Jael Guzman Email & Phone Number

Tampa, Fl, Us

Tampa, Fl, Us

At Abroad Luxury Travels, we're dedicated to transforming your wanderlust into unforgettable adventures. We craft bespoke journeys that cater to your every whim and desire.✈️ Our Services:🔹 Personalized Itineraries: From luxurious getaways to off-the-beaten-path adventures, we tailor each itinerary to your unique preferences and interests.🔹 Seamless Travel Arrangements: Sit back, relax, and let us handle all the details. From flights and accommodations to transportation and activities, we ensure a hassle-free travel experience from start to finish.🔹 Exclusive Access: As preferred partners with top travel suppliers and hotels worldwide, we offer exclusive perks, upgrades, and insider experiences to elevate your journey.🏆 Why Choose Us:🔹 Exceptional Value: Luxury shouldn't come with a hefty price tag. That's why we work tirelessly to deliver exceptional value without compromising quality.🔹 Peace of Mind: Travel confidently, knowing that you have a dedicated professional behind you, ready to assist you 24/7, wherever your travels take you.

Kansas City, Us

Increased team productivity by 25% through strategic KPI implementation and performance monitoring.Reduced response times by 40% by creating and deploying a knowledge base on SharePoint.Comprehensive training and structured escalation processes improved customer satisfaction scores by 20%.- Led Comprehensive Employee Training Programs: Designed and executed training initiatives that enhanced employee skills by 30%, ensuring consistent delivery of high-quality customer service.- Implemented and Monitored KPIs: Established and enforced key performance indicators, resulting in a 25% increase in team productivity and a 20% improvement in customer satisfaction scores.- Created and Deployed Knowledge Base in SharePoint: Developed and launched a comprehensive knowledge base on SharePoint, reducing response times by 40% and improving information accessibility for the team.- Directed Hiring and Onboarding Processes: Successfully recruited, onboarded, and trained over 50 new employees, ensuring they were well-prepared to meet customer service standards and effectively manage client interactions.- Controlled Team Success through Defined KPIs: Set clear, measurable team goals based on defined KPIs, summarized results in regular reports, and implemented strategies that led to a 15% increase in overall team performance.- Built and Enhanced Customer Service Teams, Tools, and Processes: Combined extensive customer support experience and industry knowledge with a passion for designing and building new teams, tools, and processes, demonstrating attention to detail, flexibility, and a commitment to continuous improvement. Successfully launched [specific tool/process], resulting in a 20% increase in efficiency and a 25% reduction in customer complaints.

New York, Ny, Us

Implemented a new contact support department, hiring fully remote agents, training, and implementing 12 new measurable KPIs. With my intense knowledge of Operations and Customer experience, I hired and trained 15 agents and implemented a new learning management system. -Trained the new hires to use them effectively while providing exceptional customer service. Within Zendesk and Amazon Connect soft-phones, 12 measurable KPIs were implemented to showcase productivity and efficiency. - Within Zendesk, I customized a robust customer satisfaction feedback mechanism, allowing for quick identification of areas of improvement of customer pain points, leading to a remarkable and consistent CSAT rating above 90%. The department continuously maintained this remarkable metric by conducting regular training, call quality calibrations, and setting clear expectations. - Designed and implemented a comprehensive quality assurance program to immediately identify areas of improvement and implement any necessary corrective actions to address deficiencies. Weekly team meetings were held to refine current processes and educate on new informational material.- Established and monitored KPIs such as average response time, customer satisfaction scores, and employee productivity, consistently exceeding targets by 15%. - Implemented a training program called Tovuti for new hires resulting in a 60% reduction in customer complaints.- Acting as the primary Hiring Manager and owning the final hiring decision and annual compensations for the department.- Forecasts staffing requirements, scheduling, quality performance monitoring, ongoing performance improvement processes, hiring/staffing, coaching, and development of call center staff. - Conducted mid-year and annual scorecards and implemented a new performance improvement plan for the low-performing agents.

Guided a support team of fully remote 40 CSRs and 3 Supervisors to serve as the first point of contact for providing software technical assistance. Increased and sustained productivity during COVID-19 by integrating real-time metrics and autonomy. - The Department’s SLA and CSAT were in the low 60 percentile. Implemented a customer feedback tool within Zendesk to measure and analyze the reasons for customer complaints, resulting in a 40% increase in customer satisfaction scores within six months. - With continuous training and revamping processes and procedures, the team of customer support representatives consistently achieved a first reply time of 90%, exceeding the industry average of 70% within the ticketing system Zendesk.- Within Zendesk, I integrated a new knowledge base tool, which improved the efficiency of the customer support agents and reduced the average handle time by 40%. - Introduced a new training and development plan for new hires reducing the onboarding process by 30% and improving employee retention by 80%. The success of the training development plan showed improvement in skill set and performance and increased team morale. - Collaborated with Account Management and Implementation team to streamline processes, improving efficiency and effectiveness in meeting SLA targets, ultimately contributing to a substantial 70% increase in SLA compliance and CSAT scores. - Integrated new goals and metrics by identifying the specific goals I wanted to achieve within Zendesk and Ring Central.

Hartford, Connecticut, Us

Directed a team of 32 remote agents who handled inbound/outbound calls and two Team Leads while ensuring the delivery of exceptional customer service. Increased productivity by 120% by call audit monitoring and continuous training. - Established a customer-focused culture by implementing and managing initiatives and measurement tools to achieve sales, customer satisfaction, loyalty, and retention. - Managed the team's daily operations, including work assignments, staffing, training, coaching, data/campaign management, and evaluating team members.- Advocated resolutions for Executive Complaints with the legal department. Provide feedback and coaching as needed on member escalations. - Analyzed CSAT trends and developed training for CSRs to provide Members with exceptional customer service and build patient trust. New training increased CSAT results by 25%. - Defined and measured performance metrics (quarterly incentives, monthly scorecards, annual appraisal) and communicated to the team. - Acting as the primary Hiring Manager and owning the final hiring decision and annual compensations for the department. - Forecasted staffing requirements, scheduling, quality performance monitoring, ongoing performance improvement processes, hiring/staffing, coaching, and development of call center staff.- Collaborated with the Learning and Development Dept on implementing a new structured training curriculum, increasing new hire retention by 30%.

Us

Led a cross-functional team of 30 agents and 2 Team Leads to achieve industry KPIs standards such as CSAT, NPS, and first call resolution. Established efficient workflows and procedures for a startup call center. Analyzed and measured workforce management metrics and SLAs to ensure proper staffing guidelines. Enforced all Medicare and CDC guidelines and regulations for all call interactions by reviewing agents' call interactions. - Part of a startup Management team that assisted in developing a new office in Ft. Lauderdale to successfully implement a major new client, which generated over 2.3 million dollars by the second quarter.- Developed an atmosphere of accountability, drive, and leadership amongst individuals and teams by doing random call quality calibrations, training, setting expectations, and increasing team morale.- Managed the Growth and Leadership of the Fort Lauderdale and San Antonio Markets with a winning team of 6 Supervisors and about 100 Agents responsible for over 10 million in annual revenue, which exceeded sales goals month over month while increasing alignment with benchmark KPIs.- Facilitated a new calibration and quality scoring process to ensure the dept met all Medicare and CDC regulations. Quality scores increased to 96%. - Integrated departmental protocols and procedure compliance to ensure team performance, attendance, forecasting, and team behavioral issues were in line with the Optum Health code of conduct. - Responsible for measuring workforce management metrics and SLAs and provided tracking, analytics, and reports KPIs to the leadership team, including answer rate, conversion rate, abandonment rate, call time averages, and team productivity.

Phoenix, Az, Us

Full time student

Master Of Science - Ms, Mental Health Counseling/Counselor

Bachelor Of Applied Science - Basc, Child Development