Aaron Santos Boyd-Rochman

Developed and delivered training programs for 50 new trainees, focusing on key performance indicators to boost employee performance and engagement.

Conducted 25 monthly assessments to identify training gaps, implemented targeted coaching to raise OSAT scores above 4.2/5, and evaluated the impact on agent performance.

Optimized workflows to manage 100 weekly customer contacts using Salesforce, resolving 85% of cases within 2 days and the rest within 5 days.

Provided exceptional customer support, resolving inquiries efficiently with a 4.3/5 overall OSAT rating.

Conducted research, compiled data, and drove strategic decision-making while producing four
special project reports that achieved 100% client satisfaction.

Coordinated office operations and influenced a more efficient administrative environment, scaling
down inefficiencies by around 12%

Used SQL and Tableau to create interactive dashboards, improving data interpretation and supporting a ~10% increase in membership.

Collaborated with cross-functional teams to gather requirements and develop project specifications.

Monitored two groups weekly, each with up to 20 participants, analyzed dynamics, and provided constructive feedback to enhance participation and engagement.

Utilized case management software to track client information and streamline reporting processes for up to 40 clients biweekly

Facilitated on-boarding for nearly 5,000 new members, ensuring a seamless transition into the program while leveraging analytics to identify trends and drive member enrollment.

Executed daily transaction reconciliations to ensure accuracy in payment processing operations for hundreds of members per month.

Managed and trained a team of outreach workers, ensuring adherence to best practices in
community engagement.

Conducted health screenings and assessments to identify community health needs and improve
patient outcomes.