Carolina Familia

Carolina Familia has extensive experience in panel and member support within the market research industry, currently serving as Panel Manager at Dynata since 2013. Responsibilities include supervising a team of 20 bilingual support agents, setting performance targets, and developing training programs to enhance operational efficiency. Key achievements include improving response times and resolution rates, contributing to mergers and acquisitions, and consistently exceeding performance expectations in evaluations. Prior experience includes roles at Research Now, where Carolina served as a Senior Member Services Executive, and previous positions in administrative support and customer management. Carolina is currently pursuing a Certificate in English Literature and Popular Culture from Toronto Metropolitan University, with prior educational credentials in Accounting Programming and Contact Center Management.