Summary
Overview
Work History
Education
Websites
Highlightedskills
Timeline
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Carlota Aragon

Charlotte

Summary

Experienced with managing center operations and ensuring efficient workflow. Utilizes strategic planning and team leadership to optimize performance and service quality. Track record of enhancing customer satisfaction and operational efficiency through problem-solving and process improvements.

Overview

11
11
years of professional experience

Work History

Operations Scheduling Center Manager

Aspen Dental Management, Inc.
06.2022 - Current
  • Present, maintains and improves the scheduling center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis
  • Accomplish Scheduling Center human resource objectives by recruiting, selecting, orienting, coaching, and counseling employees
  • Meets Scheduling Center financial and performance objectives by estimating requirements, analyzing variances, and initiating corrective actions
  • Prepares Scheduling Center performance reports by collecting, analyzing, and summarizing data and trends
  • Accomplish organization goals by accepting new and different requests, exploring opportunities to add value to job
  • Improve employee engagement and proactively identify opportunities to enhance employee experience
  • Support communication and modeling of mission, vision, values, and words to live by
  • Responsible for creating reports, diagnosing analytics, and providing data-driven insights to support marketing and sales programs
  • IT Support with Avaya soft phone launch
  • Implemented several successful launches with increased productivity
  • Continually using innovation to show performance improvements within the call center
  • Help identify opportunities to maximize productivity, revenue, and gross profit Workforce Management Schedules, Forecasting, Call Volume, Call Metrics

Outbound Sales Operations Manager

Centerfield
02.2021 - 05.2022
  • Rectify operational inconsistencies, bottlenecks, or barriers inhibiting sales performance
  • Create opportunities to improve customer close rate and products per sale
  • Actions to improve post-sale yield and customer LTV
  • Search for effective means of compensation and incentives for leaders and sales team members to drive optimal behavior
  • Multi-tasking intensive role: responsible for working on several concurrent tasks with short completion cycles
  • Liaise with support teams to ensure information is channeled to the appropriate stakeholders
  • Provide ad hoc support to sales leadership as it pertains to policy development, data/gap/trending analysis, etc
  • Interface directly with partners, clients, and vendors to collect data, improve systems, etc
  • Responsible for creating reports, diagnosing analytics and providing data-driven insights to support marketing and sales programs
  • Help identify opportunities to maximize productivity, revenue, and gross profit
  • Display excellent business acumen, communication skills and the ability to work with business leaders to deep-dive analytical problems and develop data-driven solutions
  • Effectively managed overseas contact centers Channel Sales with 3rd party partners, agents, and leadership

Commercial Contact Manager

Frontier Communications
10.2013 - 01.2021
  • Retention Renewal Manager (Multi Locations) Commercial Inbound/Outbound (Dialer) Work at Home and On-Site Agent in areas of Sales, Customer Service, Retention Renewal Revenue: Call Center Focused on Telephony, Broadband DSL, and Fiber Networks
  • I would Recruit, hire with continual training, coaching and observation of calls for improvement
  • Adhere compliance with the FCC, State and Local tariffs and laws
  • Use of telephony applications, Avaya, SAP, CRM, Budget, Territory, HP thin clients and web-based software
  • Chat, Mobile and Online applications Achieve/Exceed monthly sales targets and goals
  • Marketing and Sales interaction, Union experience
  • Workforce, Aspect, WFO, RTA and CIAO
  • I was a Customer Service Ambassador for the Customer Experience (NPS, Issue Resolutions, Satisfaction Scores) Channel Sales with 3rd party vendor, agents, and leadership

Education

BA - ACCOUNTING, Banking and Finance

Buena Vista University

Highlightedskills

  • AS/400
  • DPI
  • GUI
  • JIRA
  • V-Net
  • Salesforce
  • Proficient in Microsoft Office and Google
  • Five9
  • Avaya
  • Avaya Proactive Contact (Dialer)
  • Medallia
  • NPS
  • IR%
  • CSAT
  • VOC
  • Bold Chat
  • Slack
  • Teams
  • Zoom
  • WFO
  • WFM
  • AQM
  • AHT
  • SL Compliance
  • Accounting
  • Payroll and HR experience
  • BPO
  • Vendor and 3rd Party Management
  • Customer-Facing experience
  • Project Management
  • Operations
  • Terminal
  • Sales and Leadership management
  • Union
  • Employee Management Experience
  • CMS/Pipkins
  • CPNI/HIPAA/Compliance
  • NICE
  • Genesys
  • HubSpot
  • Tableau
  • Citrix
  • Zendesk

Timeline

Operations Scheduling Center Manager

Aspen Dental Management, Inc.
06.2022 - Current

Outbound Sales Operations Manager

Centerfield
02.2021 - 05.2022

Commercial Contact Manager

Frontier Communications
10.2013 - 01.2021

BA - ACCOUNTING, Banking and Finance

Buena Vista University

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Carlota Aragon