RODRIGO CAICEDO-ARISTIZABAL
Roselle,NJ
Summary
Seasoned customer care professional committed to developing leaders that produce an outstanding brand experience.
I am a known for high productivity and efficient task completion. Specialize in operational strategy, team leadership, and financial oversight. Excel in communication, problem-solving, and adaptability, ensuring effective team collaboration and project success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
DIRECTOR, PATIENT SERVICES
New York Hotel Trades Council
10.2023 - Current
- Managed a team of 23 clerks and two team leads
- Responsible for coordinating external medical referrals for patients requiring additional specialized medical services
- Coordinated the scheduling of over 4,000 referrals a month
- Responsible for the accurate processing of approving and issuing the authorizations for all referrals scheduled for easy billing
- Developed quality processes to ensure the accurate processing of these external referrals to ensure accurate billing
- Established QA process to ensure phone protocols were followed.
Call Center Manager
CALLEN-LORDE: Community Health Services
New York City, NY
04.2022 - 10.2023
- Reduced average handle-times from 20 minutes to 5 minutes
- Reduced patient hold times by creating efficiencies using MyChart messaging and implementing call backs
- Created workflows that allow for more efficient call resolution by engaging various team chats and creating selective chat groups that could support when needed
- Created and rolled out Key Performance Indicators (KPI) for agents to increase accountability and faster service delivery
- Metrics were based on quantitative and qualitative KPIs
- Identified performance gaps that were increasing call volume by 200%
- Identified patients who were calling 30 to 100 times in a month to get their issue resolved
- Created patient profiles to understand how best Improvements were made in a span of six months
- Today call volume is holding within goals where 70% of patients only call once or twice to get issue resolved.
Sales Manager
UP CASA
Englewood Cliffs, NJ
01.2021 - 09.2021
- Met or exceeded a defined sales plan, forecast sales performance accurately
- Made daily outbound telephone calls and communicated via email to all organizational levels and functional areas in accounts where purchasing decisions are made
- Capitalized on training opportunities to develop in depth knowledge of service and support offerings to proactively uncover new opportunities within assigned accounts to generate revenue growth
- Developed and trained a customer care organization that works across functional teams to achieve organizational objectives, manage sales territory activities, and communicate efforts clearly within other levels of the organization
- Communicated key competitive activities, market trends, and changing customer directions to the organization.
Sales and Operations Director
Monarch Industries, Gina Marie Doors
Linden, NJ
06.2019 - 12.2020
- Developed project plans and managed commercial client accounts Valued Up to $3M
- Procured and negotiated all project assets
- Counseled CEO and senior leadership on pipeline expansion and cashflow management
- Instituted collection processes that captured over $100K in client arrears in 2 months
- Delivered digital transformation and converted terrestrial operations and analog systems, increasing efficiencies by 600%.
Global Senior Engagement & Growth Implementation Manager
Groupon Incorporated
City, State
03.2018 - 02.2019
- Directed launch of growth and innovation initiatives for United States and Canadian markets impacting $41M
- Identified and corrected SQL and MQL challenges; used Salesforce and worked with national customer care sites to develop culturally relevant action plans to ensure maxim conversions and delivery
- Launched and implemented upsell programs with over 2000 customer care agents globally
- Identified root causes and corrected all performance gaps in the customer care group
- Conducted train-the-trainer sessions for supervisors and managers.
Strategy and Implementation Manager
AT&T Incorporated
Paramus, NJ
08.2014 - 03.2018
- Designed and launched the operational training of over 4,000 sales agents across vendor partners in preparation for the DirectTV/AT&T merger of 2015
- Developed training and scripting for agent cross selling of broadband and mobility products
- Directed, implemented and delivered sales center strategy for sales associates increasing video, broadband, and wireless sales across 5 partners in over 20 locations, domestically, nearshore and offshore vendors
- Oversaw and scaled migration planning and execution of a new AT&T systems platform from DirectTV Sales CRM
- Led change management and facilitated transition from DIRECTV to AT&T in the areas of culture, policy, communications, and process
- Supported our Strategic Partner Managers in delivering sales against forecast and quarterly goals.
Vendor Manager – Customer Care
Vonage America Incorporated
Town, NJ
06.2006 - 08.2014
- Led, mentored, and managed a team of 300 sales agents in the Philippines
- Launched new vendor sites in Mexico to handle customer care and retention calls for Spanish speaking customers
- Increased company revenue by increasing customer loyalty by 30%
- Drove workforce efficiency - implemented productivity standards and Key Performance Indicators (KPIs) decreasing average hold times (AHT) by 300 seconds
- Lowered annual lost from unpaid business by enforcing consumer credit guidelines and improvement in compliance
- Provided financial cost savings and consolidated vendor sites while improving profit margins and productivity metrics by 35%
- Launched and implemented a customer retention campaign for Vonage UK
- Designed an agent compensation incentive plan based on 90-day net consumer save rates
- Managed and developed Welcome Call outbound program assuring service activation and upsell revenue
- Conducted weekly calibration sessions to identify and report sales gaps leading to process improvements
- Circle of Excellence Award winner, 2009, 2011, 2013.
Education
Bachelor of Arts (BA) - Studio Arts/Art History
Hunter College, CUNY
New York, NYMaster of Business Administration (MBA) - Business Administration And Management
DeVry School of Business
Newark, NJSkills
- Mentorship
- Customer Care
- Global Call Center Operations
- Leadership
- People Management
- Creativity and Innovation
- Performance Coaching
- Customer Relationship Management
- Intercultural Diversity
- Procurement
- Epic
- Salesforce
- WebEx Meeting
- Zoom Meetings
- Microsoft 365 Suite
- NextGen
- Microsoft Teams
- Staff Development
Certification
- Landmark Education | Self Expression and Leadership (SELP) Program Leader
- Living Beyond Believe (LBB): Outreach Coordinator
- God’s Love We Deliver, Kitchen Assistant
- GLAAD, Project Assistant
References
References available upon request.
Timeline
DIRECTOR, PATIENT SERVICES
New York Hotel Trades Council
10.2023 - Current
Call Center Manager
CALLEN-LORDE: Community Health Services
04.2022 - 10.2023
Sales Manager
UP CASA
01.2021 - 09.2021
Sales and Operations Director
Monarch Industries, Gina Marie Doors
06.2019 - 12.2020
Global Senior Engagement & Growth Implementation Manager
Groupon Incorporated
03.2018 - 02.2019
Strategy and Implementation Manager
AT&T Incorporated
08.2014 - 03.2018
Vendor Manager – Customer Care
Vonage America Incorporated
06.2006 - 08.2014
Bachelor of Arts (BA) - Studio Arts/Art History
Hunter College, CUNY
Master of Business Administration (MBA) - Business Administration And Management
DeVry School of Business
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