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.

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.

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.

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.

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

Education record