Ibena Rupert
Alorica
Brooklyn,NY
16
years of professional experience
Accomplished Customer Experience Manager with over 25 years of progressive leadership in customer service, business operations, and contact center environments. Proven track record in managing high-performing teams in both on-site and remote settings, with the last seven years focused on virtual workforce leadership, operational excellence, and optimizing customer experiences. Expertise encompasses driving performance improvements through KPI management, workforce optimization, quality assurance, compliance adherence, and employee development. Recognized for exceeding business and client expectations through strategic coaching, process enhancements, and data-driven decision-making while fostering engaged teams that deliver measurable improvements in customer satisfaction, productivity, and operational outcomes.
Work History
Operations Team Manager – Customer Experience
8 Years 1 Month- Led and developed a high-performing onsite and remote customer experience team of 21+ associates within a fast-paced, regulated contact center environment.
- Supervised and improved key metrics including CSAT, DSAT, AHT, QA scores, and SLA compliance, enhancing operational performance through effective use of CRM platforms and performance management software.
- Leveraged Cresta AI real-time coaching to streamline troubleshooting, decreasing Average Handle Time (AHT) by 20% while maintaining a 98% CSAT score.
- Designed and implemented virtual coaching strategies that increased employee productivity, engagement, and overall team performance through 1:1 coaching, group discussions and skill development.
- Supported workforce planning efforts by monitoring staffing needs, schedule adherence, and productivity trends.
- Developed workflows to streamline operations, reducing response times and improving customer satisfaction scores.
- Mentored team leaders, fostering a culture of continuous learning and professional development.
- Enhanced employee satisfaction by implementing regular performance reviews, providing constructive feedback, and developing personal growth plans.
- Managed client relationships by ensuring timely issue resolution, providing proactive project updates, and maintaining attentive account management.
- Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
Operations Manager
1 Year 10 Months- Managed daily business operations and administrative functions, created operational records (internal customer profile and vendor database), and analyzed them to assess profitability.
- Oversaw employee relations, including recruiting, interviewing, onboarding, payroll administration through ADP, and maintaining employee documentation to ensure compliance and efficiency.
- Developed employee workshops and training initiatives focused on professional growth, productivity, and operational consistency.
- Established business partnerships with stakeholders within and outside of the automotive sector to drive growth of the business unit.
- Formed business partnerships with relationships with others within and outside of the Automotive businesses locally and to aid in growth of the the business unit.
Validation Specialist
2 Years 11 Months- Reviewed and validated customer information while ensuring compliance with company policies, procedures, and regulatory requirements.
- Executed special projects such as (CAG) Customer Advocacy Group implementation testing and supported training modules, (SOP) standard operating procedures, and scripts.
- Created documentation outlining policy and procedure changes affecting Great HealthWorks and Great VirtualWorks commissions and customer retention metrics.
- Reviewed and advised on policies and procedures to support continuous monitoring and evaluation for managers, supervisors, team leaders, and personal assistants regarding business policies, rules, and regulations.
Interactive Care Unit Supervisor
2 Years 1 Month- Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week while consistently meeting performance benchmarks in all areas (speed, accuracy, volume).
- Served as lead mentor for new representatives on challenging calls, providing guidance and support to enhance team readiness.
- Championed process improvements by identifying inefficiencies, proposing actionable solutions, and leading successful change initiatives.
- Developed training modules for new agents on policies and procedures, improving customer retention through effective onboarding.
- Processed Western Union, PayPal, money orders and personal check payments for domestic and international customers.
Skills
Customer Experience Strategy
Contact center management
KPI Management & Performance Optimization
Quality Assurance & Compliance Monitoring (NICE
Verint and Call Miner)
Performance Reporting & Data Analysis
Data Analysis & Trend Reporting
AI & Automation Tools (Cresta)
Process Improvement & Workflow Optimization
Remote & On-Site Team Leadership
Employee Coaching & Development
Training & Onboarding
Remote workforce management
Client Relationship Management
Regulatory compliance
Contact Center Platforms (Performance Hub)
CRM Systems (Salesforce
Zendesk
Microsoft Dynamics 365
ServiceNow and Confluence)
Workforce Management Tools (CMS)
Performance Dashboards & Reporting Tools
Root Cause Analysis
ADDITIONAL EXPERIENCE
Customer Service Leadership & Operations Experience through 2000 – 2026 making 25+ years of experience supporting customers, leading teams, resolving complex issues, and improving service operations across various industries international and domestic.
LEADERSHIP HIGHLIGHTS
Managed remote teams while maintaining engagement, accountability, and performance standards Improved customer satisfaction through coaching, analytics, and operational strategy Reduced inefficiencies through process improvement and workflow optimization Developed employees through structured coaching and performance management Supported compliance-driven environments requiring accuracy, confidentiality, and regulatory awareness.
Timeline
Operations Team Manager – Customer Experience
Alorica
05.2018 - 06.2026Read More
Operations Manager
King Stouch Auto Collision Repair
06.2016 - 04.2018Read More
Validation Specialist
Great HealthWorks
11.2012 - 10.2015Read More
Interactive Care Unit Supervisor
Health Formula
07.2010 - 08.2012Read More