Rachel Maron Email & Phone Number

Provide executive-level strategic advisory services specializing in practical artificial intelligence implementation, advanced process optimization, and operational scaling for global enterprises.Design and deliver transformational customer experience strategies integrating AI-driven solutions, leveraging 25+ years of expertise in managing complex.

Paris, Île-de-France, FR

Client Management: Cultivate enduring relationships with essential travel and cruise industry clients. Serve as the primary contact and trusted advisor for all client interactions, including managing client expectations and ensuring satisfaction.Business Development: Develop strategies to grow the business within the travel and cruise vertical. Identify.

New Braunfels, Texas, US

Responsible for overseeing the overall relationship between TaskUs and the client focused on ensuring that our team is providing the highest level of service possible and meeting the client's needs in every way.Maintaining a deep understanding of the client's business and industry, researching their market and competition, trends, and new developments..

• Customer contact center, workforce management, business process optimization, performance benchmarking, audit, and project management consulting. Offering complete life-cycle implementations; complaint management.
• Integrated contact center operations across APAC and EMEA for a Global 500 Telecommunications company, including Taiwan, Portugal, Romania, Indonesia, Manila, and Bulgaria, resulting in a 30% reduction in operating.
• Provided call center outsourcing, performance assessment, and improvement recommendations for the leading cruise travel company, resulting in 27% reduction in operational costs.
• Provided outsourcing expertise to a Fortune 500 security services company, established service standards and RFP requirements, and implemented an outsourcing strategy that delivered over 22 million in cost savings over.
• Developed and led the Operational Triage team, working with center and program management to identify and resolve operational issues resulting in $40M in additional revenue.
• Created a strategy and implemented the plan to move support services to a team in the Philippines using a shared-services model to support 80 client programs across 36 call centers and 20,000+ employees.

Cape Coral, Florida, US

Insite was established with the purpose to provide a truly unique experience that marries together deep contact center expertise, enthusiasm for achieving unprecedented results, and a culture of transferring knowledge. We then incorporate these characteristics into our suite of professional services: Site Assessments/Benchmarking, Training, Performance.

Irvine, CA, US

• Responsible for workforce planning and scheduling, real-time operations, capacity planning, business process management and a variety of other projects.
• Developed and led the Operational Triage team; working with center and program management to identify and remediate operational issues resulting in $33M in additional revenue in 2007.
• Responsible for the successful deployment of off-shore, near-shore and domestic client programs with a direct revenue impact of $240M.
• Developed and deployed new center and new program launch methodologies using portfolio management practices, resulting in on-time service delivery as well as increased revenue and significant cost savings.
• Created the performance review process to identify non-performing centers and programs resulting in significant consolidation of resources, saving approximately $6.5M a year.
• Developed a enterprise wide cross-functional communication initiative to support better strategic alignment, improve service levels and drive bottom-line growth.

Boca Raton, Florida, US

• Responsible for driving new portfolio management initiatives, IT governance framework, project management methodologies, and systems development lifecycles to accommodate an extremely complex global technology.
• Chaired a committee to drive infrastructure strategy and develop the “Technology Introduction Process” providing a standard set of processes used to determine existing system lifecycle as well as a standard set of.
• Lead a diverse team of IT and Business leaders through a coauthoring process to develop and deploy a standards-based project management methodology resulting in significant, measurable improvements for project success.
• Worked to implement a quarterly review process for Business and IT users resulting in an immediate cost reduction of over $30 million by closing non-performing projects, duplicated efforts and initiatives that were not.
• Successfully implemented a Project/Portfolio Management application, allowing users to have access to timely project and portfolio statistics and reporting; providing an unprecedented level of transparency between the.

Responsible for the concept, implementation and management of existing and future site products and services, oversee the strategic direction of all technology efforts, the content and community development, production and partner integration, and data integrity processes.

• Responsible for strategic direction of all technology, loyalty programs and customer relationships. Oversee the development of all technology efforts, the content and community development, and new partner integration.
• Developed a highly talented team of customer support, business development and IT professionals.
• Defined, developed and executed Buyer Development program responsible for 1000% increase in auction participation.
• Implemented proprietary content and auction management software.
• Provided ongoing coaching and development for team members resulting in 0 turn-over for the entire project.
• Developed and implemented improvements to productivity and customer satisfaction, resulting in a 50% increase in customer satisfaction rating.