Stanley Romulus Email & Phone Number

Altamonte Springs, Fl, Us

Winnipeg, Manitoba, Ca

Accountable for driving performance delivery for NORAM, APAC, and LATAM regions. Responsible for budgeting and P&L management with a current portfolio of 31M in revenue. Developed and implemented department strategies, forecasting, and direction that led to improvements in productivity, attainment of Performance goals (+10% pts), a reduction in turnover to single digits(>3%), and improvements to Customer Satisfaction, and employee engagement.

Winnipeg, Manitoba, Ca

Responsible for managing service delivery for both North America and Latin America regions. Managing a global staff of customer service support team, Digital, and eCommerce experts. Contributing to the overall company strategic direction. Ensuring global objectives and performance standards are met. Instill effective leadership skills in order to optimize the overall revenue and performance of the business. Deliver and present high-level insights and analytics on the critical business process and tools that impact overall Quality and performance. Lead and drive the focus on team development and employee satisfaction. Consistently Improve the revenue of my book of business year-over-year (e.g., 2021-2022: +63.26% growth), Manage P&L for a current portfolio of about 15M in revenue.

Winnipeg, Manitoba, Ca

Responsible for managing service delivery for the North Americas region within Orlando, FL and Winnipeg, MB. Manage a staff of customer service representatives, quality assurance reps, reporting manager and analyst, operations support manager, real time analyst, quality control reps, team managers and senior team managers. Contributes to the site’s overall strategic direction. Ensuring production objectives and performance standards are met. Manage daily operations by overseeing the activities of all support team. Ensure Invoice accuracy. Manage staff forecasting, workforce scheduling and enforce daily adherence to assigned schedules. Ability to manage social media platforms with over 30 different Brands. Manage company P&L with a portfolio of 5M in revenue within my current books of business.

Winnipeg, Manitoba, Ca

Manage a staff of customer service representatives, quality assurance reps, reporting manager and analyst, operations support manager, real time analyst, quality control reps, team managers and senior team managers. Provide daily coaching, Triads, skip level and ongoing development. Provide a positive work environment, and awareness to company procedure. Contributes to the site’s overall strategic direction. Ensuring production objectives and performance standards are met. Instill effective time management skills in order to optimize the amount of contacts handled during a given shift. Monitor live and remote calls to confirm that a high level of quality compliance is being met on every call. Manage daily contractual KPIs. Lead and direct the work of others. Manage daily operations by overseeing the activities of all representatives. Lead in driving quality related KPI and moving the needle from 87% to 91% in the span of 30 days. Increase Email Ask Rate SLA from 49% to 81% within 30 days. Drive CSAT metric from 70% to 81%. Ensure payroll accuracy and process all necessary discrepancies. Manage staff forecasting, workforce scheduling and enforce daily adherence to assigned schedules. Ability to manage social media platforms with over 30 different Brands. Manage company P&L with a portfolio of 2.4M in revenue within my current books of business.

Winnipeg, Manitoba, Ca

Oversee and manage a staff of customer service representatives, level 2 Representatives, Quality assurance reps, Quality Control reps and Team Leaders that assist new and previous consumers, prepare correspondence and issue checks. Provide daily coachings, Triads and ongoing development. Provide a positive work environment, and awareness to company procedure. Contributes to the site’s overall strategic direction. Ensuring production objectives and performance standards are met. Instill effective time management skills in order to optimize the amount of calls handled during a given shift. Monitor live and remote calls to confirm that a high level of quality compliance is being met on every call. Manage daily KPI. Lead and direct the work of others. Manage daily operations by overseeing activities of all representative. lead in driving QC KPI and moving the needle from 86% to 92% in the span for 30 days. Ensure payroll accuracy and process all necessary discrepancies. Manage workforce scheduling and enforce daily adherence to assigned schedules. Manage Social Media platform with over 30 different Brands. Ensure team of Social Media advisors respond to all consumer inquiry as well as all negative message/comments to each Brand within agreed upon SLA.

Irvine, Ca, Us

Effectively develop Managers through effective use of Tools and Applications. Ensure all timeline for new hire training, up-training, leadership development and reporting is met. Evaluate Trainer effectiveness and class management weekly. Coach and develop Trainers based on Trainer evaluations, feedback and observation to advance trainer capability and higher quality of material delivery. Improve attrition rate for 5 accounts (AOL, Go-army, Viasat, College Board, Benefeds) from 25% to less than 10% for 60 days tenure of new hire. Improve Performance of new hire to rival that of tenured agents from 28.8% to 40% during initial 90-day probationary period for AOL account. Develop, Track and report all observation and feedback and assure each trainer has a current development plan. Analyze and evaluate center training needs to develop recommended modification or improvement to existing training programs, material and curriculum. Communicates changes and enhancement recommendation to leadership and client. Participate in variety of special projects and perform administrative duties as assigned. Supports sales team and center management team with new programs throughout program development, implementation, and maintenance. Responsible for composition and delivery of Weekly, Monthly and Quarterly Business Reviews focused on TQA. Participates in on-site client review meetings including the development of training programs or interventions. Continuously studies the industry to inject better process/practices that help drive stronger Sales/Retention/CSAT results. Partner with operations, recruiting, and quality to determine Development needs, procedural updates, Organizations performance. Generate weekly reports on department performance, quality and capability. Performs internal audits of quality files to ensure policy and procedure compliance, tracks quality certification completion, and conducts coaching observations. Manages center quality assurance programs and staff.

Irvine, Ca, Us

Manages and Supervises a staff of customer service Managers and representatives that process orders, prepare correspondence, and fulfill needs of existing customers that are at risk of cancelling services or orders. Manage daily KPI. Improve retention rate from 35 % to 40% month over month. Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information. Maintains Business relationships and budget. Lead a team of retention members. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Offers discounts or special deals as needed and within pre-established limits. Use variety of knowledge of field's Processes, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others Manage daily operations by overseeing activities of Sales Consultants and Team Leads to ensure overall customer satisfaction. Mitigation of daily performance to promote goal achievement. Running Attrition Reports, Business Utilization reports, and performance reports to capitalize on ROI.

Irvine, Ca, Us

Managed 16 to 26 agents on a variety of key performance indicators including conversion rate, attendance, average handle time, quality compliance, and schedule adherence. Oversee their lead management, coaching and development, positive work environment, and awareness to company procedure. Instilled effective time management skills in order to optimize the amount of calls handled during a given shift. Monitor live and remote calls to confirm that a high level of quality compliance was being met on every call. Improve team’s attendance from an average of 75% to a 95% by cultivating a strong competitive team environment. Improve overall production performance from 28% to 33% by improving overall skill transfer process for sales representative. Motivate and incorporate new techniques to improve team moral and performance execution. Conducted daily huddles to inform the sales floor of updated protocols, sales techniques and previous day performance. Create visual aids for our sales consultant’s stations to facilities compliance with company procedure. Assist in closing deals to demonstrate different sales techniques that will improve floor performance. Transfer acquired sales skills to trainees to ensure proper execution was being used while adhering to all quality guidelines and client directives. Compose an array of study guides that helped facilitate the retention of all sales concepts and techniques covered during the provisional period. Introduce new training process to improve overall quality of Sales representatives, maximizing on profits and overall performance. Provide proposals to Clients regarding the overall improvement of the Company’s Decision information systems, as well as various topics contributing to the overall improvement of Sales performances.