Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Elizabeth Cavallaro

Melbourne,FL

Summary

Experienced leader with 17 years of management experience, including driving process improvement, managing change, and executing training and onboarding programs. Adept at fostering client satisfaction and enhancing communication strategies to achieve organizational excellence and impactful results.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Operations Supervisor

Percepta
Houston, TX
07.2023 - Current
  • Coach and evaluate sixteen (16) customer service representatives, organizing workshops to enhance performance
  • Increased Net Promoter Score (NPS) 25% and Quality Assurance metrics by 5% through trend identification and process optimization
  • Consistently ranked within top 10% of over seventy (70) colleagues based on key performance indicators.

Regional Knowledge Base Manager

Percepta
Melbourne, FL
05.2021 - 07.2023
  • Increased website traffic by 20% through effective SEO strategies.
  • Negotiated contracts leading to a 100% departmental expansion over two (2) years.
  • Oversaw a comprehensive knowledge management system with over fifteen thousand articles for agents, customers, and dealers.
  • Managed a budget of $1.5 million.

Learning and Development Training Supervisor

Percepta
Melbourne, FL
03.2020 - 05.2021
  • Facilitated collaboration among fifteen (15) departments to strengthen cross-functional communication and alignment.
  • Introduced internal career development program, reducing onboarding time by 25%.
  • Engaged with management to develop a strategic training roadmap, resulting in a 50% reduction in training cycle time.

Training and Instructional Design Specialist

Percepta
Melbourne, FL
02.2016 - 03.2020
  • Conducted in-person and virtual training sessions for groups of up to twenty-five (25) employees across the United States and Manila, Philippines.
  • Reduced new hire turnover by 10% through Discovery Learning Methodology.
  • Enhanced onboarding and training curriculums increasing speed to proficiency by 25%.

Team Leader

Percepta
Melbourne, FL
07.2014 - 02.2016
  • Individualized ongoing guidance and feedback to fifteen (15) employees, fostering a collaborative work environment.
  • Attained a 99% success rate in task completion.
  • Partnered with management to enhance training-to-production processes, resulting in a 10% reduction in 30-day attrition rates.

Education

Associate of Science in Paralegal Studies -

Eastern Florida State College
Cocoa, FL
12.2019

Associate of Arts in Business Management -

Eastern Florida State College
Cocoa, FL
05.2019

Skills

  • Department Oversight
  • Business Acumen
  • Team Leadership
  • Needs Assessment
  • Client Management
  • Coaching to Success
  • Data Analytics
  • Performance Management
  • Call Center Operations Management
  • SEO and Digital Marketing
  • Contract Negotiation
  • Microsoft Suite
  • Multitasking

Certification

  • Introduction to Instructional Design, ATD, 09/01/19
  • Certified Learning & Development Professional (CLDP), Teletech, 07/01/16
  • Knowledge Management, Coursera, 03/01/23
  • Business Acumen, Coursera, 04/01/24

Timeline

Customer Service Operations Supervisor

Percepta
07.2023 - Current

Regional Knowledge Base Manager

Percepta
05.2021 - 07.2023

Learning and Development Training Supervisor

Percepta
03.2020 - 05.2021

Training and Instructional Design Specialist

Percepta
02.2016 - 03.2020

Team Leader

Percepta
07.2014 - 02.2016

Associate of Science in Paralegal Studies -

Eastern Florida State College

Associate of Arts in Business Management -

Eastern Florida State College

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Elizabeth Cavallaro