Joangela Morin

WORK HISTORY

EDUCATION

ABOUT JOANGELA MORIN

My passion is developing meaningful relationships that promote sustainable and ongoing achievement and performance. I am business-minded and socially charged. Acknowledged for my success in Operations excellence, sales, training and education, and program development. I have managed a $1.5m budget by decreasing expenses and increasing revenue, developed relevant programming, and established systems to improve the management of a large staff. A Business Leader with a Bachelor’s Degree from University of Maine and additional focused studies at St. Joseph’s, Northeastern, and others. I love to learn. Rigorously trained and experienced in the principles of COPC, transformational coaching, Sales Management and Operations Management, I have led teams to successful achievement of targeted goals and objectives, coached and developed my staff on the principles of excellence and performance. I have worked in the US, Canada, India and the Philippines. Just some of the achievements I have contributed to various teams; Deployed process improvement initiatives with partner organization resulting in increased customer satisfaction from 34.33% to 60.00% Completed root cause analysis and made improvement to customer service process. Reduced work flow from 18 steps to one click automation Achieved significant improvement in e-mail mean time to resolve within 30 days by implementing new processing method.(reduced MTTR from 32 days to 16 days and improved customer experience from 38% VSAT to 66% VSAT) Turned around under-performing customer service CHAT team from 11.11% VSAT to highest performing team at 71.73%