Jonathan Barillas Email & Phone Number

United States

• Manage operations for multiple luxury client service brands for all North America
• Maintain KPI and SLA requirements for Phones, Emails, Social Media, Chats, Webforms, NPS, and Quality Analysis
• Interact with and manage Key Account managers, Training and Performance entity, recruitment, and development
• Oversee and Execute new programs and special events
• Lead/Host weekly, monthly, and quarterly client meetings for data, sales, latest consumer trends, and external audits performance
• Promote collaboration with team members, management and sustain a respectful work environment

• Prepared monthly invoice statements on QuickBooks and Excel
• Managed Accounts receivable, ensuring payments were on time
• Handled invitations to company meetings and arranged travel accommodations
• Wrote company monthly newsletter

• Assisted members with the application for social security benefits
• Extensive data entering operations
• Provided follow up information for Medicaid benefits
• Addressed and resolved any grievances between providers and members
• Answered inbound calls

• Managed call escalations and VIP clientele
• Assisted with agent development and training
• Supervised on weekends: monitored SLAs and schedule adherence

• Coordinated scheduling and training of staff
• Supervised a team in a fast-paced, detail-oriented environment
• Adhered to company policies and procedures during all customer service interactions