# Aaron Santos Boyd-Rochman

Aaron Santos Boyd-Rochman is a remote worker on Himalayas, Trainer and Quality Coach at Konecta, based in Spain.

Source: https://himalayas.app/@aaronsantosboyd-roch

```text
I train teams on KPIs, coach performance, and use data to improve quality and operational results.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Spain |
| Authorized to work in | Spain |
| Salary expectations | 25k+ EUR |
| Job categories | Training Specialist, Quality Coach, Business Analyst, Customer Experience Specialist, Program Analyst, Case Manager, Admin Executive, Community Health Outreach |
| Skills | KPI Training, Quality Coaching, Performance Coaching, Training and Development, Operational Excellence, Data Analysis, CRM, Salesforce, Process Improvement, Cross Functional Collaboration, Team Management, Patient Outcomes, SQL, Tableau, Requirements Gathering, Project Specifications, Case Management, Community Engagement, Health Screenings, Payment Processing, Transaction Reconciliation |
| LinkedIn | https://linkedin.com/in/arockinman |

## About

```text
At Konecta, I develop and deliver KPI-focused training for new trainees and provide targeted quality coaching that improves employee performance and engagement.

I conduct monthly assessments to identify training gaps, evaluate agent performance, and helped raise OSAT scores above 4.2/5. Previously, I managed 100 weekly customer contacts in Salesforce, resolving 85% of cases within two days while maintaining a 4.3/5 OSAT rating.

At Platformable, I researched and compiled data for strategic decisions, produced four special-project reports with 100% client satisfaction, and reduced administrative inefficiencies by around 12%.

My background also includes business analysis at VillageCare, where I built SQL and Tableau dashboards supporting a roughly 10% membership increase. I bring experience in team management, patient outcomes, operational improvement, and cross-functional collaboration.
```

## Experience

### Trainer and Quality Coach (current)

Konecta. Nov 2025 - Present

```text
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.
```

### Customer Experience Specialist

Konecta. Mar 2025 - Nov 2025

```text
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.
```

### Administrative Executive

Platformable. Jul 2020 - Feb 2025

```text
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%
```

### Business Analyst

VillageCare. Apr 2019 - Sep 2022

```text
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.
```

### Case Manager

VillageCare. Apr 2018 - Apr 2019

```text
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
```

### Program Analyst

VillageCare. Apr 2015 - Apr 2018

```text
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.
```

### Community Health Outreach Worker

Amida Care. Nov 2013 - Apr 2015

```text
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.
```

## Education

### Johns Hopkins Bloomberg School of Public Health

Master of Applied Science, population health. 2019 - 2021

### Empire State University

BS Community Health, Concentration in Counseling Studies, Community Health Services/Liaison/Counseling. 2014 - 2017

## Tech stack

- Tableau
- Salesforce
- SQL

To contact Aaron, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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