Sales Customer Service
Resume:
Marla Ramirez
**********@***.***
Executive Profile
15+ years of demonstrated contact center operations experience at an executive level
Proven experience of leading a service driven contact center operation of 450+ employees, with experience of managing through periods of significant growth and change
Excellent written, oral, and presentation skills
Effective leadership and analytical skills including working knowledge of budgets, staffing models, scheduling, and telecom opportunities.
Exceptional ability to develop and manage results-oriented recruiting and training programs
Strong mentoring and relationship building skills with ability to effectively manage large groups
Excellent communication and leadership skills in leading and motivating a growing and changing service operation; ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives
Technology skills include: Microsoft Outlook, Word, PowerPoint, Excel and Visio
The drive for self-development, the ability to collaborate, and an action-oriented work ethic
Professional Experience
Choice Home Warranty
Edison, NJ
CHW is a national provider of a comprehensive home warranty service.
Vice President Operations Feb 2014 - Present
Manage and direct all contact points for Consumer/Realtor/Vendor network activity. Operational oversight for 450 + employees within the following department: Case Management, Authorizations, Retention, Customer Service, Vendor Relations, Dispatch, WFM, QA, Training, Recruiting and HR.
Successfully navigated and re-engineered operations through the New Jersey Department of Consumer Affairs 2014 Legal Action.
Operational growth from 40 FTE in 2014 to 450+ in 2020
Designed and implemented organizational structure to support rapid customer/claim growth of 60% year over year including; leveraging technology to better service customers, creating a training program that primed new hires to engage at an efficient and effective rate and creating a career path that improved annualized employee attrition from 56% to 38%.
Improved customer satisfaction grades on multiple consumer review sites including the BBB, from February 2014 (pre-action) D- to B- by 2016 and maintaining grade to date.
Maintained the stream lined operational structure that delivered consistent service with a corporate goal of 80/120 SLA by interval, 2 minute ASA, 400 sec AHT and 85% occupancy
Conserved cost of claim margins though operational optimization to stay in line with member growth
Developed a case management team for escalated claims that reduced calls per claim from 4.2 to 1.8 and improved customer retention from 13 months to 26 months.
Established 360-degree process of recruiting, training and quality to identify key attributes of successful employees, which improved new hire selection and training curriculum enhancements
Created and implemented scorecard process to measure manager performance and increase accountability. Resulted in 13% improvement in adherence and 20+% productivity improvement
In 2019 opened 200 seat contact center in Sunrise Florida to accommodate operational growth and business continuity
PRN Physician Recommended Nutriceuticals
Plymouth Meeting, PA Feb 2013 – Jan 2014
PRN provides therapeutically potent omega-based supplements via physician partnerships.
Vice President Customer Experience
Manage and direct inbound and outbound sales activity associated with initial customer contact, customer retention and client (physician) interaction. Responsible for achieving sales targets and maintaining customer satisfaction by improving sales process flow, managing growth of department and monitoring quality and sales metrics to increase the customer and client base through retention and outreach initiatives.
Increased conversion rates from 32% to 42% in 120 days by designing and implementing departmental efficiencies, call guides and soft skills training that improved conversion during initial customer engagement
Improved customer retention rate by 8% in first quarter by instituting marketing strategies that solidified product value proposition
Selected new phone system (5Nine) and managed integration with NetSuite
Created new hire training and quality programs to enhance employee performance standards and success
Key contributor in developing marketing strategies to introduce line extensions and enter new vertical markets in order to evolve business model
Identified customer service and sales trends through metric analyses and created KPI’s and employee scorecards which elevated sales performance and productivity
Redesigned operational processes and internal communication which optimized launch initiatives as well as employee engagement
Created sales and budget forecast for corporate 30 month exit strategy
Created and implemented new in office protocols which enabled physician’s staff to incorporate the PRN brand during patient interaction in order to increase lead generation
Instrumental in creating and implementing corporate vision and spearheading strategic teams in marketing, sales and technology to create tactical plan of action
Life Extension Foundation Buyers Club
Fort Lauderdale, FL Jan 2007 – June 2012
LEFBC is a membership-based organization with 160MM annual sales and a leading provider of pharmaceutical grade vitamins and supplements and cutting edge health related clinical information.
Vice President of Operations
Responsibilities included managing a corporate operation encompassing a 24/7 150-seat call center in Fort Lauderdale and a 95-seat center in Las Vegas in support of all sales and customer service interactions. Additional oversight of a retail store that generated 5MM/year revenue, corporate recruiting, training, project management, workforce management and quality assurance. Instrumental in molding the strategic direction of the company, which enhanced the customer experience, resulting in a 13% increase in customer retention and a 9% increase in average sales ticket.
Implemented new hiring procedures and led cultural change to one of recognition and employee value, which resulted in a 33% decrease in attrition in 2010
Partnered with IT to identify/architect CRM solution that integrated with JD Edwards and improved representative speed and accuracy
Developed Training Department - development/design of CBT and Facilitator based training, instructor and participant manuals, practices, quizzes and standards of excellence
Created organizational structure by instituting job descriptions, roles, responsibilities, policies and procedures throughout operations to promote inter-departmental consistency of communication and information
Instituted company standards such as town hall meetings, employee satisfaction surveys, performance reviews, company branding for new employees
Created Customer Satisfaction Survey that maintained a 9% response rate and a 95% top box score
Forecasted and managed an annual budget of 15MM
2008 opened 100 seat call center in Las Vegas to support operational growth and business continuity
Established a Quality Assurance Department. Authored the road map and scan form for 6 departments. Created QAR productivity and accuracy standards and scorecard
Created a work force management department. Deployed Avaya/Witness. Oversaw budgeting, forecasting and staffing for 4 groups located in 2 sites. Sustained company driven strategy of 90/30 SLA and email response within 12 hours. Spearhead the launch of automated reporting and established a help desk (SME) team. Established KPI’s to drive business performance and partnership between WFM and Operations.
Created an outbound department for welcome calls and membership renewal reminders, which improved first engagement and membership retention by 28%
Introduced benefit selling and consultative approach to inbound sales team which increased average ticket transaction by 8%
Created Intranet SharePoint Knowledge base to assist representatives with providing accurate and timely information
Created a formal developmental program that is designed to prepare employees for expanded roles & responsibilities and vertical career growth
Maximized the efficiency of the call center operations from a resource allocation perspective, with the objective of consistently achieving service performance goals and minimizing cost-per-call, while allowing the Operations group to also meet and exceed quality and CSAT goals
Precision Response Corporation (Alorica)
Sunrise FL Aug 2003 - Aug 2006
PRC, with revenues in excess of $400M, is a leading Business Services provider delivering Customer Management and Sales & Marketing solutions for leading brands.
Director of Client Services
Complete P&L responsibility and accountability for overall performance of multiple customer contact programs. Managed multiple facilities and balanced capacity planning in support of various clients. Direct reports included operations, client services, support department managers; encompassing 500+ staff members across multiple sites. Accounts showcased as best practices prototype for all perspective clients.
Successful launch of a 250-seat customer contact program with primary account management, operations and P&L responsibility and for AARP, accounting for 15MM in annualized revenue.
Complete accountability for achieving designated SLA, ABA, & Occupancy contractual goals.
Additional accounts launched and managed include: ATA airline, Expedi.com and CHCS Medicare Part D.
Maintained profitable margins through analytical operational forecasting and budgeting
Obtained 2MM of incremental revenue in 2004 through continuous client interfacing and exceeding goals on existing lines of business
Guided the team in developing operational SOP and training materials that use adult education theory and quantitative analyses of agent performance
Provided constant review and feedback on areas of potential risks and threats in order to identify these risk elements and take appropriate corrective and/or preventive measures.
Led cross-functional team that developed new attendance policy for company
Implemented best practices across all WFM functional areas including capacity planning, forecasting, scheduling, utilization efficiencies and command center.
Developed new quality initiatives that led to 2+ step jump on client 5-level rating
Partnered with clients to build customer solutions
Reduced vendor performance penalties by 50% due to improved operational performance
Implemented quality improvements focused on producing an exceptional customer experience and improved quality results by 60+%
Improved service levels by 45 points and reduced abandoned calls by 15 pts. on AARP account
Supported sales process through regular prospective and existing client center tours, by providing relevant feedback to request for proposals, and through follow-up visits to potential clients
Interacted with Legal Department and negotiated contract terms with clients
Education
BA, Sociology, Florida Atlantic University
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