Pamela Anglada

• Implemented a revised team framework, leading to a 20%
  reduction in employee turnover over 12 months, enhancing
  team productivity and morale in 2024.
• Enhanced operational output by 17% by executing contact
  volume prioritization strategy, resulting in verified annualized
  savings of $258,995 within Quarter 1 2023.
• Delivered a measurable 26% increase in team performance;
  spearheading cross-functional improvement initiatives
  leading to streamlined operations across the organization in
  2022.
• Identified and resolved workflow issues through cross-functional collaboration and open communication, leading
  to a 16% reduction in operational costs within 60 days.

• Developed relevant training/onboarding and guidelines led
  to 43% of associates moving to elevated roles, contributing to
  business expansion within 18 weeks 2021.
• Launched and steered 8-week pilot to specialize/de-specialize business,
  resulting in a 3000bps gain in operational efficiency and customer satisfaction in 2020.
• Led cross-functional collaboration to improve transfer
  processes, resulting in a 19% decrease in transfer errors within
  12 weeks, boosting operational efficiency in 2017.
• Increased team productivity by implementing streamlined processes and effective communication strategies.

• Led 25 internal fraud investigations recovering essential
  digital evidence for financial recovery/legal resolution
  reducing financial losses in 2015.
• Analyzed customer feedback identifying pain points resulting
  in implementation of solutions that improved overall
  customer experience and increased customer retention by
  over 8%

Trained and supported 50+ associates, leading to a 7%
decrease in operational delays and a significant
improvement in customer satisfaction.

Awarded Top level Customer service associate based on
performance for 12 consecutive months.