Sylvianna Kaplan Email & Phone Number

Denver, Colorado, United States

Denver, Colorado

Increased efficiency by creating processes and procedures for CRM Sales Force and @Task.Accommodated significant increase in call volume without the need for additional support staff.Took on additional responsibilities that involved billing and project documentation utilizing @Task.Organized and coordinated marketing events by selecting location and arranging for printed materials and audio-visual equipment.Maintained Salesforce database and compiled various reports.

2002 to 2005) Implemented quality management techniques, including process improvement, associate trainings, and information reporting to ensure quality and regulatory compliance of telephone communications.Earned outstanding marks on annual performance evaluations; received high praise for the ability to effectively communicate and interact with all levels of staff.

Enhanced Customer Service Representative's productivity through quality feedback, coaching, and training. Handled escalating calls to ensure all transactions were handled according to established guidelines and protocols.

Instrumental in facilitating and managing a $30M budget and 500 person headcount.Played integral role in controlling expenses by conferring with Senior Leadership team risks to ensure department stayed within budget.Developed business plan to determine monthly staffing requirements.Utilized knowledge of workflow and operating practices to trend findings of key performance metrics that drove business results.Supported Senior Leadership team comprised of 1 Senior VP, 3 VP's, 6 AVP's, and 10Managers.

Coordinated meetings with conversion team leads.Created and distributed monthly newsletter outlining status of conversion.

Enhanced customer service through the implementation of programs, policies, and procedures to meet customer responses.Conducted training sessions and provided support to ensure all Customer ServiceRepresentatives were equipped with the proper tools to meet goals and objectives.Led employee performance by producing and sharing reports on statistics, projects, and accomplishments.

General Studies

Education record