Rita Rose Email & Phone Number

Led and supported the HR Service Delivery Project Management/Consulting team at UKG, a leading HCM cloud company, ensuring timely and quality post-implementation projects. This resulted in achieving consistently high-performance metrics and exceptional customer satisfaction scores. Successfully met a $1.2 million revenue goal in FY 2022 and consistently maintained $1 million annually thereafter. Monitored team capacity and utilization, managed project prioritization and ensured utilization targets were met. Optimized outcomes of post-live services projects through the implementation of best practices and re-engineering project tracking and management processes. Strengthened communication with internal stakeholders, fostering operational trust and collaboration. Additionally, served as the Project Management Office (PMO) lead for our company's Employee Resource Group (ERG), and actively contributed to the organization's mentoring program by leading mentoring sessions with employees.

Santa Ana, Ca

Focused on developing and nurturing talent while surpassing operational objectives in alignment with our Partner for Life strategy. I led a dedicated team of 15 Product Support Representatives, establishing frameworks and formalizing the UKG Payroll Outbound Case team through structured processes, clear goals and KPIs. I designed and successfully deployed our Salesforce Case Routing Automation BOT eliminating the need for manual routing involvement. Additionally, I actively participated in monthly Manager Advisory Panel (MAP) meetings.

Led a team comprising of 10 Technical Core Specialists and 3 Account Managers, overseeing a combined book of business valued at $29 million. I directed significant projects such as the Account Management and Support Center Year End Readiness program, as well as the implementation of the Account Management Proactive Activity process.

Irvine, Ca

Managed a team of 50 in Customer Support, Customer Retention, Workforce Management, and Quality Assurance at KAREO, a Software as a Service (SaaS) medical software platform serving independent practices. Successfully launched an 18-agent support team at KAREO's Costa Rica facility within three months. Orchestrated all Customer Support readiness initiatives for the ICD-10 transition in October 2015, achieving lower-than-anticipated contact rates compared to forecasted volumes. Established a structured support Career Path to clarify promotion requirements and expectations within the department.

Led a global Customer Care department at HireRight, a Software as a Service (SaaS) company specializing in employment-based background screening, supporting multiple customer segments across a $300 million B2B and B2C business. Co-led initiatives aimed at enhancing operational efficiency and boosting Net Promoter Scores (NPS) through workforce optimization, platform enhancements, and call deflection strategies. These efforts resulted in a $1.6 million cost reduction and a 15% improvement in customer satisfaction.My experiences at HireRight helped me build extensive expertise in spearheading call center technology projects, encompassing the evaluation, recommendation, and project management of tools like Salesforce.com, Instant Service, Avaya, and IVR systems. I successfully implemented a remote workforce support model, launched a customer service offshore program, instituted an event-driven customer satisfaction survey initiative, and introduced an operations error tracking system. Additionally, I served as a Salesforce.com (CRM) Administrator for the Customer Service and Operations departments, specializing in defining and building workflows, queues, page layouts, reporting dashboards, user profiles, and custom reports.