Rose Barcelo Email & Phone Number

Ridgefield, CT, US

• Manage various client projects, and oversee staff at our locations both in-person and remotely.
• Ensure proper staffing levels across projects and optimize business workflows by developing long-term operational strategies.
• Design and implement operations and training programs to achieve client and internal performance standards and oversee a successful implementation until key metrics are met in any new campaign.
• Analyze and identify opportunities to improve the client experience by analyzing trends for opportunities to improve KPIs and improve the way service can be resolved for clients.
• Maintain positive working relationships with new and existing clients with a constant focus on quality, profitability, customer satisfaction, and exceeding KPIs.
• Speak comfortably on reporting, analytics, and the success we are delivering adhering to client service level agreements.

Ridgefield, CT, US

Ridgefield, CT, US

 Develop and oversee the execution of each intake project. Partners with Operations and Training to perform a needs assessment/analysis Responsible for providing project management and leadership for all project intakes and curriculum design throughout the project cycle Assess relevant characteristics of the target audience Work closely with Quality.

 Instruct new hire and communication and culture training Complete daily training administrative work such as tracking of trainee data, timekeeping, and other administrative tasks  Accountable for achieving individual training performance metrics Provide process and solutions for Operation’s needs: customer satisfaction, quality assurance and.

 Provide process and solutions for Operation’s needs: customer satisfaction, quality assurance and improvement, sales spiels Identify trends of agents' development and track improvement of CSAT and metrics and create comparative analysis and recommendations  Ensure adherence by Communication Coaches to meet and exceed departmental productivity.

Bachelor Of Science (Bs), Architecture

Diploma, Teacher Education And Professional Development, Specific Subject Areas