Yamilka Rosa

Design and produce Visual and UX creative work for web & mobile as well as print advertising. Worked in conjunction with the Marketing team and Product Team.

Overseeing capacity planning, short- term forecasting, scheduling, real time monitoring, and call routing. Effectively communicates with all levels of the organization regarding impacts to volume, staffing, service levels and productivity.

Responsible for establishing and managing processes associated with quality monitoring and measuring across the sales operations. Responsible for identifying, recommending and implementing quality improvement programs and practices with a focus on a great customer experience.

Providing support to customers requesting to cancel or downgrade their FreedomPop internet services and aiming to preserve their services.

Nurse Assistant Competency Evaluation Program (CEP) Department
Provided information on the Nurse Assistant Training (NAT) offered by the ARC and scheduled candidates to take the California Department of Public Health State Competency Evaluation to become a Certified Nurse Assistant (CNA).

Responsible for providing support to disconnected customers and aiming to reconnect their DirecTV service.

• Monitor and coach a team of overseas Quality Assurance auditors through remote calibration sessions and daily contacts.
• Analyze, track, monitor and report Quality Assurance & Customer Satisfaction progress and compliance within the center.
• Handle Client interactions with respect to Program’s Quality metrics.
• Worked with Net Promoter Scores (NPS) customer loyalty metrics.

Assisted in the Launch of a new center location in Bogota, Colombia as the Launch Quality Manager; in charge of launching the Quality Assurance/Customer Service Department and transitioning of Quality Assurance roles within the telecommunications line of business.
• Bring the overseas Quality Assurance Team to perform at internal and client required standards.
• Point of contact between the internal and client’s Quality Assurance operations.
• Worked with Net Promoter Score (NPS) customer loyalty metrics.
• Assisted all areas of operations (Recruiting, Facilities, Training, Quality and Operations departments).

Responsible for launching the Quality Assurance/Customer Service Department and Roles Transitioning of a Telecommunications Client Operations in Barranquilla, Colombia.
• Bring the local Quality Assurance/Customer Service Team to perform at client’s required standards.
• Transition of client’s required Customer Satisfaction SME role in charge of analyzing customer satisfaction surveys results data, identifying areas of opportunities and implement process improvement initiatives.
• Point of contact between the internal and client’s Quality Assurance & Customer Satisfaction operations.
• Worked with Customer Satisfaction (CSAT) customer loyalty metrics.
• Worked with hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
• Assisted all areas of operations (Recruiting, Facilities, Training, Quality and Operations departments).

Succeeded in leadership role as a senior consultant; assisted managing of a team of 20+ local and work-at-home content screeners for Spanish and American classifieds websites of a multinational internet consumer-to- consumer corporation. Responsibilities included:
• Providing additional support to the team manager.
• Subject matter expert.
• Troubleshooting and escalating any costumer impacting or technical issues.
• Tactical management of schedules compliance as well as real time monitoring.
• Data mining and production of performance reports. Analyzing the data to identify areas of opportunities and provide input and recommendations to improve performance.
• Training and coaching of CSRs, as well as assisting to maintain and improve employee engagement.
• Assist in Implementation of work-at-home program.

• Screening of Spanish classifieds website content of an American multinational internet consumer-to- consumer corporation.
• Troubleshooting and escalating any costumer impacting or technical issues.