent proficiency in proper medical term pronunciations. Show less

In this position, I revamped the customer service strategy to precisely align with overarching business goals. Leading strategic alignment efforts within the leadership team, I significantly improved sales performance and heightened customer retention. Managing call center vendor relationships for three outsourced partners, I prioritized collaboration and performance optimization.Maintaining direct communication channels with the marketing department, I synchronized customer service… Show more In this position, I revamped the customer service strategy to precisely align with overarching business goals. Leading strategic alignment efforts within the leadership team, I significantly improved sales performance and heightened customer retention. Managing call center vendor relationships for three outsourced partners, I prioritized collaboration and performance optimization.Maintaining direct communication channels with the marketing department, I synchronized customer service strategies with broader organizational goals and gathered actionable customer feedback. Additionally, I implemented targeted procedures for the efficient operation of the customer service department, ensuring a streamlined and responsive approach.To foster operational synergy, I crafted precise workflows ensuring outsourcing partners mirrored the activities of internal call center agents, promoting a cohesive and seamless customer service experience.Key Accomplishments: Boosted sales revenue AOV from $95 to $110 over 12 months and increased the sales conversion rate by 10%. Managed a team of 300 agents, comprising 150 internal and 150 external agents to drive organizational sales. Implemented the transition to omni-channel services, incorporating phone, email, text, self-service, and chat. Supported a bilingual customer base by onboarding an outsource partner with multi-language capabilities. Attained consistently high customer satisfaction ratings through client service coaching and development. Elevated the average retention value from $35 to $41 per opportunity. Show less

In this position, I conducted weekly one-on-one meetings with sales team members, employing strategic methodologies to effectively close deals and drive sales conversions. Proactively engaging with at-risk customers, I prioritized relationship-building, needs assessment, and overall satisfaction improvement. In the realm of talent development, I meticulously assessed the skills, product knowledge, work habits, and sales management proficiency of newly hired salespeople, contributing to the… Show more In this position, I conducted weekly one-on-one meetings with sales team members, employing strategic methodologies to effectively close deals and drive sales conversions. Proactively engaging with at-risk customers, I prioritized relationship-building, needs assessment, and overall satisfaction improvement. In the realm of talent development, I meticulously assessed the skills, product knowledge, work habits, and sales management proficiency of newly hired salespeople, contributing to the formation of a highly competent team. Orchestrating targeted team-building programs, my focus was on fostering precise cross-collaboration among team members. To enhance motivation and performance, I implemented incentive programs that successfully drove the sales team to exceed targets. Prior to production transition, I ensured rigorous checks for order completeness and confirmed customer satisfaction. Providing a comprehensive experience, I facilitated each salesperson's involvement in an annual onsite installation. Additionally, I accompanied sales team members on client site visits, offering precise coaching and development opportunities to refine their skills.Key Accomplishments: Closed orders with an average price point of $27,000, while managing a high-performing team of 15 salespeople. Successfully recovered projects by proactively contacting customers seeking to pause/terminate installations. Conducted focused monthly coaching sessions to enhance the customer experience and drive sales. Maintained 90% of revenue goals during an economic downturn through strategic sales initiatives. Achieved an annual revenue generation of over $21M by initiating retail sales group initiatives. Integrated precise customer engagement strategies into training and development programs. Instituted an end-of-fiscal year challenge and motivated the team to close sales. Show less