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Ray R. is listed as Senior Vice President / Executive Leadership / Strategic Planning / Continuous Improvement / Team Building & Training / Contact Centers / Creative Problem-Solving / New Technology Utilization / Implementation at NEWITY, based in Greater Orlando, United States, United States. AeroLeads shows a matched LinkedIn profile for Ray R..
Ray R. previously worked as Senior VP of Call Center Operations at Newity and Senior Director of Call Center Operations at Wider Circle. Ray R. holds Associate Of Arts And Sciences - Aas, Business Administration And Management, General from Valencia College.
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I’m a focused professional with 12+ years of leading operations and contact center service delivery for high-profile companies. As a hands-on leader, I provide dedicated coaching and mentoring to maximize performance in high-stress workplaces. I also forge lasting stakeholder relationships while building and aligning strategies that enhance business development and customer service. Using out-of-the-box thinking, new technologies, and an emphasis on continuous improvement, I continue to exceed all expectations.Key areas of specialization:Operations Management Executive Leadership & Staff DevelopmentTraining, Mentoring, Coaching Strategic Planning Contact Centers, Service Delivery New Technology IntegrationPerformance Development Complex Problem-SolvingSelected highlights from my career:✔️Boosted productivity by 200% and improved QA by 15-18% in a short timeframe using practices such as improving AHT, reducing shrinkage using strategic reporting and utilizing QA calibration practices that were recognized and adopted as templates for similar projects.✔️Launched a best-in-class call center and provided strategic guidance to maximize growth. Incorporated an omnichannel platform consisting of inbound/outbound calls, chats, emails, and a ticketing system that is now considered a gold standard companywide.✔️Increased outbound throughput by 200% by identifying and correcting undesirable behaviors, motivating the team via gamification and employee engagement as well as implementing tech process improvements resulting in elevating all omni-channel efficiencies improving SL thus improving staffing bandwidth for increased productivity. ✔️Enhanced outbound conversion rates by 15% via sales coaching workshops, all while partnering with senior leadership to structure long-term service planning and management.✔️Improved AHT and shrinkage by 20% at Centene Corp, earning commendations and resulting in cross training multiple corporate sites on my methodology and practices.✔️Secured a 20% upturn in KPIs (SLAs, QA) by creating custom team and site scorecards, in addition to implementing processes to better coach/develop teams.In my free time, I’m an avid fitness enthusiast who manages social media content and engagement for TuffWraps (www.tuffwraps.com). I also offer consultation services related to all things surrounding building, launching, scaling and improving contact centers. I look forward to meeting you! 📧 You can reach me at ramonriverami@gmail.com.
Listed skills include Leadership, Solution Selling, Sales Process Implementation, Team Building, and 46 others.
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Chicago, Illinois, US
Drove the smooth rollout of the telephony system and call center software implementation, completing the initiative ahead of schedule and under budget. Upheld a hands-on leadership style to facilitate productivity and coordination, coaching and mentoring leaders that realized continuous improvement and boosted revenues. Developed data-driven KPIs and.
Redwood City, CA, US
Overachieved on goals in scaling up the call center by immediately improving outbound capacity and implementing strategic processes to improve call conversion rates. Supervised vendor management, optimized staffing, and improved budget utilization by efficiently coordinating analytic, strategic, and technical resources. Formalized the assessment of.
Dresher, PA, US
Proactively monitor and analyze contact center data in an omni-channel platform to identify trends, risks, and anomalies. Increased knowledge of all company products, services, and promotions, producing a handbook to convey common problems and lessons learned. Improved all aspects of site performance by building Key Performance Indicators (KPI) and.
Saint Louis, MO, US
Reworked all aspects of call center operations, including handling rigorous audits and analyses. Implemented process improvement QA initiatives that received immediate recognition and were adopted by other companies across the industry. Thrived as the Point of Contact for product questions and concerns, maintaining reliable communication and receiving.
Orlando, Florida, US
Managed multiple regions in a sales driven environment focused on solution relationship based selling.Leadership style focused on training and development, coaching, time management and productivity.Developed and implemented a conversion improvement plan, scorecard and various training which focused on additional training to bring up under performers while.
Columbus, Ohio, US
Managed banking sales operations teams within the Phone Bank contact center involving first contact inquiries successfully transitioning new hires from service trained to fully trained sales professionals.
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Ray R. works for NEWITY.
Ray R. is listed as Senior Vice President / Executive Leadership / Strategic Planning / Continuous Improvement / Team Building & Training / Contact Centers / Creative Problem-Solving / New Technology Utilization / Implementation at NEWITY.
Ray R. is based in Greater Orlando, United States, United States while working with NEWITY.
Ray R. has worked for Newity, Wider Circle, Newport Group, Centene Corporation, and Acorn Stairlifts, Inc..
You can use AeroLeads to view verified contact signals for Ray R. at NEWITY, including work email, phone, and LinkedIn data when available.
Ray R. holds Associate Of Arts And Sciences - Aas, Business Administration And Management, General from Valencia College.
Ray R. is listed with skills including Leadership, Solution Selling, Sales Process Implementation, Team Building, Consultative Selling, Sales Performance, Banking, and Sales Management Coaching.
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