Graciele Debrito Email & Phone Number

Boca Raton, Florida, United States

Handling the recovery of impounded vehicles for major Car Rental and Insurance companies.• Responsible for the day-to-day activities of 40 agents and a team of 4 Supervisors to ensure all performance metrics are met.• Partner with leadership and HR to screen, interview, and recruit exceptional to expand the team. Reduced attrition from 30% to 9% over 18 months.• Identify issues impacting finances for the company and implement process improvements to reduce costs to meet financial goals for the department. • Mentor team to develop and grow both personally and in their careers.

Los Gatos, California, United States

A company that specializes in e-commerce payment services for small to mid-size business. It develops software to assist merchants with their processing needs and fraud prevention.• Implemented new client processing accounts, including but not limited to onboarding, troubleshooting, researching and resolving funding issues.• Worked with clients to manage go live dates to ensure clients were implemented within expected time frame and budget, with world class customer service.• Worked with internal and external partners as a client liaison to ensure implementation was successful and client impact was minimized.• After the client went live, transitioned from project manager to account management role. Monitored, analyzed, and resolved issues for client processing activity to ensure contractual process agreements were met.

Coral Springs, Florida, United States

• Organize and direct the day-to-day activities related to the operation of the Call Center. Ensure that departmental goals such as KPIs, service level, quality, and staffing are met or exceeded for a staffing level of approximately 300 agents and 8 managers. Implement strategies to ensure attrition remains at an acceptable level.o Implemented a program for internal development that provided coaching and opportunities for internal mobility of agents/managers.• Partner with cross functional areas throughout the organization, such as Workforce, Quality Assurance, Training, and Recruiting, to share ideas and leverage best practices.• Lead a team of up to 8 team managers build and develop a strong team of supervisors that are committed to excellence by establishing great rapport, being a visible presence on the floor, and communicating key messages effectively. This equipped direct reports with the toolsets and ability to manage effectively. • Establish policies, procedures, and best practices to ensure client metrics and financial goals are consistently met.• Created and implemented targeted metric driven contests to drive focused agent/team improvements. Through this program, an average of 25% improvement in focused metrics was observed.• Through cross site partnerships, implemented improvements for management team to constantly exceeded expectations, while increasing the sites VOC customer satisfaction rating by 60%.

Coral Springs, Florida, United States

• Managed a team of 18-25 agents who support the latest in point of sale solution, customer service, and merchant accounts. Effectively handled escalation calls and disciplinary actions. • Partnered with the Operations Managers, Supervisors, Team Leads, and Workforce to manage day by day operations of the call center to ensure service level objectives are met.• Proven ability to develop team member skill sets via call monitoring, demonstrations, side-by-side coaching, weekly and monthly performance feedback while focusing on quality and productivity. Team consistently exceeded monthly goal objectives.• Managed Team Leads; provided direction and coaching while identifying opportunities for development. With 60% of the Leads mentored being promoted to a higher position.

Boca Raton, Florida, United States

• Managed staff of up to 50 associates while supervising call center operations. Ensuring service objectives are met or exceeded by managing day-to-day activity of call center.• Effectively handle escalation calls, employee scheduling, disciplinary actions, and all administrative functions necessary to support operations.• Accomplished call center staffing objectives by recruiting, screening, and interviewing for peak season coverage.• Directed Support Department by collaborating with supervisor on daily action plan to ensure departmental goals are met or exceeded.

Boca Raton, Fl

• Planned and assigned daily tasks to associates while maintaining and tracking workflow, which included monitoring customer emails, held orders, rush orders, special service issues, and mail room.• Defined and developed processes needed to meet departmental goals, which resulted in 20% increased efficiency. • Increased 48% of funds being returned to Boston Proper from Visa, MasterCard, American Express, and Discover Card by researching chargeback issues and disputing all invalid complaints.• Monitored and prevented over 92% of fraudulent orders from being shipped.

Boca Ration, Fl

• Monitored live calls for quality assurance and provided constructive feedback to associates.• Raised customer service quality scores by 10% by consistently hosting side-by-side call training.• Created process manuals for team and provided refresher training every 6 months, which resulted in 20% reduced errors.

Boca Raton, Fl