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Work Background
ezCaterProgram Manager, AI
Oct. 2023Driving the strategic vision and implementation of AI initiatives to transform organizational efficiency, enhance customer experiences, and foster innovation.
ezCaterSenior Manager, Quality Assurance
Apr. 2017 - Oct. 2023Greater Boston AreaLed remote Quality Assurance & Lead team: Directly managed a distributed team of 20 leads and QA professionals across the US and Central America, overseeing evaluations for over 500 customer support agents across multiple communication platforms: phone, email, chat, and SMS. Scalable Onboarding & Coaching: Designed and managed an agent coaching program that facilitated the efficient onboarding of cohorts exceeding 100 agents in less than three weeks. Strategic Growth Leadership: Played a pivotal role in defining KPIs and setting quality benchmarks, contributing to 20x team growth, from an initial 25 to over 500 agents. Tech Implementation & Management: Acted as the primary vendor liaison and project lead for the integration and maintenance of crucial tools: CSAT, speech analytics, QA systems, and agent engagement platforms. Best Practices & Performance Enhancement: Collaborated with customer support leadership, implementing industry-best practices and consistently driving performance improvements. Innovative Tech Adoption: Pioneered the introduction of the company’s inaugural speech analytics platform, optimizing cross-functional collaborations. This strategic move negated the need for additional QA hires and ensured comprehensive feedback on all interactions, marking a 99% improvement. Data-Driven Process Optimization: Leveraged insights from CSAT, quality metrics, and departmental KPIs to refine and enhance several operational processes, maximizing efficiency and performance.
ezCaterQuality Assurance Specialist
Sep. 2016 - Apr. 2017Orchestrated weekly reports on departmental quality metrics and formed collaborations with leaders across company to amplify product performance. Reviewed correspondences with customers, evaluating quality and providing pertinent feedback. Coached support agents to improve soft skills, technical system navigation, de-escalation, and service recovery techniques.
ezCaterCustomer Support Representative
Oct. 2015 - Sep. 2016Greater Boston AreaOperated as primary point of contact for customers and catering partners through inbound and outbound communication, including phone, chat, email, and SMS. Ensured first-rate service by providing support for complex account questions, including technical, menu, and third-party delivery issues. Perpetuated long-lasting relationships with clients and improved engagement and outreach.
Wingate CompaniesOffice Manager
Jan. 2015 - Oct. 2015Boston, Massachusetts, United States- First point of contact for 500+ residents in multiple buildings
across Boston.
- Specialized in long-term resident retention by anticipating
resident’s needs and creatively solving day-to-day problems.
- Responsible for accounts payable and receivable for multiple properties.
Al FornoWaitstaff
Aug. 2006 - Jan. 2015Providence, Rhode Island- Senior Server In a 150+ seat fine-dining restaurant.
- Responsible for training of all new employees.
- Extensive knowledge of culinary terms and techniques and French, Italian, and
U.S. gastronomy and viniculture.
- Experience in the planning and execution of private and
corporate events ranging in size from 10-100 guests.
- First point of contact for all customer service escalations.
- On and Off-premise TIPS certification.
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