Lauren Rodriguez

Phone: 727-***-**** Email: ac5hx4@r.postjobfree.com

Linkedin: http://www.linkedin.com/profile/view?id=23686600&trk

OPERATIONS / CUSTOMER SERVICE / PROCESS IMPROVEMENT/PROJECT MANAGEMENT

High-energy, agile leader experienced in leading multiple client facing business units to achieve optimal cost structures and operational efficiencies; Diverse leadership background that includes; call center management, customer service, operations, inbound and outbound sales, project management, training and development.

Generate high levels of motivation and team performance and foster a process improvement culture by utilizing ITIL, Six Sigma and ISO practices; Bottom-line focus and dedication to improving productivity, combined with multi-functional expertise. Adapts quickly and helps others move forward with changes in a variety of corporate environments

Core competencies include:

Call Center Start-up

Quality Assurance

Inbound and Outbound Sales

Vendor Management

ITIL Expert (MALC)

Commission Management

Workforce Management

Six Sigma Green Belt

Project Management

Automated Call Distribution

ISO 9000

Reporting & Analysis

PROFESSIONAL EXPERIENCE

WELLCARE, Tampa, Fl 8/2014 – May 2018

Operations Manager - Quality 2/2015 - Present

Manage a team of Operation Data Analysts responsible for oversight of vendors, performing data analysis to identify and recommend people, process and system improvements

Responsible for setting up and managing a process and ticketing system focused on transfer reduction, which yielded over 11% reduction in transfers and savings of over $300K within a 10-month period

Project Manager 8/2014 – 8/2015

Worked with project team to implement a business solution for the Contact Center to improve customer and employee satisfaction

Responsible for implementation of Interaction Intelligence Recorder, where all quality audits are housed and scored, as well as real time speech analytics and customer satisfaction surveys (CSAT)

TRUGREEN, Plant City, FL 12/2013 – 8/2014

Administration Supervisor 2013 - 2014

Responsible for hiring, training and managing employees for a startup department, auditing all new sales, quality monitoring, data entry and accounts payable

VERIZON BUSINESS, Temple Terrace, FL 2005 - 2013

Specialist – Program Service Management 2010 - 2013

Resolved escalated customer incidents to preserve relationships with Verizon Enterprise accounts, including but not limited to: billing, credit request creation and research, root cause analysis of $100K plus settlements, late disconnect credits and customer portal user mapping, reporting and ongoing training with eMedia, repairs, network manager, online ordering and account hierarchy. Financial Management responsibility for AR activities including: settlement negotiation status, payment negotiations, validating payments. Created and maintained a strong partnership with the Collections team.

Received significant Customer Accolades due to thorough and quick resolutions

Teamed with Management to implement ISO certification for the Service Advocate team

Created and Implemented an Open Action Item (OAI) document to ensure customer resolution

Project Manager 2009 - 2010

Led project for a client, moving their domestic and International infrastructure to a new provider (This position was performed simultaneously with the Call Center Manager position)

Worked closely with executive management, project managers and system engineers to insure a smooth transition utilizing ITIL practices. Project included; Wide Area Network (WAN), Extranet Management, Wireless LAN Management

Successfully moved client’s infrastructure to new provider within the budgeted timeline

DANKA OFFICE IMAGING / VERIZON, St. Petersburg, FL

Call Center Group Manager / Manager 2002 - 2010

Managed 24x7 call center operations and third-party vendor call center operations; Handled escalated customer incidents to preserve relationships. Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Reviewed call center statistics and Quality Monitoring to measure staff performance and the need for improvement. Exceeded all client established Service Level Agreements (SLA’s).

Accountable for over 120 Call Center employees, Inside Sales and 3rd Party Vendor employees

Hired and trained staff for maximum performance in meeting and exceeding department goals

Managed staff of 6 Training and Resource personnel

Managed Inside Sales team responsible for up selling of consumables

Created program to cross-train agents, saving $837K over two-year period.

Drove ISO 9000 certification program, resulting in highest level service delivery

Implemented reporting procedures to ensure accuracy in projecting volume

Implemented and continually improved Quality Monitoring program

Utilized ACD and Webcenter applications to route and track call traffic within the center

DANKA OFFICE IMAGING, St. Petersburg, FL 1984 - 2005

(Formally Leslie Supply Company, Port Washington, NY)

Service Marketing Program Manager 1998 - 2002

Responsible for implementing an extremely successful Contract Marketing division yielding $14M annually (with 93% average renewal rate) and winning a minimum $500K in new business per month.

Started up and Managed Inbound / Outbound Service Marketing and Supplies Department, increasing annual revenues $4M

Established additional call centers to service customers in all time zones

Hired/trained a highly effective staff that was successful in meeting department goals and sales quota

Compiled access database, highlighting profitability to right size service contracts

Created and implemented commission plans

EDUCATION

Coursework in Music Therapy / Psychology

Dowling College, Oakdale, New York

Coursework in Computer Applications

Florida Metropolitan State University, Clearwater, Florida

PROFESSIONAL DEVELOPMENT

Six Sigma Certification, Green Belt

ITIL Certifications: ITIL Foundations V3, ITIL Intermediate Certifications and ITIL Expert Certification

COMMUNITY INVOLVEMENT

Volunteer Work American Cancer Society 2002 - Present

Positions Held: Event Chair, Team Captain, Survivor Chair, Fundraising Chair

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