Ana B.
About Ana B.
Ana B. is a Service Delivery Manager at Vroom, with extensive experience in the BPO contact center industry, including various roles at 24-7 Intouch. She has a strong background in operational data analysis, quality assurance, and project management.
Current Role at Vroom
Ana B. serves as a Service Delivery Manager at Vroom, a position she has held since 2021. In this role, she is responsible for overseeing service delivery operations, ensuring that client needs are met effectively. Her focus includes operational data analysis and the presentation of business reviews, which are essential for maintaining service quality and performance metrics.
Previous Experience at 24-7 Intouch
Ana B. has extensive experience at 24-7 Intouch, where she held various roles from 2017 to 2021. She began as a Customer Service Representative and progressed to Quality Assurance Analyst, Quality Assurance Team Lead, Operations Manager, and finally Program Manager. Her tenure included a role as Global Operations Manager, where she managed operations on a larger scale. This diverse background provided her with a strong foundation in the BPO contact center industry.
Background in Customer Service and Quality Assurance
Ana B. has a solid background in customer service and quality assurance, having worked in these areas since 2016. She started her career at Concentrix as a Customer Service Representative and later became an Assistant Team Lead. Her roles have consistently involved quality assurance, where she developed expertise in training team partnerships and implementing quality programs.
Skills and Expertise in BPO Industry
Ana B. possesses a strong understanding of key performance indicators (KPIs) relevant to the call center industry, including Average Handle Time (AHT), Customer Satisfaction (CSAT), Service Level (SL), Utilization (UTL), Units Per Hour (UPH), Net Promoter Score (NPS), and Quality Assurance (QA). Her skills in operational data analysis and presentation are complemented by her commitment to trust building and transparent communication within teams.