Vinnie Torralbes Email & Phone Number

West Palm Beach, Florida Area

The dialogEDU LMS platform specializes in healthcare training, higher education, and global training. dialogEDU is a unique technology that provides digital learning and personalized education in an online format. Features that include simulation tools, targeting, virtual student locker and segmentation all facilitate online learning and provide the tools necessary to measure learning outcomes.dialogEDU is emerging as a force in the learning community and our success is mostly attributed to targeting groups of learners, segmenting them to drive content and bring together similar users in a social setting.My responsibilities include establishing the company’s technical vision & leading all aspects of the company’s technology development and operations. It is not enough to plan for innovation, but you need to be perceptive and realistic. As an insightful leader, I prompt a broad technology agenda to help the business profit from leading-edge initiatives. At the same time as a pragmatist, I deal with the realities of the business. The pragmatist in me also facilitates the productivity of current IT solutions. My job is to minimize cost while maximizing results. On a regular basis, I find new ways to help customers and dialogEDU profit from how data is used while focusing on managing budgets & processes to eliminate or reduce costs. My experience working with large companies has given me the expertise in both business and technical facets in an executive level. I am a huge promoter of bringing the best out of people through motivation, training and inspiration. Without that type of team, I couldn’t grow the organization as an individual. We are all on the same page to change how education is delivered around the world.

Kaplan University is an online University that has call centers in 6 locations around the country. The Executive Director of CCS is responsible for all of the call centers as it relates to Lead Management and Distribution; Work Force Management; Compliance and Call Recording; Do Not Call process/policy and Vendor Management. The Executive Director has the overall decision making authority to make changes within the contact center to help improve performance, satisfy our student base and ensure the operation is efficient and effective. · Designed the algorithm used to route aggregator lead volume ("Smart Lead Distribution"). The CCS team is responsible for managing $400K of lead assets on a daily basis. The precise management of the algorithm and real-time monitoring has resulted in significant improvements in Speed to Contact andoverall Conversion Rate.· Through the Work Force Management department, made significant changes to our Advisor staffing models. Conducted shift bids to ensure our resources were aligned with our call/lead arrival patterns. The changes resulted in conversion rate improvements as well as an increase in customer satisfaction for theFinancial Aid & Academic Advising queues.· Implemented the first call recording system at Kaplan University. The project resulted in a robust quality and compliance program which helps to ensure Kaplan University is complying with the required regulations and drive sales effectiveness.· Manage the DNC process and DNC vendor relationship. Kaplan University makes 600,000 phone calls a week across all states. Our systems need to ensure all calls made adhere to the federal, state and wireless DNC laws.· Implemented new dialer technology called "Intelligent Queue Management" which automates various contact strategies at the lead level to ensure all leads are penetrated strategically.

The Director of Operations is responsible for client contact as well as internal coordination. As the liaison; the Director is accountable to coordinate all aspects of program set-up; including IS coordination; forecasting; staffing; scripting; media; telecom; reporting; training; floor operations; quality measurement;data processing; verifications; and billing. The Director of Operations is accountable to influence decisions made in how company resources are utilized to exceed client requirements. As the leader of the project team, the Director shoulders the responsibility for program success and profitability.· Organize and lead formal client review sessions/presentations, directly interface with client during requirement gathering sessions and to complete the comprehensive START ["Success Through Aligning Requirements Together" documents/timelines.· Focus on continuous improvement each day in terms of program performance by analyzing daily results and makes recommendations to client on program enhancements, changes in direction, and adjunct service offerings. Also, review agent-level data, center data, and/or other appropriate information to assessperformance trends and recommend solutions for improvement to operations.· Ensure pricing meets Business Unit's expectations for operating profit and take appropriate action if program does not meet profit expectations.· Responsible for selecting, training, developing, and managing performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements.· Engineered an "outlier" report that focuses on Agents significantly over target. This information helped the production team target the offenders, which ultimately improved the overall performance of the key metrics.