Experience

Getlabs

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Senior Director of Patient Experience and Quality

  • Apr 2023 - Present

• Director of Patient Experience Operations

  • Nov 2021 - Sep 2023

  Lead staff of agents, team lead, training coordinator and manager through omni-channel contact center. Created phlebotomist and coordinator training and onboarding program and curriculum.Created Patient Experience team onboarding and training curriculum and programs.Determine staffing needs based on the growth of new city launches and new partnerships. Analyze dashboards pertaining to Omni-channel patient experience.Determine KPIs, scorecards, performance management, and measurements for success.Develop new tools or integrate CRMs to improve processes.Integrated new CRM and phone system to improve efficiency and the patient experience. Develop, refine, and scale processes and policies company-wide.Report out to senior leadership on successes and opportunities, as well as, problem solve and make recommendations for improvement.Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved.Driving continuous improvement and championing positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth.Lead a world-class team by fostering a continuous learning environment, recruiting, and hiring top performers. Manage headcount planning process and partner with Finance and HR to ensure proper resources for the organization.Serve as an escalation point for Patient Support and critical patient issues; serve as a liaison to other internal departments and stakeholders. Show less



Fashion Nova

• United States
• Retail Apparel and Fashion
• 700 & Above Employee

• Senior Director of Customer Care

  • Apr 2021 - Nov 2021

  Lead a staff of 150+ in North America, Philippines, and Honduras through an omni channel customer service experience overseeing managers and frontline agents that handle phone, email, and chat cases. Define and own the entire support lifecycle - implement best practices, map customer journey allocates appropriate resources etc. Develop strategy, execution roadmap, priorities and investment plan to deliver proactive support vision, deflection and scale/productivity. Define and manage all operational metrics for the organization from high-level KPIs to individual scorecards at all levels of the organization. Take full responsibility for the overall success of customer support organization against group OKRs and company goals. Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved. Develop differentiated, proactive Support offerings and work closely with sales to help sell the right offerings to our strategic customers. Driving continuous improvement and championing positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth. Develop, own, and execute an effective staffing plan for Customer Support using data-driven forecasting techniques. Lead world-class team by fostering a continuous learning environment, recruiting and hiring top performers. Manage headcount planning process and partner with Finance and HR to ensure proper resources for the organization. Serve as an escalation point for Customer Support and critical customer issues; serve as a liaison to other internal departments and stakeholders. Manage budget, drive capacity planning and identify needs and present investments required to improve service levels and customer experience. Help drive product roadmap to continuously improve customer experience. Show less



Wayfair

• United States
• Retail
• 700 & Above Employee

• Senior Customer Service Manager

  • Jul 2020 - Apr 2021

  Lead a staff of 300+, through developing, overseeing, and coaching of managers of frontline phone, email, and chat service teamsDrive the overall performance of customer service organization including; service levels and customer satisfactionAnalyze team performance to drive improvement in KPIs and close performance gapsEnsure appropriate resources are available to meet changing requirements and volume to meet performance objectivesIdentify training gaps and partner with onsite training and support teams to improve performanceEffectively screen candidates and provide recommendation of candidates for hireCoordinate and implement bonus, reward, and recognition programs to drive both group and individual performanceDrive employee engagement and foster a positive and productive culture through enthusiastic leadership Show less

• Global Senior Program Manager Service Operations

  • Aug 2019 - Jul 2020

• Virtual Program Manager

  • Jan 2019 - Aug 2019

  Develop processes, frameworks and best practices that position the team to proactively manage the Business Intelligence road map, while appropriately responding to emerging needs both big and small.Lead and support discussions with a broad range of senior “stakeholder” partners in Category Management, Human Resources, Sales, Freight, Recruiting, Training and Work Force Management to understand needs, priorities, uses, and value delivered from business analytics.Manage and report on organizational performance trends, project progress, impact assessments, and stakeholder happiness to executive leadership.Develop, implement, and improve strategy to support operational performance and rapid project delivery across the Business Intelligence organization.Prioritize competing interests and focus on the highest impact activities.Implement proposals and initiatives to streamline processes to promote a best in class employee and customer journey. Show less

• Virtual Customer Service Manager II

  • May 2018 - Jan 2019

  Lead and develop staff of 75+, manage and coach managers of virtual inbound teams to build successful teams and deliver an exceptional customer experience Analyze team performance and create action plans to drive improvement in KPIs and close performance gapsMake decisions about business policies, managing risks and resolving employee issuesUnderstand the specific challenges and opportunities of a work at home team and demonstrate ways to maximize performance to deliver first class customer and employee experienceBuild the bench of future leaders by developing managers into successful coaches that demonstrate the ability to leverage customer feedback to implement changes that add value to our customersEnsure appropriate resources are available to meet changing requirements and volume to meet performance objectivesIdentify training gaps and partner with support teams to improve performanceHold regular meetings to discuss performance trends and communicate corporate and local initiativesEffectively interview and recommend candidates for hireCoordinate and implement bonus, reward and recognition programs to drive both group and individual performanceTake corrective action to manage performance as appropriateEffectively respond to escalated customer service issues to ensure proper resolution Show less



AutoAnything

• United States
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Manager of Operations

  • Nov 2014 - May 2018

  Successfully designed, implemented and led a multilingual Customer Service Call Center. Overseeing 60+ team members (both local and international).Oversee 5 departments within Operations (Customer Service, Supply Chain, Email Team, Social Reputation, Fraud).Enhanced service through skills based routing and customer relationship software.Created and assisted in developing training program for all new hires.Managed on going training and skills refreshers for employees.Introduced problem resolution process to effectively reduce handle and response times to customer issues through ownership, communication and reporting.Carried out process improvements resulting in 68% increase "on-time" processing and highest overall efficiency rating of 96% within 6 months.Implemented metric based skill measurement and increased efficiencies by 30%.Maintained thorough understanding of internal processes and systems within business.Understanding of how each department affects overall business strategy.Built rapport and trust quickly with clients and peers.Recorded statistics, user rates and the performance levels of the center by preparing reports.AutoAnything.com, an AutoZone Company, is a San Diego-based eCommerce Company that merges the high-speed lane of custom automotive accessories and performance parts with cutting-edge internet technology and industry-leading customer service. With the support of AutoZone, Inc., the leading retailer and distributor of automotive replacement parts and accessories in the United States and annual sales over $10 billion, AutoAnything.com continues to grow at a rapid pace. Our flexibility, entrepreneurial style, knowledge of the competitive landscape and innovative business model has allowed us to excel in the industry since 1979. AutoAnything.com's success can be directly attributed to the dedication, passion and creativity of our Team. Show less

• LIVE CHAT SUPERVISOR

  • Sep 2012 - Nov 2014

  Effectively establish and maintain solid internal and external customer relationships.Supervised live chat teams and coordinated cross-functional teams connecting processing, logistics, and operations.Involved in Day to Day operations and reviewed customer service/sales goals weekly.Created initiatives and accountability metrics used to manage customer service/sales team and meet business objectives.Provide support for all escalated customer issues; focusing on total customer satisfaction. Show less

• SALES (HYBRID) SUPERVISOR

  • Dec 2011 - Sep 2012

  Continuous support and monitoring of all incoming calls. Oversaw a staff of 9 team members.Provide on going coaching, mentoring and leadership.Perform in team environment while helping initialize a competitive atmosphere.Provide solutions to support any customer escalations.

• SALES (HYBRID) TEAM LEAD

  • Nov 2009 - Dec 2011

  Responded to customer service issues in a timely manner and ensured maximum satisfaction.Provided accurate and appropriate information in response to customer requests.Support internal team in a professional and timely manner.

• CUSTOMER SERVICE REPRESENTATIVE

  • May 2007 - Nov 2009

  Provide excellent customer service to external, as well as internal customers.Update account and delivery orders in computer system.Skillfully clear up conflicts or route to the correct person for handling.Continually produce upwards of 60+ calls/day.



Covance

• United States
• Research Services
• 700 & Above Employee

• Customer Service Program Specialist

  • Oct 2006 - May 2007

  Covance, the drug development business of Laboratory Corporation of America Holdings (LabCorp), is the world’s most comprehensive drug development company. Through its nonclinical, clinical and commercialization services, Covance has helped pharmaceutical and biotech companies develop one-third of all prescription medicines in the market today. At Covance, we know that our greatest resource is our people and they come from around the globe. They choose Covance because they are not only looking for bright colleagues and committed achievers, but for collaborative team members whose mission is to help bring needed medicines to market sooner. Covance respects and values the differences and strengths of each of our employees. We strive to create an environment that stimulates our employees' diverse perspectives and contributions - and the result is impressive. Together and as individuals, our employees impact the lives of millions. Mission: To bring new and innovative medicine to patients sooner. Show less



GEICO

• United States
• Insurance
• 700 & Above Employee

• Customer Service Representative

  • Sep 2004 - Oct 2006

  About GEICO For more than 75 years, GEICO has stood out from the rest of the insurance industry! We are one of the nation's largest and fastest-growing auto insurers thanks to our low rates, outstanding service and clever marketing. We're an industry leader employing thousands of dedicated and hard-working associates. As a wholly owned subsidiary of Berkshire Hathaway, we offer associates training and career advancement in a financially stable and rewarding workplace. About GEICO For more than 75 years, GEICO has stood out from the rest of the insurance industry! We are one of the nation's largest and fastest-growing auto insurers thanks to our low rates, outstanding service and clever marketing. We're an industry leader employing thousands of dedicated and hard-working associates. As a wholly owned subsidiary of Berkshire Hathaway, we offer associates training and career advancement in a financially stable and rewarding workplace.



San Diego Association of Governments (SANDAG)

• United States
• Government Administration
• 200 - 300 Employee

• Analyst I

  • Sep 2002 - Aug 2004

  The SANDAG Applied Policy/Criminal Justice Research Division provides technical support to the region’s policymakers, agency leaders, and service providers by evaluating data and making recommendations that lead to informed decisions and increased program effectiveness. Examples of recent and upcoming projects include evaluations and cost/benefit analyses of services provided to ex-offenders that lead to lower rates of recidivism; partnering with local law enforcement agencies to document and evaluate the effectiveness of efforts aimed at reducing violent crimes in the San Diego region; and evaluating national crime prevention practices. Results of such research studies and evaluations are shared with decision-makers and stakeholders on a regular basis and lead to more informed decisions about investments in funding, resources, and programs that will have the greatest positive impact on the San Diego region. Show less