Rylee Calabro

Operations Associate

Melbourne, Florida, United States7 yrs 9 mos experience

Highly Stable

Key Highlights

Proven track record in customer experience leadership.
Expert in Voice of the Customer analysis and strategy.
Strong background in quality assurance and operational excellence.

Stackforce AI infers this person is a Customer Experience and Quality Assurance leader in SaaS.

Contact

Skills

Core Skills

Voice Of The CustomerCustomer ExperienceCustomer Support ManagementOperational ExcellenceQuality AssuranceSales Management

Other Skills

Business Process ImprovementCX TrainingClient ProspectingCustomer EngagementCustomer InsightCustomer Insights & Executive StorytellingCustomer Satisfaction (CSAT)Customer Satisfaction ResearchCustomer ServiceCustomer Service TrainingCustomer Success LeadershipCustomer SupportData AnalysisData InfrastructureData Reporting

About

Experienced leader in customer experience and voice of the customer (VOC) analysis, with a proven track record in gathering actionable insights, leading cross-functional initiatives, and driving process improvements to enhance customer satisfaction.

Experience

7 yrs 9 mos

Total Experience

2 yrs 8 mos

Average Tenure

2 yrs 4 mos

Current Experience

Pair eyewear

Senior Manager of Customer Engagement - VoC at Pair Eyewear

Feb 2024 – Present · 2 yrs 4 mos

Designed and led Voice of the Customer strategy; implemented feedback frameworks and cross-functional data workflows.
Developed KPIs and quantitative measurements for internal and BPO support to track CX performance, improving data-driven decision-making.
Developed and executed strategic vision for knowledge and enablement functions.
Led the creation and maintenance of training materials, ensuring up-to-date content
Oversaw Training, QA, BPO, Fraud, and Service Recovery teams, driving improvements in customer experience, agent performance, and process efficiency.

Voice of the CustomerFeedback FrameworksData WorkflowsKPI DevelopmentCustomer Experience

Novo

2 roles

Director of Customer Support

Promoted

Sep 2023 – Feb 2024 · 5 mos

Lead the Customer Support internal and BPO, white-glove North Star team, Knowledge & Training, Quality Assurance, Voice of the Customer, and Tooling & Automations Teams
Managed day-to-day performance of BPO teams, ensuring adherence to SLAs and KPIs across multiple support functions.
Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
Conducted quarterly business reviews with C-suite stakeholders to assess performance, drive accountability, and align on strategic priorities.
Supported new vendor onboarding
Work closely and in full collaboration with stakeholders from
Customer Success, Banking Operations, and Product teams as well as with other departments to drive operational excellence at scale
Set and maintain Service Levels (SLAs) and key function KPIs focused on balancing needs of business and our customers.

Customer Support ManagementPerformance MetricsVendor ManagementOperational Excellence

Senior Quality Assurance and Enablement Manager

Apr 2022 – Sep 2023 · 1 yr 5 mos

Oversaw QA, Voice of the Customer, Knowledge and Training; increased QA scores by 20% and reduced response times by 26 hours.
Established OKRs and KPIs across multiple functions and scaled QA from 1 to 6 teams.
Managed LMS and internal knowledge base to facilitate continuous learning.
Drove feedback loops and data-informed strategies to reduce friction.
Performs quality assurance routines to confirm adherence to SLAs and customer satisfaction goals while ensuring department is in compliance with internal policies and procedures. Helped drive response time down by 26 hours.
Expanded customer facing QA from 1 to 6 teams

Quality AssuranceOKR DevelopmentFeedback LoopsData-informed StrategiesCustomer Experience

Classpass

4 roles

Quality Assurance Lead

Sep 2021 – Apr 2022 · 7 mos

Led QA team; delivered insights that saved 6,250+ days in chat time through self-service optimization.
Analyze data with clear actionable insights for domestic and BPO team
Identified CX training gaps and implemented interventions, improving tagging accuracy on email by 30% and chat accuracy by 20%.
Provide coaching feedback to Associates and Team Leads, and determine how feedback sessions should be structured and delivered to develop best practices

Quality AssuranceData AnalysisCX TrainingCustomer Experience

Lead Quality Analyst

Sep 2020 – Mar 2022 · 1 yr 6 mos

Led QA team; delivered insights that saved 6,250+ days in chat time through self-service optimization.
Analyze data with clear actionable insights for domestic and BPO team
Identified CX training gaps and implemented interventions, improving tagging accuracy on email by 30% and chat accuracy by 20%.
Provide coaching feedback to Associates and Team Leads, and determine how feedback sessions should be structured and delivered to develop best practices

Quality AssuranceData AnalysisCX TrainingCustomer Experience

Senior Quality Assurance Specialist

Promoted

Sep 2018 – Sep 2021 · 3 yrs

Managed QA programs for 200+ agents; enhanced CSAT through rubric design and training alignment.
Delivered monthly reports, analyzed sentiment trends, and collaborated with enablement on gaps.
Partner with CX Enablement Lead to continuously adjust Quality Assurance program to meet needs of constantly growing CX Team - including rubric design, audit cadence, reporting and technology
Develop deep understanding of ClassPass member sentiment, working with variety of data to identify trends within Customer Satisfaction survey responses
Experience with ZenDesk, Maestro Tableau, Excel, Google Sheets and SQL

Quality AssuranceSentiment AnalysisData ReportingCustomer Experience

Development Associate

Sep 2018 – Dec 2018 · 3 mos

Prospected and signed new fitness partners to expand ClassPass' market footprint.
Source new sales opportunities through inbound leads, follow-up, and outbound cold calls
Experience working with Salesforce and Salesloft

Sales ProspectingSalesforceSalesloftSales Management