STACI CAVALCANTE

Deerfield Beach, FL 33442 staci.cavalcante@outlook.com 954-283-7302

S ENIOR M ANAGEMENT P ROFILE

Strategic & Tactical Call Center Operations / Excellence in Customer Service & Support
Inspired, business savvy professional with proven success developing, expanding and managing call center operations
to deliver world-class service and support. Demonstrated ability to drive customer loyalty while increasing revenue,
boosting efficiency and reducing costs. Hands-on leader capable of building and motivating teams that work together
to overcome obstacles and exceed ambitious goals. In-depth experience in strategic planning, staffing, budgeting and
performance improvements. Core competencies:

Call Center Management

Customer Service Operations
People Management

Customer Order Fulfillment

Staffing, Training & Coaching
Performance Management

Outsourcing Strategy
Data Analysis & Reporting
Revenue & Sales Growth

P ROFESSIONAL E XPERIENCE
gMED, Weston, FL
Director, Client Services (December 2012 March 2014)
Managed teams, programs and departmental operations to improve client services and quickly resolve time-sensitive
technical issues for medical software development company. Partnered with development and implementation teams
in executing projects on time, on budget and in accordance with hardware requirements. Coordinated on-site training
programs prior to system go-live. Consulted with clients to assess needs and facilitate troubleshooting and problem
solving; ensured fast, accurate issue resolution and follow through.
Selected accomplishments:
Increased efficiency and effectiveness of Help Desk operations by developing and facilitating a training
program that improved the knowledge base of client-focused personnel.

Led the client services organization in producing above-market results in client satisfaction by introducing
new standards for operational efficiency and solving 100% of open issues in 24-48 hours.
Promoted organizational growth and success by working diligently to align departmental processes with
the overall corporate strategy.

MAPEI, Deerfield Beach, FL

Technical Services Support Manager (May 2011 November 2012)
Led the technical services function to provide clients with fast, accurate and accessible support. Hired, trained and led
eight-person team for stellar performance and morale. Educated staff on new products. Developed and implemented
standard operating procedures (SOPs), training modules, policies and best practices. Defined performance metrics
and tracked results. Modified staffing levels based on call volume and performance data. Responded to escalated calls
from vendors and clients. Prepared detailed reports.
Selected accomplishments:
Built a culture that focused on excellence in client communications and patient, systematic problem solving;
trained employees to resolve calls in <10 minutes, and personally addressed escalated issues to turn
discontented customers into satisfied customers.
Improved performance outcomes by defining metrics and guidelines, setting goals, creating policies and
procedures, and implementing standards for call volume measurements, evaluations and other factors.
Proactively developed critical tools, such as first-of-its-kind call level volume history and call volume
forecasts, that assisted leadership teams in making sound, data-based decisions for staffing and operations.
continued

STACI CAVALCANTE

Page Two
Professional Experience Continued

ELECTRONIC TRANSACTION CONSULTANTS CORPORATION (ETCC), Hialeah, FL

Customer Service Center Operations Manager (May 2010 May 2011)
Planned and executed call center operations to provide flawless service and transaction processing as the exclusive
vendor for two major customers, the Miami-Dade and Tampa-Hillsboro Expressway Authorities. Defined strategic
goals, compiled data and analyzed performance. Built, trained and managed supervisors and team leaders, and
oversaw a workforce 95+ on-site and 60 off-shore employees, including the timeliness, accuracy and quality
assurance of work produced by technology image reviewers. Expertly balanced multiple priorities to drive efficiency
and performance in a dynamic, people-oriented environment.
Selected accomplishments:
Successfully managed key start-up operations by hiring the original team, introducing policies and
implementing state-of-the-art technology for two new vendors.
Significantly improved performance through one-on-one coaching meetings with supervisory staff and
proactively adapting management and communication styles to meet different situations.

Developed a positive and productive workplace with a dedicated, hard-working team of 95+ customer
service representatives and image reviewers.

SPHERION CORPORATION, Fort Lauderdale, FL

Payroll HELP Manager (July 2006 December 2008)
Spearheaded strategies to drive productivity and customer satisfaction by leading call center operations for respected
staffing company. Managed and trained 16 help desk representatives in skillfully answering questions, solving
problems and facilitating payroll functions for up to 200,000 multi-state staff. Implemented Sarbanes Oxley (SOX)
compliance controls.
Selected accomplishments:
Received the Customer Service Center Award for exceeding performance expectations in 2007.

Dramatically reduced hold times and abandoned call rates by closely monitoring and addressing call
inquiry metrics and coaching personnel in performance improvement.
Played vital role in integrating several acquired companies into the organization; worked diligently to
establish a strong team and cost-effective, cohesive operations.
Met changing company needs by providing concurrent leadership for a six-person team responsible for
processing payroll for 6,500 employees (following an acquisition).

SONNY'S ENTERPRISES INC., Fort Lauderdale, FL

Customer Relations Manager (July 2002 June 2006)
Led customer service and technical assistance operations for leading manufacturer and supplier of 22,000+ car care
wash products. Developed policies, procedures, goals and strategies for seamless day-to-day call center operations in
support of the 150-employee corporation with $50 million in annual sales. Identified and capitalized on results-driven
tactics to fuel revenue and call performance.
Selected accomplishments:
Created the call center from the ground up, with full ownership for designing the workspace, procuring
equipment, hiring staff and executing key aspects of the business plan.
Increased sales from $14.2 million to $17.6 million through training and strategic execution.
Substantially improved call center rates from 78% to over 97% within 24 months.
Educated and inspired team members by formulating and delivering customized training, certification and
corporate/industry development programs for new and existing employees.
continued

STACI CAVALCANTE

Page Three
Professional Experience Continued

CDS INTERNATIONAL / DESANTIS COLLECTION, Delray Beach, FL

Chief Operating Officer (April 2000 July 2002)
Provided hands-on and strategic leadership in business operations, catalog development and production for men's
clothing company. Oversaw 16 yearly mailings to five million customers nationwide. Maximized $5 million in sales
revenue generated through the Web site, retail outlet store and 15-seat call center.
Selected accomplishments:
Improved the bottom line by reducing inventory from $1.7 million to $750,000 and slashing overhead costs
from $1.3 million to $450,000.
Streamlined operations to require 54% less staff which reduced labor costs by $200,000 annually.
Increased average sale from $145 to $185 per order through employee training and development.

Cultivated relationships and negotiated contracts which resulted in immediate and sustainable cost savings;
decreased production costs from $1.47 to $0.58 per mailing piece.

REXALL SUNDOWN, INC., Boca Raton, FL

Direct Marketing Operations Manager (September 1995 April 2000)
Pioneered and directed operations for the company's $20 million direct marketing division. Oversaw the 40-seat
inbound call center. Trained and mobilized employees in providing exceptional customer support. Organized the
conversion to MACII automated catalog system. Heightened standards for call handling and performance monitoring.
Selected accomplishments:
Increased employee retention by designing and facilitating comprehensive training programs.

Achieved 100% customer satisfaction by empowering the team to offer knowledgeable, real-time solutions.
Maneuvered the operation to enhance front-end direct marketing functions and eliminate inefficiencies in
back-end fulfillment and support.

E DUCATION AL B ACKGRO UND

BROWARD COLLEGE, Coconut Creek, FL Associate of Arts, Business Administration
Technical Skills:
Windows and UNIX ~ Microsoft Word, Excel, PowerPoint, Outlook, Access ~ MACSII ~ Remedy ~ Prophet 21 ~
PeopleSoft ~ Cisco ~ Lync ~ and other proprietary tools