Rose Flores Email and Phone Number
I started my professional journey as a Customer Satisfaction Survey Agent, 20+ years ago. I talked to customers about their experience all day and asked “Were you satisfied with [insert CSAT metric here]” at least a thousand times a day. As result, I learned very early that CUSTOMER EXPERIENCE is and will always be a GAME CHANGER and the DIFFERENCE MAKER.Fundamentally anchored to the voice of the customer, I’ve partnered and worked with companies such as American Express, JP Morgan Chase, Salesforce, Genesys, DocuSign, LivePerson, Microsoft, D2L, and Purdue. STILL profoundly keyed into the customers’ journey, I now serve as the Chief Experience Officer at BrainCX. BCX is a Business Process Outsourcing (BPO) company born out of the need to solve ever-evolving and complex customer experience challenges and we do these 3 things, first and foremost, for our partners:
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Chief Experience OfficerBraincx Nov 2019 - PresentUnited StatesCustomer Experience Champion: Dedicated to understanding, improving, and optimizing the number one job in our company ➡️ customer experienceChange Maker: Currently implementing org-wide change management tools to help employees and clients leverage technology innovations, understand evolving consumer behaviors, and thrive in the new-normSuccess Builder: Strategically preparing clients for evolving customer behaviors, pandemic related engagement challenges, and emerging technology by using self-service channels for simple transactions and concierge-level Video Chat support for complex issues and sales campaigns
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Executive Director - Digital Product Management GroupGraham Holdings Dec 2008 - Oct 2019Fort Lauderdale, FlCustomer Champion: Operational Solutions and Excellence Leader, Collaborator, and Subject Matter Expert for Business & Technology Operations, Policies and Procedures, and Contact CentersChange Maker: Led organizational transformation initiatives via digital, data, and holistic solutions to delight as well as optimize experiences for customers and employeesSuccess Builder: Designed, implemented, and managed product roadmaps for proprietary applications and outsourced relationships such as Salesforce, DocuSign, LivePerson, and Genesys Product Suite -
Asistant Vice President (Avp)Jpmorgan Chase Feb 2006 - Jun 2007Columbus, Oh And Makati, Philippines• Customer Care AVP for the Prime Rate Mortgage Call Center and back-office operations• Led and implemented offshore process migration from the US to Manila, Philippines achieving more than 50% in cost reduction• Doubled non-client facing operations qualify and efficiency (Data Entry/Indexing and Research Agents) in less than 6 months• Launched and implemented Customer Satisfaction and Retention project teams with results consistently exceeding client’s expectations -
Operations ManagerEtelecare Global Solutions Mar 2001 - Jan 2006Quezon City, Philippines• Initiated and implemented program wide Quality and Efficiency projects that positioned the company on top of all the client's call center sites - captive and outsourced• Subject Matter Expert and Trainer for all customer service areas of American Express - General Inquiry, Encashment Approval, Fraud/Risk Processes, Refunds, and Direct Delivery Sales• Led blended call center teams (English, Spanish, French, and Japanese agents/nationals) to consistently provide optimum performance exceeding clients and customer expectations
Rose Flores Skills
Rose Flores Education Details
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Business Administration And Management -
Bachelor Of Science (Bs)
Frequently Asked Questions about Rose Flores
What company does Rose Flores work for?
Rose Flores works for Braincx
What is Rose Flores's role at the current company?
Rose Flores's current role is Customer Experience Champion | Change Maker | Success Builder.
What schools did Rose Flores attend?
Rose Flores attended Purdue University Global, University Of Santo Tomas.
What skills is Rose Flores known for?
Rose Flores has skills like Leadership, Management, Training, Process Improvement, Leadership Development, Call Centers, Project Management, Customer Service, Performance Management, Higher Education, Operations Management, Customer Retention.
Not the Rose Flores you were looking for?
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1decadental.com -
Rose Flores
Human Resources Consultant | Start Up & Turn Around| Recruiting Problem Solver | Vision & StrategyDallas-Fort Worth Metroplex1siteprorentals.com -
Rose Jones
Houston, Tx3yahoo.com, nasa.gov, nasa.gov -
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