Summary
Work History
Education
Skills
Websites
Educationexperience
Affiliations
Technicalproficiencies
Contactoverview - Linkedin
Languages
Timeline
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Rick Echevarria

Rick Echevarria

Contact Center
Orlando,Florida

Summary

A seasoned professional with a robust background in leadership, community advocacy, and call center operations, possessing over two decades of experience in managing diverse teams, enhancing program compliance, and providing empathetic support to at-risk populations. Career roles include Executive Director, Call Center Agent, and Research Associate, showcasing versatility and dedication to service.

Leadership in community-focused roles has involved effective supervision of teams, management of complex projects, and building trust with diverse patient populations. Experience in healthcare coordination includes facilitating patient care connections and program enrollments with compassion. In medical market research, exceptional communication skills have been demonstrated through conducting detailed surveys with healthcare professionals nationwide. Fluency in Spanish and Portuguese enables deep connections with diverse communities, ensuring effective patient support and communication at all levels.

Work History

Care Coordinator (Remote)

Empassion Health
01.2024 - Current
  • Managed 150 outbound and inbound calls daily, demonstrating strong bilingual communication skills and efficiency in patient outreach
  • Achieved 30% engagement rate through effective communication and rapport-building techniques, resulting in meaningful patient interactions
  • Converted engaged patients into over 500 referrals, connecting them with palliative care providers
  • Utilized detailed tracking and documentation methods to monitor patient progress and referral outcomes, ensuring accurate reporting and follow-up for continuity of care

Bilingual Call Center Agent (Remote)

Rhodie Island Coalition for the Homeless
01.2023 - 12.2023
  • Handled 120 inbound calls per day in English, Spanish, and Portuguese, facilitating communication with at-risk populations
  • Achieved over 2000 secured shelter placements for homeless individuals through effective referral coordination and compassionate client support
  • Utilized comprehensive knowledge of community resources to provide accurate and timely referrals with a 70% placement success rate
  • Documented and tracked outcomes for over 5000 client interactions, facilitating data-driven decision-making and program improvement for better service delivery and reporting accuracy

Market Research Interviewer (Remote)

Science and Medicine Group
03.2022 - 12.2022
  • Averaged 80 daily outbound calls nationwide to medical professionals on behalf of a leading research and advisory firm in life sciences, analytical instruments, diagnostics, healthcare, radiology, and dental industries
  • Demonstrated exceptional telephone techniques to persuade medical professionals to participate in market research surveys evaluating laboratory equipment
  • Maintained survey participation rates of 50%, ensuring high-quality data collection for strategic industry analysis
  • Achieved survey completion rate of 70%, contributing to comprehensive insights for informed decision-making in healthcare technology
  • Recorded outcomes for over 1000 telephone attempts, providing valuable data for industry-leading research and advisory efforts

Benefits Enrollment Specialist (Remote)

Maryland Dept. of Labor
10.2021 - 03.2022
  • Handled an average of 60 inbound calls in a high-pressure environment at a call center during the peak of the pandemic, providing crucial assistance to applicants seeking pandemic unemployment benefits while effectively communicating eligibility criteria to applicants in English and Spanish
  • Conducted thorough fraud detection procedures by verifying identification and financial employment documents, ensuring compliance with eligibility requirements and safeguarding against fraudulent claims
  • Assisted over 500 applicants in successfully obtaining pandemic unemployment benefits, demonstrating efficiency and accuracy under pressure
  • Supported applicants with empathy and professionalism, offering clear guidance and resolving inquiries promptly, thereby alleviating stress and uncertainty during a challenging economic period
  • Achieved a satisfaction rating of 90% from applicants, reflecting exceptional customer service and communication skills in a crisis context.

ESL Instructor (Remote)

VIPKID, ITutor, and CAMBLY
01.2016 - 01.2020
  • Extensive remote teaching experience, delivering English language learning classes to ESL students worldwide, including both children and adults, using various technology platforms and personal equipment
  • Successfully managed a diverse portfolio of up to 150 students from different regions, providing high-quality educational content and personalized instruction to meet individual learning needs
  • Collaborated with multiple global ESL education companies, demonstrating a strong ability to interact and engage with students and colleagues from various cultural backgrounds in a virtual environment.

Director of TIL Program

NYC Department of Housing (HPD)
01.2015 - 01.2016
  • Supervised a large team of 42 full-time staff, including 2 Deputy Directors and 2 Supervisors, to effectively manage NYC's oldest affordable housing program, ensuring smooth operations and high performance
  • Successfully increased tenant association compliance with program participation from 6% to 75% within one year, demonstrating strong leadership and program management skills
  • Oversaw the day-to-day property management of 162 multifamily properties, encompassing 3000 units of affordable housing, including authorizing tenancies, filling vacancies, and executing essential building maintenance projects
  • Leveraged extensive experience in city government to navigate and implement policies within the NYC Department of Housing (HPD), contributing to the city's affordable housing initiatives.

Executive Director

CHANGER, Inc.
01.2007 - 01.2015
  • Gained early managerial experience as Executive Director, overseeing foreclosure prevention services for 2,500 at-risk minority homeowners during the 2008 financial crisis, ensuring effective support and intervention
  • Developed and implemented comprehensive outreach campaigns and educational workshops, serving over 10,000 NYC homeowners, directly addressing their needs and preventing foreclosure
  • Supervised a dedicated team of 7 full-time staff members and fostered strong relationships with community leaders and various organizations to expand the reach and impact of foreclosure prevention services and homeowner education programs
  • Progressed from Associate Director to Executive Director, demonstrating strong leadership and growth within the organization.

Associate Director

Bushwick Housing Independence Project
01.2003 - 01.2007
  • Demonstrated early leadership skills by managing eviction prevention services for over 1,500 at-risk, low-income families, ensuring housing stability and support
  • Facilitated over 100 eviction prevention workshops, reaching 2,500 low-income tenants across 300 multi-family properties, effectively reducing the risk of homelessness
  • Founded the Bushwick Cooperatives Association, successfully transitioning 125 families in 18 multi-family buildings from tenants to low-income cooperative homeowners, promoting affordable housing and community empowerment.

Research Associate

Brennan Center for Justice at NYU Law School, New York
01.2002 - 01.2003
  • Conducted over 300 field interviews with immigrant workers displaced by 9/11, gathering qualitative data for a published study
  • Established connections with job centers and community organizations to access and survey unemployed immigrant workers.

Research Associate

Open Society Institute, New York, N.Y.
01.2001 - 01.2002
  • Conducted 40+ telephone interviews with leaders of community-based organizations nationwide, analyzing minority leadership roles
  • Developed a survey instrument and criteria for assessing minority leadership rates and created a national database of 200+ minority-led organizations.

Telephone Research Interviewer (Bilingual)

Marist Poll & Roper Poll, New York, NY
01.1988 - 01.2001
  • Conducted public opinion polls in English and Spanish, using CATI to record responses accurately
  • Explained poll purposes, followed data collection procedures, and documented outcomes while maintaining professional and unbiased interviewing standards.

Research Assistant

Robert Dannin PhD. - Ohio Charter Schools Study
01.2003
  • Conducted field interviews with charter school leaders across Ohio, analyzing leadership patterns and identifying root causes of school failures
  • Presented preliminary findings to the Russell Sage Foundation.

Education

Bachelor of Arts - Metropolitan Studies

New York University
New York, NY
05.2001

Skills

  • Call Center Operations
  • Customer Service
  • Team Leadership
  • Performance Metrics
  • Remote Work
  • Bilingual Communication
  • Training and Development
  • Workforce Optimization
  • Client Relations
  • Empathy
  • Cultural Sensitivity
  • Progress Monitoring
  • Multidisciplinary team collaboration
  • Monitoring tools
  • Care Planning
  • Medical terminology understanding
  • Case Management
  • Quality Assurance
  • Program Oversight
  • Organizational Skills
  • Policy Adherence
  • Process Improvements
  • Patient Education

Educationexperience

  • Columbia University, Coursework towards Executive Master of Public Administration, 2014
  • New York University, Wagner School of Public Service, Coursework towards Master of Public Administration 2001-2003
  • New York University, Bachelor of Arts, 2001, Metropolitan/Urban Studies

Affiliations

  • Board Member, Community Advisory Board, Woodhull Hospital, Brooklyn, N.Y. 2014 to 2019
  • Member Public Health Association of New York City
  • Member Association of Fundraising Professionals
  • Member of Supervisory Audit Committee, Brooklyn COOPERATIVE Federal Credit Union - Brooklyn, N.Y. 2004-2006
  • Board Member, Coalition for Debtor Education at Fordham University Law School - New York, N.Y. 2009-2011
  • Board Member, Harlem Operation Take-Back - New York, N.Y. 2004-2007

Technicalproficiencies

Microsoft Teams, Slack, Zoom, Asana, Google Workspace (formerly G Suite): including Gmail, Google Drive, Docs, Sheets, and more., Microsoft Office 365: Cloud-based suite of productivity apps including Outlook, OneDrive, Word, Excel, and PowerPoint., Amazon Web Services (AWS), SNOW/ServiceNOW, Zendesk, Genesys Cloud, Cisco Unified Contact Center, Five9, Dialpad Contact Center, RingCentral Contact Center, AIRCALL

Contactoverview - Linkedin

Rick Echevarría | LinkedIn

Languages

Spanish
Native or Bilingual
Portuguese
Professional Working

Timeline

Care Coordinator (Remote)

Empassion Health
01.2024 - Current

Bilingual Call Center Agent (Remote)

Rhodie Island Coalition for the Homeless
01.2023 - 12.2023

Market Research Interviewer (Remote)

Science and Medicine Group
03.2022 - 12.2022

Benefits Enrollment Specialist (Remote)

Maryland Dept. of Labor
10.2021 - 03.2022

ESL Instructor (Remote)

VIPKID, ITutor, and CAMBLY
01.2016 - 01.2020

Director of TIL Program

NYC Department of Housing (HPD)
01.2015 - 01.2016

Executive Director

CHANGER, Inc.
01.2007 - 01.2015

Associate Director

Bushwick Housing Independence Project
01.2003 - 01.2007

Research Assistant

Robert Dannin PhD. - Ohio Charter Schools Study
01.2003

Research Associate

Brennan Center for Justice at NYU Law School, New York
01.2002 - 01.2003

Research Associate

Open Society Institute, New York, N.Y.
01.2001 - 01.2002

Telephone Research Interviewer (Bilingual)

Marist Poll & Roper Poll, New York, NY
01.1988 - 01.2001

Bachelor of Arts - Metropolitan Studies

New York University

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