Rosa (Rosie) Aguirre

• Monitored customer feedback to identify opportunities for improvement.
• Collaborated with cross-functional teams to develop innovative solutions to common problems.
• Implemented process improvements based on data analysis findings.
• Spearheaded the development of an internal quality scorecard to elevate performance evaluation standards and drive a culture of continuous improvement.
• Successfully resolved complex programming issues at the program's inception, leading to the implementation of automated delivery within RingCentral, enhancing operational efficiency.
• Crafted and implemented a comprehensive support content skills workbook to empower team members with the knowledge and tools necessary to excel in their roles.
• Orchestrated and conducted training sessions for new hires, meticulously ensuring a seamless and effective onboarding process.
• Conducted meticulous call evaluations for a team exceeding 50 service members, delivering invaluable feedback and actionable insights to drive performance enhancement.
• Collaborated closely with leadership to optimize the evaluation process and training initiatives, introducing innovative ideas and solutions to elevate team performance.
• Delivered personalized developmental coaching to team members, emphasizing the delivery of an exceptional client experience and fostering individual and team growth.
• Exemplified leadership as a practicing supervisor, providing unwavering support and guidance to team members to ensure their success and drive productivity.
• Proactively trained the QA team on a reporting tool, enhancing their proficiency and efficiency in performance evaluation.
• Provided detailed QA metric reporting to the manager, enabling data-driven decision-making and strategic planning.

- Proactive team member with a self-driven approach, excelling in communication skills and becoming a top earner of Chargeback Wins.

- Provided exceptional client experience by effectively managing escalated cases from creation to resolution, ensuring client satisfaction.

- Successfully managed and restored client relationships with escalated customers, demonstrating strong problem-solving skills.

- Implemented proactive case support strategies and developed Standard Operating Procedures (SOP) that resulted in increased chargeback wins and improved client satisfaction.

- Assisted customers with product selection, order placement, and billing inquiries, delivering high-quality service.

- Resolved escalated customer complaints promptly and efficiently, maintaining a high level of customer satisfaction.

- Collaborated with cross-functional teams to develop innovative solutions and address common challenges.

- Served as an escalation point for complex issues, leveraging additional resources and expertise to achieve resolutions.

- Cultivated lasting relationships with customers to support sales, service, and operational objectives.

- Directed a team of 15-25 Appointment Setting Team Members, overseeing day-to-day department operations and managing administrative tasks including recruitment, onboarding, training, coaching, and development.

• Developed and implemented sales strategies to increase customer base.
• Planned and coordinated staff training sessions for new and existing employees.
• Conducted weekly performance reviews with the sales team to ensure goals were being met.
• Monitored daily operations of sales team, including customer service, product knowledge, marketing initiatives.

- Designed and implemented scorecard metrics to enhance team performance, resulting in high team member scores in surveys and conversion rates.

- Successfully led the transformation of a struggling team, increasing weekly appointments from 1000 to 3600.

- Maintained an exceptional 83% monthly conversion rate while achieving a low team member turnover rate.

• Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
• Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
• Developed strategies for increasing store profitability by analyzing financial data and implementing cost-saving measures.
• Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
• Maintained accurate records of all transactions, stock levels and employee performance metrics.
• Developed an effective system for tracking inventory levels, ensuring stock is available when needed.
• Oversaw daily cash handling procedures, reconciling discrepancies as necessary.

Key holder after hours store security contact

• Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
• Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
• Developed strategies for increasing store profitability by analyzing financial data and implementing cost-saving measures.
• Maintained accurate records of all transactions, stock levels and employee performance metrics.
• Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
• Ensured compliance with all safety regulations throughout the store premises.
• Created promotional campaigns to increase brand awareness and attract new customers.
• Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
• Oversaw daily cash handling procedures, reconciling discrepancies as necessary.