Rob Panarelli Email & Phone Number

Cambridge, Massachusetts

Cambridge, Ma

Cambridge, Ma

Wakefield, Ma

* Increased front-end business 20% by re-organizing department structure and streamlining workflow.* Implemented quality practices such as call monitoring, employee side-by-sides, and medical update audits.* Improved new-hire training program, resulting in more competent employees and better quality performance.* Researched and hired 3rd party records Retrieval Company, resulting in 50% faster TAT, reducing staff need by 2 employees and incurring no additional cost to the company.* Designed company-wide escalation process to track TAT of resolution, department quality, and customer satisfaction.* Maintained 0% voluntary employee attrition* Contributed to design of remote call center in Longwood, Florida to support Wakefield staff* Regularly met with employees for their feedback and recommendations for improvement* Provided and implemented recommendations to increase new client business and improve quality, all without adding to staff.

Boston, Ma

*Made successful recommendations to improve customer service information on both company websites to reduce incoming and outbound calls.*Achieved 90% Excellence score from passenger surveys, increasing 2011 scores by 15%.*Decreased new-hire attrition by 50% by implementing more effective interview process.*Facilitated weekly call center metrics meeting with leaders of Sales, Traveler Support, and Call Center Operations* Managed/created training content and scheduling for Traveler Support Department.

Cambridge, Ma

* Re-organized call workflow resulting in 30% shorter hold times, a 15% higher call capture rate, and a company savings of $276,000 per year.* Earned Six Sigma Green Belt certification, completing projects centered on decreasing resolution time of client issues by 30%, and increasing patient satisfaction at Quest Patient Service Centers. * Worked closely with Senior Leadership Team working with Directors and above, identifying and resolving Business Unit-wide issues, client attrition, and growth strategies.* Built tight, cohesive team by understanding employee motivation, putting many employee suggestions into place, and constantly communicating on the status of the department as well as the business unit.* Analyzed call data in order to better understand client phone calls and worked with them to reduce their calls. * Facilitated daily Operations meeting and weekly attrition meeting with department directors, managers, supervisors, medical director, and sales department.* Updated department training program to reflect today’s client and business needs, for both new hire’s as well as seasoned employees.* Work closely with HR team in hiring, employee development, terminations, and RIF procedures.

Boston, Ma

* Improved service delivery by analyzing current procedures and removing unnecessary departmental involvement, resulting in more streamlined processes and better customer quality.* Analyzed weekly ACD reports and closed trouble tickets for call abandonment, call answer times, repeat troubles, and ticket duration. * Managed all daily and weekly administrative activities such as billing, discipline, mid-year and year-end quality reviews.* Consistently made company annual and monthly objectives, achieving desired team incentives

Bachelors Of Music Business/Music Performance, Accounting, Economics, Publishing, Music Theory, Composition, Jazz And Classical Guitar Studies

Education record