Rebeca G. Ahmand

Background

About Rebeca G. Ahmand

Throughout my career I’ve been doing what I love – enhancing employee and client experiences through innovative solutions that have evolved into centers of excellence (CoEs). The community service strategy building I do with senior leaders has positively impacted the company from the top echelon to the front-line associates. I’ve helped weave best-of-class services into day-to-day activities that are transforming us into an excellent client-experience delivery group. I thrive in developing employees at all levels by engaging their way of thinking, so they are prepared for their next corporate level. I’m currently mentoring and developing director-level peers; people who have never been directors before. It’s been challenging but as rewarding as helping front-line CSM associates learn their roles and functions. Inspired and curious employees lead to strong business teams, high net promoter scores, and top-notch client experiences. I’m driven to achieve best-in-class client experiences and 9 times out of 10 issues are now re-solved efficiently. In those unique times when resolution is evasive, I build a partnership-like relationship with the client and work together to formulate the business challenge’s solution. The result is commonly shared globally as a proactive measure. “Beca is a leader focused on proactively improving the businesses she runs and the people she leads. She is an excellent listener, seeks to understand, and is thoughtful in her approach. She is adept at holding people ac-countable while inspiring followership. She is highly skilled in interacting with customers, especially in com-plex situations.” Stephanie Davenport, VP-Client Services Operations at ADP A few proud recent successes include: • Retained 80% of remote staff during early COVID-19 stages by standardizing communication proto-cols, including launch of full-team WebEx chats, deploying weekly 15-minute wellness checks with associates, and appointing managers to ensure real-time communication. • Responded to mid-pandemic churn by partnering and negotiating with 3rd parties to quickly backfill open positions and increase training team headcount to conduct proper and efficient onboarding, enabling 40% tenure retention. • Expanded leadership functions and set goals for high-performing staff, defined areas of accountability, and grew team from 1 to 5 directors and from 7 to 10 managers, resulting in client growth and enhanced customer experience. I’m always happy to have a conversation about building employee engagement and retention. becaglara22@gmail.com