Gabriel Marcial Emanuelli
Miami,FL
Summary
Dynamic operations leader with extensive experience in healthcare call center management, technical support, and client relationship management. Skilled at restructuring teams, implementing technology solutions, and developing training/coaching programs that drive measurable improvements in quality, adherence, and patient experience. Proven ability to build strong teams, streamline operations, and deliver sustainable performance outcomes.
Overview
2026
2026
years of professional experience
Work History
Call Center Operations Manager
Community Medical Group
Miami, FL
2023 - 09.2025
- Directed operations of a 60+ agent call center across Scheduling, Medical Assistant, Engagement, Quality, and Chat Support teams.
- Implemented RingCentral Contact Center with skill-based routing, IVR redesign, compliance (TCR/TCPA), and dispositions, enhancing patient access and reducing call abandonment rates.
- Built Power BI dashboards to monitor AHT, call volume, abandonment, queue activity, quality scores, and agent adherence.
- Designed 90-day training roadmap including ECW training, customer service, medical center processes, and soft skills development; created scorecards and SOPs for quality monitoring.
- Scaled department from 27 to 66 employees, developing new roles (Quality Analysts, Engagement Specialists, Chat Support) and promoting internal talent.
- Launched Call Center Olympics and XP Bonus/Level Up programs to drive engagement, quality, and adherence.
- Coordinated outreach campaigns for new members, pediatrics, and AAP adults, improving appointment booking rates and connect rates across Miami, Broward, and Central Florida regions.
- Partnered with leadership (VP, CIO, HR, Compliance) to align call center operations with organizational goals, while integrating vendors like HealthMark and Televox to support medical records and patient outreach.
- Consistently improved quality scores and patient experience metrics, reducing abandonment while increasing efficiency.
- Oversaw daily call center operations, ensuring efficient service delivery and optimal resource allocation.
- Developed and implemented training programs to enhance staff performance and customer satisfaction.
- Analyzed call center metrics to identify trends and improve operational processes for increased efficiency.
- Managed scheduling and staffing to meet fluctuating call volumes while maintaining service quality standards.
- Collaborated with cross-functional teams to streamline communication and resolve customer issues effectively.
- Established performance benchmarks and conducted regular evaluations to drive team accountability and growth.
- Led initiatives aimed at enhancing employee engagement, resulting in improved retention rates within the call center team.
- Spearheaded technology upgrades, optimizing systems for better reporting capabilities and user experience enhancements.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Developed process controls and metrics for daily management of call center.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Optimized workforce scheduling to ensure adequate coverage during peak hours, reducing wait times for customers.
Technical Service Engineer
Connex One
Miami, FL
2021 - 04.2023
- Delivered technical support and training to clients and internal staff, ensuring successful adoption of solutions.
- Collaborated with engineering and product teams to enhance service delivery.
- Provided documentation, troubleshooting, and project support for new product rollouts.
- Provided technical support for clients, troubleshooting issues effectively and efficiently.
- Collaborated with cross-functional teams to resolve customer concerns and enhance service delivery.
- Documented technical processes and created user manuals for client reference and training purposes.
- Conducted regular system audits to ensure compliance with industry standards and operational efficiency.
- Assisted in the implementation of software updates, ensuring minimal disruption to client services.
- Analyzed customer feedback to identify areas for improvement in technical service offerings.
- Trained new team members on company protocols and best practices for technical support roles.
- Developed solutions to streamline workflows, enhancing overall productivity within the service team.
- Enhanced system performance by troubleshooting and resolving technical issues promptly.
- Attended industry conferences and workshops to stay updated on new technologies, further enhancing expertise in the field.
Operations Manager / Account Manager
Alight Solutions
01.2011 - 01.2021
- Led call center operations and account management for 300+ agents.
- Implemented CRM protocols, project management frameworks, and workforce management systems.
- Developed training programs, managed client relationships, and improved productivity through business strategies and data analysis.
Education
Junior - Finance
College
06.2015
Skills
- Call Center Leadership & Workforce Management
- Healthcare Operations & Patient Experience
- IVR & Contact Center Technology (RingCentral, NICE CXone)
- Power BI & Data Analytics
- Training Development & Quality Assurance
- Employee Engagement & Incentive Programs
- Process Improvement & SOP Creation
- Strategic Planning & Cross-Functional Collaboration
- Coaching and mentoring
- Escalation handling
- Client relationship building
- Training management
- Policy enforcement
- Compliance management
- Report writing
- Workforce management
- Industry expertise
- CRM software proficiency
- Budgeting and finance
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Operations Manager / Account Manager
Alight Solutions
01.2011 - 01.2021
Call Center Operations Manager
Community Medical Group
2023 - 09.2025
Technical Service Engineer
Connex One
2021 - 04.2023
Junior - Finance
College