Enderg Mayerstein de la Torre
Toluca
Summary
Results-driven Operations Manager with a proven record of improving operational efficiency through strategic employee motivation and effective policy enforcement. Expert in implementing best practices and ensuring compliance. A strong leader with an analytical mindset, adept at business planning and resolving day-to-day challenges.
Overview
10
10
years of professional experience
Work History
Operations Manager
FirstSource
04.2024 - 10.2024
- Manage and supervised a team of 75+ agents, team leaders, and assistant managers, ensuring seamless daily operations in a customer service and collections environment.
- Led regular performance review meetings with clients and senior managers, focusing on goal setting, revenue projections, and forecasting.
- Improved team productivity through targeted coaching, actionable feedback, and strategic operational improvements.
- Conducted performance reviews, identified areas for improvement, and developed action plans for enhancement.
- Fostered a positive work environment and provided opportunities for professional growth, achieving higher employee retention rates.
- Spearheaded process improvements, boosting productivity and reducing operational costs, with a focus on agent availability, adherence, and collections process streamlining.
- Trained and mentored team members to maintain high productivity and meet performance metrics.
- Assisted in the recruitment, hiring, and training of team members, ensuring the selection of qualified candidates and effective onboarding.
Senior Contractor Care
Hays Mexico
05.2023 - 04.2024
- Managed the onboarding daily experience 50-80 candidates, including follow-up calls to facilitate a smooth transition into their roles. Conducted comprehensive evaluations of the company's project guidelines and set expectations.
- Support upper management in executing employee performance assessments and enacting company policies, thereby ensuring consistency with organizational goals.
- Analyzed weekly reports concerning ongoing assignments overseeing the entire offboarding process. Collaborated closely with management to handle assignment extensions effectively.
- Follow up with employee attendance patterns and punctuality, proactively resolving persistent issues to avoid fostering negative long-term behaviors.
- Held consistent weekly meetings with employees to discuss their commitments related to current assignments, ensuring alignment with project objectives while promoting individual career advancement.
- Reviewed documentation for contractors, providing detailed guidance on procedural requirements necessary for compliance regarding work/student permit renewals in both the US and Canada.
- Conducted training sessions aimed at equipping team members with strategies that enhance productivity levels while achieving performance benchmarks.]
Customer Service /Credit and Collection Manager
AT&T Proximity
11.2016 - 06.2022
- Identified new or amended procedures and process changes that allowed enhanced company performance productively.
- Fostered effective, positive communication between unit staff and organizational leadership, reducing miscommunication and late delivery.
- Advanced key productivity KPIs including AHT, customer surveys, and first-call resolution to achieve business goals and objectives.
- Conducted training and mentoring of newly hired in best practices, procedures, and performance strategies to ensure smooth integration and high standards of performance.
- Managed groups of 20+ agents both in production and training, providing guidance and support in daily operations.
- Resolved operational issues, reinforce processes, and delivered excellent customer service to increase efficiency overall and improve customer satisfaction.
- Continually learned new skills and used them in everyday tasks to improve efficiency and productivity.
- Monitored customer payments and assisted in collecting current and past-due amounts with immediate and scheduled payments.
- Documented call interactions, including coaching/training sessions and All-Hands meetings, for accountability and progress tracking.
- Provided training, coached, and gave live follow-ups with accelerations tactics to improved team efficiency.
- Team meetings and huddles with the team to analyze data and create actions plans (DDDM)
Reservation Associate
RCI / RSS Vacation
01.2016 - 10.2016
- Take care of online inquiries and assist guests with questions throughout the booking circle, providing a smooth and positive experience.
- Answered approximate 50+ incoming calls, developed friendly rapport with the caller, established the purpose of the call, gave proper answers, made recommendations, and transitioned the conversation toward a successful booking.
- Provided a customer with such information as availability and pricing so that the customer could make an informed decision.
- Actively listened to customers, resolved their concerns and follow up.
Technical Support Assistant
Wripo Technologies (HP)
11.2014 - 12.2015
- Provided comprehensive support to users facing software, hardware, and network issues, ensuring minimal downtime and maximum satisfaction.
- Managed service follow-up communications, confirming the satisfactory resolution of customers' service requests via email and phone, maintaining high levels of customer satisfaction.
- Collaborated with vendors to locate replacement components and resolve advanced technical problems, ensuring efficient solutions.
- Answered customer support inquiries via specialized ticket tracking platforms, ensuring accurate and timely responses to support needs.
- Monitored the helpdesk and responded to incoming tickets, addressing support needs promptly and effectively.
Education
High School Diploma -
Homestead HighSchool
Mequon, WI06-2006
Skills
Coaching and mentoring
Organization and Time Management
Proactive and team player
Active Listening
Teamwork and Collaboration
Planning and Coordination
Critical Thinking - Data Driving Decision Making
Servant Leadership
Training and Development
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Operations Manager
FirstSource
04.2024 - 10.2024
Senior Contractor Care
Hays Mexico
05.2023 - 04.2024
Customer Service /Credit and Collection Manager
AT&T Proximity
11.2016 - 06.2022
Reservation Associate
RCI / RSS Vacation
01.2016 - 10.2016
Technical Support Assistant
Wripo Technologies (HP)
11.2014 - 12.2015
High School Diploma -
Homestead HighSchool
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