Malu Ros

Background

About Malu Ros

EXECUTIVE SUMMARY A Call Center Operations Executive with more than 16 years of international experience in all aspects of Call Center operations; directs continuous improvement of Client/Customer engagements and data-driven root cause analysis for issue resolution; in-depth organizational diagnosis and development background; vendor management of large outsourcing companies; excellent organizational and people skills; coordination of global technical groups to develop and/or enhance programs; excellent public speaker with strong writing and presentation skills; with exceptional strengths in: Customer Satisfaction and Retention Continuous Process and Performance Improvement Operational Efficiencies Change Management Coaching and Mentoring Creating and Promoting Positive Environment Leadership Training and Development Attaining Financial Objectives Through P&L Accountability Vision, Strategy, and Execution Program Design, Development, and Implementation Specialties: call center, change management, coaching, communication skills,consulting, continuous improvement, curriculum design, customer relations, customer satisfaction, diagnosis, English, leadership training, mentoring, organizational development, people management skills, performance management, quality