Summary
Overview
Work History
Education
Skills
Interests
Languages
Certification
Timeline
Generic

Carol Espinosa

Rockland,MA

Summary

Collaborative leader with extensive experience driving operational efficiency and enhancing customer service through strategic training initiatives. Proven track record in coaching teams to achieve KPIs and improve first-call resolution rates. Adept at problem-solving and fostering collaboration across departments to meet organizational goals.

Professional with background in managing contact centers, bringing wealth of experience in customer service and team leadership. Known for fostering collaboration and driving results within dynamic environments, while maintaining flexibility to adapt to changing needs. Skilled in performance management and communication. Known for reliability and adaptability, with capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Director of Contact Center

Boston Mutual Life Insurance Company
10.2023 - Current
  • Drove change within existing Call Center and revamped and reorganized the department to align with strategic objectives
  • Led training initiatives to enhance team performance and improve customer service standards.
  • Developed and implemented strategies to optimize call center operations and reduce response times.
  • Managed daily operations, ensuring adherence to company policies
  • Analyzed performance metrics to identify areas for improvement and drive operational efficiency.
  • Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
  • Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
  • Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
  • Oversee Corporate Complaint review and resolution for Customer Experience
  • Mentored direct reports for future leadership potential

Manager, Consumer Relations

Boston Mutual Life Insurance Company
06.2018 - 10.2023


  • Responsible for Corporate Complaint review and resolution.
  • Participated in Market Conduct Audits through information gathering and reporting
  • Responsible for Privacy Breaches and Information Requests
  • Responsible for Unclaimed Property Quarterly research and reporting
  • Monitored, tracked, and reported on New Business surveys responses and Agent Watchlist
  • Assisted Compliance Vice President with research regarding Regulatory requirements , policy research and information
  • Assisted other departments within the organization in regard to research and information gathering
  • Subject Matter Expert in various interdepartmental projects led by the Quality Center, such as Letter Improvements, Process review and streamlining
  • Ensured timelines and deliverables were consistently met for each individual complaint, project, or audit request.

Manager, Call Center and Technical Department

Boston Mutual Life Insurance Company
06.2014 - 06.2018
  • Led a team of Call Center representatives along with a separate team handling back of the house processing of customer correspondence
  • Led Team training to ensure ongoing learning
  • Managed daily operations, ensuring adherence to company policies and established KPI metrics
  • Oversaw back end processing to ensure timelines of responses
  • Assisted with escalations to ensure customer satisfaction
  • Monitored survey responses for Call Center feedback and opportunities for improvement
  • Worked with Corporate Complaint handler to ensure consistency in processes
  • Handled department budget reporting for leadership
  • Mentored direct reports for future leadership potential

Education

Bachelor of Arts - Psychology

University of Massachusetts, Amherst
Amherst, MA

Skills

  • Coaching and mentoring
  • Customer service
  • Problem-solving and Performance Improvements
  • Excellent verbal and written communication
  • Organizational skills
  • Team collaboration and leadership
  • Adaptability and flexibility
  • Decision-making

Interests

  • Reading
  • Video Gaming
  • Watching Movies and TV Shows
  • Road Trips
  • Beach Days


Languages

Spanish
Native or Bilingual

Certification

  • Crestcom Management Training - 2014 & 2024
  • Loma-ACS Customer Service

Timeline

Director of Contact Center

Boston Mutual Life Insurance Company
10.2023 - Current

Manager, Consumer Relations

Boston Mutual Life Insurance Company
06.2018 - 10.2023

Manager, Call Center and Technical Department

Boston Mutual Life Insurance Company
06.2014 - 06.2018

Bachelor of Arts - Psychology

University of Massachusetts, Amherst

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