Elizabeth Jacobucci

Highly accomplished and results-driven professional with substantial experience in training and development, continuous process improvement, performance evaluation, and customer service. Proven success in deployment of robust roadmaps, processes and procedures to ensure utmost compliance with quality standards. Demonstrated history of executing successful strategies and training plans for quality supervisors, chat supervisors, and account professionals to achieve collective results. Excel at building and nurturing relations with professional stakeholders at all levels. Adept at identifying area of improvement, proposing creative solutions, and, driving company-wide revenue. Articulate and refined communicator with a strong capability to optimize workforce efficiency.

• Arise Virtual Solutions, Miramar, FL, 07/2020, Present, Instructor/Trainer, Fortune 500 Clients, Instruct adult learners on the systems and processes needed to service as customer service agents. Develop Service aids and other learning activities to aid in knowledge transfer and application of processes. Collaborated with Production staff to ensure Quality metrics were achieved. Provided learner support during the certification period
• Arise Virtual Solutions, Miramar, FL, 07/2015, 05/2014, Lead Quality Subject Matter Expert, Agero Roadside Assistance (remote contractor), Administer overall day-to-day facets of virtual chat rooms including assisting virtual agents while meeting and exceeding customer satisfaction levels. Spearhead Town Hall meetings with Customer Service Agents to propose new induction/training procedures and processes in compliance with quality standards. Provide consultation to QA supervisors regarding coaching and mentoring staff in an efficient manner. Analyzed and evaluated error reports and group metrics while identifying areas of improvement and suggesting corrective actions to achieve targeted goals. Leveraged industry expertise and creative teaching techniques involving case study, role-playing, group activities, and icebreaker exercises during training, to boost learner interest and increase retention.
• Arise Virtual Solutions, Miramar, FL, 07/2015, 05/2014, Chat Supervisor, Agero Roadside Assistance (remote contractor), Assisted agents servicing the Agero Roadside Assistance Client by answering process related questions. Provided direction on how to handle unique live call situations. Assisted agents in utilizing available resources for resolution of issues.
• Arise Virtual Solutions, Miramar, FL, 03/2013, 07/2015, Lead Quality Subject Matter Expert & Instructor, ADT (remote contractor), Directed various client’s corporate systems operations involving acquiring in-depth knowledge and understanding of all processes, software applications, and business procedures. Aided CSPs in ensuring timely completion of field sales calls in chat room. Controlled and monitored data entry procedures for ADPT Field Sales Agents on a regular basis. Developed innovative and engaging job aids and recordings while training CSPs on new procedures, resulting in optimal productivity metrics. Utilized Star Enhancement process to evaluate quality, performance metrics, and increase overall sales ratio. Devised and deployed QA evaluations and enhancement sessions for particular CSOs groups with a focus on accessing procedural knowledge and accuracy.
• Arise Virtual Solutions, Miramar, FL, 10/2010, 01/2013, Independent Contractor, Walgreens (remote contractor), Assisted in customer service operations and correspondence mainly through telephone for clients at Walgreens. Provided prompt solutions for clients facing delivery or delayed orders issues. Ordered medical devices and managed on-line prescriptions with absolute precision to meet customer requirements. Streamlined billing and prescription data on a regular basis while overcoming irregularities. Coordinated with Pharmacists across multiple stores to ensure proper administration of medications. Delivered exceptional customer service experience, resulting in an increasing client base and overall profitability.