Rónald Gallegos-Groppe
Harrisburg,PA
Summary
Experienced Director of Operations proficient in managing Contact Center operations with exceptional team supervision, project coordination and analytical problem-solving skills. Optimizes resource use to achieve challenging targets. Diplomatic in resolving disputes and coordinating diverse teams.
Overview
31
31
years of professional experience
Work History
Director of Operations
Clark Resources
09.2021 - Current
- Provide strong, dynamic leadership that mentors develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients
- Responsible for the development and administration of the annual department budget to attain business goals with operational stability
- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
- Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
- Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction
- Manage and expand client and coworker relationships
- Find and close new revenue opportunities within the existing client base
- Ensure compliance with regulatory agency guidelines and standards
- Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
- Exceptional ability to develop and manage results-oriented recruiting and training programs
- Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
- Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations
- Strong negotiation, interpersonal, written, and oral communication skills - including statistical report writing
- Oversaw day-to-day production activities according to business objectives.
Professional Development Manager
Clark Resources
03.2021 - 09.2021
- Design and implement appropriate local education, training and organization development strategies to support the respective organizations' business strategies
- Conducts comprehensive management, staff training and development needs assessment; ensures input from all levels of the organization and includes national and international offices
- Designs, implements and delivers comprehensive, effective training curriculum and associated development programs based upon needs assessment results; ensures that learning solutions comply with established policies, procedures, and objectives
- Oversees the coordination of multiple, simultaneous training sessions and activities including scheduling, space, agendas, piloting, marketing, coordination, implementation, facilitation, equipment needs, e-learning technology, program-related materials, evaluation and other items
- Ensures that program offerings, materials, brochures, infoNet site and other training-related communications are consistent with DHS's standards of excellence
- Develops, monitors and reports on the effectiveness of development programs by establishing relevant evaluation metrics and collection capabilities; demonstrates use of quality improvement in daily operations
- Assesses, prepares and oversees internal presenters and any external consultants or vendors
- Respects diverse views and approaches, and contributes in maintaining an environment of professionalism, teamwork, tolerance, civility and acceptance toward all
Sr. Manager of Quality and Performance
Clark Resources
04.2019 - 03.2021
- Oversee the daily operation of quality and training for Medicaid
- Develop and design training materials for classroom training, computer-based training as well as webinars
- Design, create, and development of all training materials, curriculum and scorecards
- Manage a team of quality analysts that monitor and coach staff
- Manage a team of trainers and facilitators that train concierge level customer service for Medicaid
- Was instrumental in developing a curriculum that met SQM standard, JD Power Award and quality metrics
Sr. Supervisor CHC Project
Clark Resources
11.2017 - 04.2019
- Medicaid Special Project Home And Community Based Programs
- Assist in the formulation of targets for individuals and teams
- Hire and onboard new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc
- Ensure adherence to policies for attendance, established procedures etc
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
Sr. Training Specialist
Clark Resources
05.2017 - 11.2017
- Facilitates learning events that are performance-based in nature
- Identifies opportunities for and delivers web-based and classroom training
- Employs rapid course development methodologies to quickly meet client needs
- Exercises classroom management
- Attends all assigned professional development training and job training that supports career development and job growth
- Keeps all Technical Skills updated via processing live work
- Identifies client training needs, develops service level agreements, meets with clients to obtain approval, and prepares training to meet those needs
- Measures and tracks learner and client satisfaction
- Facilitates across multiple platforms
- Supports PMO projects as a training Subject Matter Expert as assigned by management
- Establishes relationships with business partners in support of successful training initiatives
- Assists in the Mentoring of Trainer Is, IIS and Specialists through formal and informal feedback
- Plans, coordinates and facilitates Train the Trainer Sessions as needed and directed by management
QA/Training
Maximus PA IEB
08.2016 - 02.2017
- Create and facilitate training for the PA IEB project
- Design curriculum within the Pennsylvania Medical Assistance waiver programs
- Track new hire employment within a 90-day period for attrition and trends utilizing proprietary CRM as well as State systems
- Design, develop, and facilitate technical training within the HCSIS, SAMS, CIS and Harmony systems
Curriculum Developer/Instructor
Deloitte
03.2014 - 06.2015
- Created and maintained curriculum for Medicare
- Designed the State of CT Medicare website and developed train the trainer curriculum
Sr. Trainer, Government Services Division
WellPoint Anthem Blue Cross
03.2014 - 12.2014
- Facilitates learning events that are performance-based in nature
- Identifies opportunities for and delivers synchronous virtual learning events
- Employs rapid course development methodologies to quickly meet client needs
- Exercises classroom management
- Attends all assigned professional development training and job training that supports career development and job growth
- Keeps all Technical Skills updated via processing live work
- Identifies client training needs, develops service level agreements, meets with clients to obtain approval, and prepares training to meet those needs
- Measures and tracks learner and client satisfaction
- Facilitates across multiple platforms
- Supports PMO projects as a training Subject Matter Expert as assigned by management
- Establishes relationships with business partners in support of successful training initiatives
- Assists in the Mentoring of Trainer Is, IIS and Specialists through formal and informal feedback
- Plans, coordinates and facilitates Train the Trainer Sessions as needed and directed by management
Manager of Training/Development and Compliance Officer
Credit Management Company
02.2010 - 02.2014
- Coordinate, manage and deliver internal employee training and development programs for the operations staff across all applicable areas according to company policies and standards
- Deliver basic professional telephone debt collector agent/patient service rep techniques and basic new hire orientation training using a variety of training delivery methods and tools; including lecture, roleplay, audio-visual, etc
- Adheres to all FDCPA, FCRA, HIPAA and applicable laws and informs management and staff of any updates and/or changes
- Deliver and/or coordinate compliance training/job enrichment for FDCPA, FCRA, HIPAA and applicable state laws for all staff as applicable to job position
- Ensure ACA collector certification for all agents through training of staff
- Coach and/or monitor new collection agents/reps (ongoing side-by-side training, observation, modeling, and feedback)
- Creates work standards within the department and advises on work standards throughout the company that are consistent with the mission and management policy of the company
- Ensures compliance with any Red Flag Rule and privacy regulations are documented, managed and rectified
- Communicates any problem issues with senior management on an ongoing basis including updates, recommendations, solutions and new processes
- Review and reply to any internal, client or 3rd party audits taking any necessary action for your department or making overall recommendations
- Oversee activities of assigned units to ensure coordination of efforts and compliance with company related policies, procedures and strategies
- Analyze and evaluate policies and procedures followed by department and propose new policies/procedures and/or revisions to existing policies/procedures to ensure maximum operational efficiency
- Implement corrective measures where necessary to ensure compliance
- Ensure appropriate policy and procedure manuals are maintained in each unit
- Maintain systematic methods as approved by the company to ensure that collection techniques, methods and documentation of activities performed by each Agent are reviewed, monitored, evaluated and critiqued on a regular and consistent basis
- Provide one-on-one assistance and ongoing training and development for Leads in developing and improving leadership and motivational skills
- Assist Leads & Agents to reach Group/Unit performance levels
- Develop, recommend, and implement plans to increase recoveries and reduce expenses including specific campaigns, schedules, personnel, strategies and collection techniques
- Identify and recommend changes and/or enhancements to automated systems to increase recoveries and/or productivity
- Ensure appropriate disciplinary action is taken in the event an employee does not follow policy and/or procedure
- Assist Supervisors through coaching phase of discipline process and handle subsequent phases of disciplinary process
- Review all disciplinary actions with Manager prior to administration
- Consistently review activities of Agents to ensure consistent application of policy and procedure within department
- Recruit, interview and select new employees as well as promoting within the organization
- Continuously evaluate staff performance and ensure that regular performance appraisals are conducted
- Oversee completion of initial training of employees and identify ongoing training and development needs and ensure implementation of programs/activities to meet these needs by working closely with the Training & Development Manager
- Determine staffing needs to adequately cover inventory and telephone activity and establish schedules within department to accommodate those needs
- Define and recommend enhancements to the automated system functions and identify changes as needed to enhance results
- Design & analyze reports from the systems as required
- Develop and maintain excellent knowledge of Federal regulations, state statutes, bankruptcy laws, HIPAA, GLBA, FDCPA and all other applicable laws, regulations, etc., governing activities
Call Center Manager
School Loans Corp
06.2007 - 11.2009
- Responsibility for the day to day operations of the call center
- Act as a liaison between Senior Manager, Client Relations Managers and Supervisors
- Maintain contractual goals, QA requirements and Department quotas
- Create and provide all Customer Service Agents performance reviews
- Managed schedules and coverage for all inbound calls as well as provide detailed time lines for outbound calling
- Created and tracked all production analysis
- Prepare, maintain and deliver Budgeting cost
- Conducted cross departmental training
- Maintained a high level of Customer satisfaction and client escalations
- Created forecasting sheets and facilitated implementation of needed changes
- Direct managed supervisor and team leads
- Presented fraud prevention reports and analyzed data to lower loan fraud
Training Manager
Qualitative Insights
06.2005 - 06.2007
- Maintain all Quality and Production standards
- Review and approve all Data Collector performance reviews
- Coordinate all Client Remote and In-House monitoring
- Aid in the preparation of daily production schedule and staffing request worksheet
- Aid in the analysis of reports to ensure that jobs are run efficiently and within budget
- Identify potential problems and follow up with appropriate support department
- Prepare, maintain and deliver Budgeting cost
- Work with the VP on all cost margin and maintain a Production Margin of 53%
- Training of all Project and Quality Assurance Supervisors in all aspects of the job: Sample management and manipulation, Quota control and adjustments, Effective counseling and communication with Data Collectors, Enforcement of Policies and Procedures, Identifying problems with a project and effectively resolving them
Customer Service Manager
IBO/ESI/Cedar-Sinai
05.2003 - 06.2005
- Responsible for maintaining a current and up to date dialer
- Identify trends within the dialer and maximize these trends
- Generate reports for various departments and actively have these accounts worked
- Account management (Adjustments, Payment Transfers, Refund Request)
- Maintain a monthly delinquency report
- Create Job aids for processes
- Answer staff questions in regards to policy or procedure
- Hire and train all new staff (Collectors, Bad Debt specialist, Research specialist)
- Oversee the day to day operations of the call center
- Responsible for a full staff of 25 including collections, customer service, office temporary workers and account specialist
Training Manager
OSI Call Model
02.1994 - 05.2003
- Successful in training and facilitating collectors into a fast paced third party collection dialer environment
- Responsible for training collection methods and procedures, IE., OSI Call Model, OSI Values, Skill Development, Credit Building and Scoring, Payment Procedures, Sources of Money, Fair Debt Collection Practices Act (FDCPA), State Laws, and many other collection techniques and practices
- Liaison between OSI Management and OSI University
- Directly responsible for setting up a career center to help with site closure and placement of personnel
- Developed and tested all new curriculum for a staff of trainers across 8 call centers
Education
Master of Psychology - Industrial And Organizational Psychology
Columbia University
New York, NYMaster of Education - Curriculum And Instruction
Columbia University
New York, NYBachelor of Theology - Eastern Theology
Antioch College
Yellow Springs, OHSkills
- Strategic planning and execution
- Leadership training
- Operations oversight
- Schedule oversight
- Operational efficiency
- Capital spending
- Strategic planning
- Process improvements
- Risk mitigation
- Process improvement
- Quality assurance
- Workforce planning
- Performance analysis
- Financial controls implementation
- Business management
Timeline
Director of Operations
Clark Resources
09.2021 - Current
Professional Development Manager
Clark Resources
03.2021 - 09.2021
Sr. Manager of Quality and Performance
Clark Resources
04.2019 - 03.2021
Sr. Supervisor CHC Project
Clark Resources
11.2017 - 04.2019
Sr. Training Specialist
Clark Resources
05.2017 - 11.2017
QA/Training
Maximus PA IEB
08.2016 - 02.2017
Curriculum Developer/Instructor
Deloitte
03.2014 - 06.2015
Sr. Trainer, Government Services Division
WellPoint Anthem Blue Cross
03.2014 - 12.2014
Manager of Training/Development and Compliance Officer
Credit Management Company
02.2010 - 02.2014
Call Center Manager
School Loans Corp
06.2007 - 11.2009
Training Manager
Qualitative Insights
06.2005 - 06.2007
Customer Service Manager
IBO/ESI/Cedar-Sinai
05.2003 - 06.2005
Training Manager
OSI Call Model
02.1994 - 05.2003
Master of Psychology - Industrial And Organizational Psychology
Columbia University
Master of Education - Curriculum And Instruction
Columbia University
Bachelor of Theology - Eastern Theology
Antioch College
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