Mara Kaufman Email & Phone Number

Melbourne, Florida Area

• Department Management: Responsible for performance management of Supervisors and their teams. Managed client feedback, Service Level Agreements, auditing for penalty forgiveness, training and quality initiatives, and.
• Continuous Improvement: Accomplished many different continuous improvement initiatives and projects.
• On-boarding / HR: Identifying and hiring the right talent and managing/delivering corrective actions and terminations when needed.

Melbourne, Florida, United States

• Operations/Staff Supervision: Communicate with CSRs and Specialists the importance and the why behind initiatives to drive improvement of business performance, metrics, future strategy, etc.
• Quality/Coaching: Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level.
• Continuous Improvement: Subject Matter Expert on many different continuous improvement initiatives and projects
• Training: Works with Instructional Designers and Trainers to create training materials for new hires and seasoned team of agents
• On-boarding/ HR: Identifying and hiring the right talent and managing/delivering Corrective Actions up to and including terminations

Melbourne, Florida Area

I was responsible for managing a group of Instructional System Designers, Trainers, and Quality Assurance Specialists across more than 20 programs in Melbourne Florida and in Manila, Philippines. I also acted as a change agent to instill an Operational Excellence culture throughout the site and liaise with the corporate office to filter best practices.

Bachelor Of Arts (B.A.), Psychology

Activities and Societies: Ambassadors Club

Deans List Graduate, Travel And Exploration, A