Mechanicsville, VA, September 23, 2017 --(PR.com
)-- Ronita B. Gaines of Mechanicsville, Virginia has been recognized as a Professional of the Year for 2017 by Strathmore’s Who’s Who Worldwide for her outstanding contributions and achievements in the call center industry.
About Ronita B. Gaines
Mrs. Gaines is the President and CEO of Nita Talk LLC, a cloud-based call center that provides call center services to companies through partnership services in the US, and Canada. With over 30 years Customer Service and Call Center Management experience, she is managing her own virtual call center as an Independent Business Owner, who collaborates with partnered businesses. She recruits a large staff of independent contractors who provide customer service, tech support, inbound sales, email, phone and chat for some of the world’s largest companies. Mrs. Gaines possesses significant experience with the following:
· Multi-channel service platforms
· Process improvement
· Business development and marketing
· Customer segmentation
· Account management and banking operations
· Vendor and partner engagement
· Workforce operations
· Reporting and strategic planning
· Outsourcing and other business continuity
Her technical skills include Cloud based CRMs, dialer systems, agent performance, skill based optimization and workforce management tools, InContact, AVAYA, IEX Scheduler, sales force, Microsoft Suite/Access/Visio/Project/Publisher, Lotus Notes, Print Master, Print Shop, Print Artist and Peoplesoft.
Born in Fredericksburg, Virginia, Ronita obtained an A.A.S. in Business Management from J. Sergeant Reynolds Community College in 1998, certified in Middle Management in 1993. Previously, she was responsible for managing contact centers from 1993 through 2013. She led efforts to create a consolidated sales plan across 10,000 seat call centers with varied lines of businesses as well as agent level sales goals. Ronita developed and executed all marketing activities within the phone channel and successfully created an incentive-driven compensation plan across the contact center. She served as Senior Director of Pharmacy Call Center Operations and provided oversight of a national network of PBM centers from 2013 through 2016. In this position, she provided oversight of a National Network of Pharmacy Benefit Management (PBM) contact centers across the country consisting of 300 CSRs, CPHTs and RPHs. Most recently, Mrs. Gaines served as A.V.P. of call center operations in Richmond, Virginia in 2016 where she was responsible for developing, designing and implementing strategies and tactics to continuously improve call center KPIs that improved the patient and client experience and managed all 3rd party service providers. Ronita established a proficient QA process and team to conduct call listening and coaching sessions with leadership to improve quality and drive compliance and operational efficiency and forecast and manage staffing sessions and associated expenses. She is affiliated with E.V.B. Power, served on the Board of Directors of both Innsbrook and the American Heart Association, and Leadership of Metro Richmond in 2003.
Throughout her career, Mrs. Gaines outperformed 14 Sales and Service Center Managers. She ranked #8 in the Division and #2 in the Region. She was the Top Engagement Leader of the Quarter for 2013. Ronita designed a Leadership Development Academy that supported 7,500 team members at 14 locations and 6 lines of business. She was responsible for orchestrating community events and instituted Innsbrook Health and Wellness Programs for over 20,000 employees. Mrs. Gaines served as the Innsbrook Health and Wellness President for 5 years and as the United Way Chairperson for 5 years. She received the Client Retention Award in 2017, Make a Difference Award in 2015 and was chosen as Top Sales and Service Center Manager in 2013. She was featured in Innsbrook Today Magazine as “Employee of the Year” and “Executive of the Year”. She is a Woman of Excellence with Strathmore’s Worldwide.
Ronita is married to Floyd W. Gaines Jr. and they have three children, Olyvia, Austin, and Tiana. In her spare time, she enjoys family board games and activities, reading spiritual/motivational books and writing poetry.
For further information, please contact www.nitatalkllc.com
About Strathmore’s Who’s Who Worldwide
Strathmore’s Who’s Who Worldwide is an international advertising, networking and publishing company based in Farmingdale, New York. They are proud to be able to satisfy their clients and continue to have repeat clientele due to their longevity and pride in their products and services. The Owners strive to connect business professionals to enhance their contact base and networking capabilities so they can get the acknowledgment and publicity within their industries and beyond. The Strathmore family has been providing these valuable services for over two decades. They target executives and professionals in all industries to be featured in their publication and on-line directory. Industries include business, law, education, healthcare and medicine, fine arts, IT, government, science, real estate, entertainment and many more accomplished fields. Professional profiles are listed in an annual hardcover journal and in a detailed, searchable database on the website www.strww.com.