At ARC Quality Solutions, I coordinated more than 200 monthly appointments and reschedules for seven coaches and over 1,500 program participants across time zones. I also helped raise customer and client engagement rates from 20% to 50%.
As Coaching Program Coordinator, I managed high-volume communications and maintained a 98% conflict resolution rate. I documented client interactions and created program data, performance scorecards, and operational reports.
I revised and maintained standard operating procedures, templates, program updates, and a newsletter. I also identified process gaps and implemented solutions to improve workflows and reduce operational costs.
Earlier, I supported ARC Quality Solutions’ scheduling and call-quality work, using OrecX, AWS, and Research Metrics. As an independent contractor, I conducted compliance audits and customer experience evaluations and prepared detailed reports.
