LOREAN GONSALVES

** ****** ****** #** ***********, MA 01752

508-***-**** aculqn@r.postjobfree.com

https://www.linkedin.com/in/lorean-gonsalves-0713565

Senior-Level Operations & Customer Service Director

Project Management Client Satisfaction Operations Supervision Vendor Management

Executive leader with expertise in all facets of operations, project management, customer service, vendor management and account management within a high-profile corporation. Skilled in collaborating with internal and external clients to achieve business objectives and to improve efficiency. Drives results through people and possesses superior employee development and client priority skills. Designed several programs and initiatives that improved cost, delivery and quality. Earned five promotions and the title of director while working for the same organization. Received multiple awards for teamwork, leadership, outstanding performance and tenure. Looking to apply an entrepreneurial spirit and a passion for innovation in a challenging environment to propel organizational success. Strong computer skills and fluently bilingual, speaking, reading, and writing English and Portuguese.

Employee Engagement

Problem Solving

Customer Service

Microsoft Office & TFS

Budget & Expense Management

Lean Management

Key Performance Indicators (KPI)

Confluence

Negotiation/Vendor Management

Conflict Resolution

Service-Level Agreements (SLA)

Sales Force

Professional Experience

Pro Teck Valuation Services, Waltham, MA January 2004 – February 2016

Director of Operations, October 2014 – February 2016

Ran daily operations, created a flexible work force and drove group synergy by breaking down silos between functional departments. Developed and supported new efficiency projects by creating operational project teams to work with IT. Directed operational teams to incrementally build upon each project for further enhancement to improve cost, quality and delivery.

Director of Customer Service, March 2011 – October 2014

Improved overall delivery (SLA) and provide high customer satisfaction by effectively managing customer service teams. Pioneered several initiatives to improve employee engagement, vendor services, employee recognition and customer service KPIs.

Vendor Relations Manager, October 2007 – March 2011

Enhanced SLA KPIs across all clients and created top tier vendor programs to improve cost, quality and delivery from vendor partners. Designed a highly effective performance-based vendor order assignment system that drove competition, increased the quality of the vendor panel and decreased internal management costs. Built two Vendor Relations Teams across two business channels (Broker Price Opinion (BPO) and Appraisal) and implemented and created all processes and procedures for the department.

Account Manager, February 2006 – October 2007

Managed several high volume clients across three business channels (BPO, Appraisal and Insurance) and increased revenue by providing excellent customer service and growing current business within assigned book of clients. Worked closely with sales to bring onboard new client prospects.

Vendor Manager, January 2004 – February 2006

Supervised the broker network (recruitment and fulfillment) in assigned geographic territory. Ensured all client

orders were assigned and completely within client SLA. Finished as the top performer across the vendor management team.

Education

Bachelor of Arts, Political Science, College of the Holy Cross, Worcester, MA

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