Candida Barbosa
Port Orange,FL
Summary
Boasting a solid 15-year tenure in BPO, my expertise lies in leading dynamic sales teams, especially in the Healthcare and Operational Delivery sectors. I am deeply committed to people development, as demonstrated by my dedication to cultivating a workplace culture that inspires and enables individuals to tackle challenges and work collaboratively on innovative operational solutions. As an experienced leader, I thrive in fostering talent, propelling sales excellence, rejuvenating processes, and promoting effective communication. My skill in building and sustaining strong relationships has been key to improving account health and strengthening client partnerships. By adopting proactive strategies and embracing digital innovations, I regularly develop approaches to boost sales performance and drive revenue growth. My career is marked by accolades for exceptional achievements and contributions, highlighting my commitment to exceeding both financial and operational sales KPIs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Executive Director
Ttec (TeleTech) - HealthCare Solutions
Englewood, CO
04.2021 - Current
- Manage financials and developed business strategies, evaluating revenue leakage and growth opportunities. Executed data accuracy audits and analyzed financial reports. Directly responsible for a 90M P&L, collaborating with cross-functional teams to achieve financial objectives aligned with overall business goals.
- Demonstrate strong ability to understand and empathize with client's perspective, consistently achieving a 9/10 rating on Client NPS and fostering strong relationships.
- Executed effective strategies for revenue optimization and cost-saving initiatives, leading to a substantial increase of +4M in embedded revenue growth and 10M in cost savings
- Implemented a variety of technology-driven initiatives to boost sales and ensure adherence to quality standards.
- Negotiated contracts with clients to maximize profitability and assisted in developing pricing models based on competitor analysis.
- Expert in CMS regulatory and compliance measures. Committed to maintaining the highest standards of industry practices, ensuring that all operations are conducted with the utmost integrity and adherence to regulatory requirements.
- Served as the Chairperson for Champion of Color and Black Equity at Work - Employee Relations Group, overseeing initiatives focused on mentorship, professional growth, and career progression.
Director of Operations
Ttec (TeleTech) - HealthCare Solutions
Englewood, CO
06.2019 - 04.2021
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Managed day-to-day operations of a large staff in multiple departments.
- Created policies and procedures for improved workflow processes.
- Reviewed contracts with vendors to ensure compliance with regulations and terms and conditions.
- Completed Global Leadership Mentorship Certification and spearheaded leadership development programs
- Reduced overall Healthcare attrition by establishing a Retention Workstream and Oversight committee, while engaging program executives to increase understanding of incentive fund allocations. Identified areas where funding could be allocated to improve retention efforts.
Account Manager - B2B Business Sales
TTEC
Englewood, CO
11.2015 - 06.2019
- Created comprehensive reports on account performance and presented them to senior management.
- Analyzed client data and identified opportunities for growth.
- Developed strategies to increase revenue from existing accounts.
- Monitored industry trends and made recommendations for changes in strategy accordingly.
- Sourced new opportunities to introduce products and services to potential customers.
Education
Associate of Science - Biochemistry
Temple University
Philadelphia, PA05-2008
Accounting And Finance
DeVry University
Villa Park, ILSkills
- Healthcare Delivery
- Financial Management
- Sales management
- Outreach Programs
- Communications strategy
- Client Services
- Business Management
- Leadership Development
- Regulatory Compliance
- Portfolio Management
- Strategic Planning
- Vendor Relations
- Community Engagement
- Data Interpretation
- Business Development
- Quality Control
- Contract Management
- Contract Negotiation
- Profit and Loss Management
- Revenue Growth
Certification
- DEI, University of Florida
- Global Leadership Mentorship Program Certificate
Accomplishments
- Awarded top partner, achieved 9.3/10 client satisfaction ratings from 2020-23, hired and trained leadership focused on employee needs, aligned operational standards to meet business needs, oversaw 10 clients and 14 programs, delivered exceptional operational KPIs and CPIs
- Honored as Top 5 Women Leaders in Healthcare, received nomination by peers across healthcare portfolio, removed team barriers, promoted successful collaboration across cross functional teams, maintained flexibility and availability,
- Won 2021 & 2023 Global Proactive Solution Grand Prize, organized SMEs from each functional area, road mapped solution, outlined tasks, owners, and deadlines, met weekly, discussed project status, engaged support departments
- Top 40 Ttec Magic Maker , received nomination by leaders across organization as key member and growth asset, brought solutions to healthcare portfolios
Timeline
Executive Director
Ttec (TeleTech) - HealthCare Solutions
04.2021 - Current
Director of Operations
Ttec (TeleTech) - HealthCare Solutions
06.2019 - 04.2021
Account Manager - B2B Business Sales
TTEC
11.2015 - 06.2019
Associate of Science - Biochemistry
Temple University
Accounting And Finance
DeVry University