Michelle Ramos Email and Phone Number

• Designed and implemented a comprehensive roadmap and framework for AI Leasing Operations, collaborating with Human Resources and key stakeholders to develop standardized operating procedures.• Successfully executed a strategic initiative to integrate business process outsourcers (BPOs) into our leasing operator support model, resulting in improved efficiency and cost-effectiveness.• Orchestrated the swift launch of a BPO vendor to provide 24/7 operational support within an impressive 120-day timeframe, ensuring uninterrupted service for our clients.• Led a team of analysts in identifying, defining, and prioritizing product enhancements that significantly enhanced the customer experience, boosted operating margins, and minimized third-party risks.• Established a budget and staffing model to guarantee round-the-clock support for the entire line of business, ensuring optimal resource allocation and service continuity.• Introduced clear leadership guidelines, setting forth new roles and expectations for training and vendor support of BPO partners, fostering a culture of accountability and excellence.• Pioneered the development of a Measurement System Analysis (MSA) QA process to rigorously monitor and mitigate third-party risks, enhancing the overall risk management framework.

• Achieved and consistently maintained "Best-in-Class" customer service, leading and nurturing Customer Care teams that secured the #1 ranking by JD Power for two consecutive years.• Orchestrated strategic and tactical oversight for all day-to-day operational functions within a high-volume 24/7 contact center, ensuring flawless operations and unwavering customer satisfaction.• Innovated and spearheaded successful strategies as a creative visionary, adeptly managing 500+ employees across Inbound, Outbound, social media, text, chat, and Quality channels.• Engineered performance improvement tools, resulting in a 25% surge in KPI performance, a 30% upswing in CSAT, and a 20-point elevation in NPS (Net Promoter Score), translating into a positive customer value of 2 million dollars.• Orchestrated high-level strategic planning initiatives, resulting in a substantial monthly increase of 1.4 million dollars in Net Present Value (NPV), showcasing exceptional financial expertise.• Pioneered the launch and management of BPO (Business Process Outsourcing) partnerships in Jamaica and Mexico, delivering cost reductions without compromising performance excellence.• Optimized nearshore performance by 45% through the implementation of best practices and Six Sigma strategies, driving peak operational efficiency.• Fostered and cultivated robust cross-departmental and cross-functional relationships with Operations, Sales, IT, and Corporate teams, ensuring seamless alignment with enterprise objectives.• Formulated a remote career pathing structure, yielding an impressive 20% reduction in attrition rates, fostering long-term employee retention and development.

• Significantly boosted overall production by 25% by implementing a structured strategy that streamlined processes.• Successfully transformed the workforce by reducing turnover from a high 55% to a remarkable 13% through the development of a comprehensive training program and a concerted effort to improve associate engagement.• Conducted a thorough assessment of turnover costs, resulting in the creation of an improved salary structure for the entire Marketing Center, aligning compensation with industry standards and enhancing employee retention.• Innovated and implemented a calibration process, ensuring consistent and standardized coaching practices with an impressive 5% variance or less across two sites, enhancing quality and performance consistency.Performed an assessment of turnover costs to create an improved salary structure for the entire Marketing Center. Created a calibration process to ensure consistent and standard coaching within 5% variance across two sites.

• Spearheaded the successful launch of e-commerce services in 2014 and Card Services in 2015, orchestrating the recruitment and seamless onboarding of team members at all levels to ensure punctual launches.• Attained an exceptional 22% surge in next-level leader and agent promotions through the implementation of strategic talent development initiatives.• Collaborated closely with senior leaders to formulate and execute standardized management strategies across all lines of business, resulting in a substantial 75% enhancement in overall consistency.• Conducted a comprehensive overhaul of exempt-level workflows, instituting control checkpoints that yielded an impressive 25% surge in individual productivity.• Leveraged data trends analysis to pinpoint areas for improvement and executed solutions that drove a notable 10% increase in associate productivity.• Distinguished expertise by formulating and delivering comprehensive training programs for the Oracle CRM/Case management system, resulting in a substantial 15% reduction in inefficiencies.

• Demonstrated financial acumen by consistently improving and maintaining the profitability of a $4 million program.• Orchestrated the successful launch of a Loyalty Program within an ambitious 45-day timeline.• Delivered outstanding performance records, consistently achieving a 95% rating in quality, Voice of the Customer (VOC) feedback, and productivity metrics.• Established Standard Operating Procedures (SOPs) for various program functions, including invoice reconciliation and recruitment guidelines, while setting high standards for associate performance requirements.• Implemented Six Sigma strategies to achieve a remarkable 100% billing accuracy rate, generating an impressive ROI of $125,000 within the first year.• Fostered leadership development through Six Sigma methodologies, enhancing analytical capabilities to approach challenges and opportunities with innovation.• Designed and executed comprehensive strategies for leadership development at all organizational levels, consistently identifying and nurturing future leaders within the company.