Business Development Human Resources

Robert Fabritiis ***** Southern Forest Drive, Riverview, FL 33578

**********@*****.*** • 727-***-****

Summary

Multi-faceted, talented and highly motivated professional with over 25 years of Customer Service experience. Diversified skill sets covering administration, human resources, training, business development, process improvement, forecasting, and management of staff. Offering a unique combination of creativity and analytical skill to maximize an uncompromising work ethic.

Experience

WIPRO Ltd, Tampa, FL Apr. 2022 to Aug. 2023

Quality Assurance Manager

Supervise team of Quality Support Analysts

Manage that contact center call standards are adhered to by monitoring and providing consistent coaching feedback and data to compile, track and report performance at the team and individual level.

Provide constant and reliable verbal feedback to daily interactions, execution of processes or delivery of initiatives to the Operations Manager

Responsible for creating, providing and supporting a work environment focused on coaching, mentoring, and driving processes designed to assist agents in achieving their full potential.

Instituted a personal feedback and coaching session between Quality Analysts and associates.

Create weekly, monthly, and yearly business review reports and slides for recapitulation sessions with client.

Identify and compile areas of opportunity with agents and team derived from missed parameters on scored calls.

Drive strategies to provide frequent motivation to the Contact Center agents misaligned to company or client objectives.

Ensures compliance of department policies and procedures as well as all forms of communication within the contact center.

Work with the Learning & Development Team to facilitate trainings and initiatives on quality topics.

Matrix Medical Network, Largo, FL Jan. 2013 to Apr. 2022

Inbound / Outbound Quality Analyst

Ensure that the live and pre-recorded contact center call standards are adhered to by monitoring and providing consistent coaching feedback and data to compile, track and report performance at the team and individual level

Provide constant and reliable verbal feedback to daily interactions, execution of processes or delivery of initiatives to the Manager of Quality Support

Responsible for creating, providing and supporting a work environment focused on coaching, mentoring, and driving processes designed to assist agents in achieving their full potential and Conduct side-by-side coaching sessions with associates.

Supports new hires to drive performance by consistent motivation, coaching and best practices.

Document daily and provide weekly recaps to identify areas of opportunities for the Contact Center through observations and actions.

Participate in strategies to provide daily/frequent motivation to the Contact Center agents aligned to objectives being driven.

Interpret, analyze data and monitor call behaviors in order to assist Supervisors in coaching to these behaviors.

Ensures compliance of department policies and procedures as well as all forms of communication within the contact center.

Work with the Supervisors, Clinical Support Services and Learning & Development Team to conduct trainings and initiatives on quality topics

Bright House Networks, Riverview, FL Jan. 2010 to Jun. 2012

Customer Service Representative

Provided the highest levels of service, support and satisfaction through phone interaction.

Resolved billing and collection inquiries, technical issues and disputes.

Offered additional product and service options to provide value and cost effective solutions.

Served on peer committee to improve and introduce new practices performed by customer service and sales staff.

Lifetouch National School Studios, Tampa, FL Jul. 2009 to Jan. 2010

Photographer

Led staff and photographed students and school employees in engaging and expedited manner to ensure the high levels of satisfaction.

Transported, assembled and disassembled photography equipment.

America II Electronics, St. Petersburg, FL Apr. 2005 to Oct. 2008

Strategic Business Analyst

Business-to-business electronic component sales and forecasted component usage for contract manufacturers.

Peer training and coaching for new and senior analysts.

Created and maintained a Microsoft Access component sales database.

Account management and new business development to established and implement company vision to ensure customer loyalty and retention.

Created PowerPoint marketing presentations for new customers.

Bombay Company, St. Petersburg, FL Feb. 2003 to Mar. 2005

Store Manager

Supervised 2 assistant managers and 10 store employees.

Performed evaluations, conducted training sessions and developed store employees.

Cultivated relationships with clients to ensure customer loyalty and retention.

Ensured the highest levels of customer service and satisfaction.

Skills

Microsoft Office programs (Outlook, Excel, Word, PowerPoint and Access), Five 9, MCSA, CCA, HIP, Vici, Cisco, AS400, Click routing software, Various office equipment.

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