Jorge Perez
Boynton Beach,FL
Summary
Versatile Senior Manager specializing in Customer Service and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
8
8
years of professional experience
Work History
Senior Manager - Customer Service
NYU LANGONE HEALTH
07.2020 - Current
- Manage a team of 100+ CSRs in accordance with quality standards and operational expectations
- Collaborate with all departments, including off-shore partners, to provide a positive patient experience by overseeing policies and procedures that align with compliance standards
- Complete comprehensive analysis to senior leadership on escalations, while upholding and developing procedures to mitigate future complaints
- Compile, and present, reporting on key metrics and performance, including ad-hoc requests from leadership
- Partner with training to support development of training materials, resources, and schedule for staff
- Increased QA scores across department by effectively collaborating with operational and QA leadership.
- Provided strong leadership to enhance team productivity and morale.
Quality Assurance Data Analyst
Great HealthWorks
10.2019 - 03.2020
- Generate 15+ reports summarizing data from Quality Assurance and Operations
- Refined reporting turnaround rate by 5 hours by optimizing data collection, preparation, and analysis
- Synthesize, and trend, data to support recommendations for action across all lines of business
- Calibrate with vendor Operations and Quality Assurance on Customer Service expectations; raised program average QA score by 15%
- Establish goals, objectives, and procedures for a department or individual representative.
Data Analyst
Inktel Contact Center Solutions
08.2016 - 10.2019
- Produced 25+ reports to improve service, exceed goals, and develop representatives
- Collaborate with leadership to solve problems and to clarify objectives
- Increased customer satisfaction by 60% analyzing quality surveys over 50 focus groups
- Prioritize, monitor, validate, and input 4 monthly incentive campaigns across programs
- Amplified website traffic by 25% presenting on evolving consumer habits.
Supervisor of Operations
Inktel Contact Center Solutions
08.2016 - 10.2019
- Direct management over 7 cross functional departments while supervising 50+ CSRs per shift
- Oversaw interview process based on business needs; trained over 10 classes with all class members in top 25% of program staff
- Increased performance, and engagement, by 40% by introducing daily, weekly, and monthly initiatives
- Maximized KPI achievement by 65% by improving coaching process, discussing performance, and creating efficiencies
- Launched, and evaluated, staff training and development programs, customer service initiatives, and performance measurement criteria.
Education
M.B.A. Data Analytics -
Florida International University
B.A. Psychology -
Florida International University
Skills
- Strategic Planning
- Cross-Functional Collaboration
- Operations Management
- Cross-functional Team Coordination
Timeline
Senior Manager - Customer Service
NYU LANGONE HEALTH
07.2020 - Current
Quality Assurance Data Analyst
Great HealthWorks
10.2019 - 03.2020
Data Analyst
Inktel Contact Center Solutions
08.2016 - 10.2019
Supervisor of Operations
Inktel Contact Center Solutions
08.2016 - 10.2019
M.B.A. Data Analytics -
Florida International University
B.A. Psychology -
Florida International University