Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Francisco Javier Torres Elizondo

Monterrey, Nuevo León,NLE

Summary

Javier's objective is to lead by example, be the person to look for when Call Center experience is needed to resolve, improve or innovate new strategies for constant improvement. Learn new strategies to enhance my abilities as a leader and provide my knowledge to develop and create new leaders.

Overview

19
19
years of professional experience

Work History

Facilities Manager

XTENDOPS
12.2020 - 10.2023
  • Maintenance and upkeep of an organization's buildings, ensuring that they meet legal requirements and health and safety standards
  • Facility managers (FMs) operate across different business functions, working on both a strategic and operational level
  • Facility multiple sites Monterrey, Guadalajara, Puerto Vallarta and Aguascalientes:
  • Internet new site along with IT Managers from Monterrey, Guadalajara, Puerto Vallarta and Aguascalientes
  • New locations setup and implementation
  • (Merida and Queretaro 4th Quarter 2022)
  • Setup
  • WFH
  • Swag
  • Equipment for Admins
  • Printer
  • Coffee Break
  • Training Room Set up
  • TA Set up (cell, landline, PCs)
  • Office Supplies
  • Safety Supplies
  • Vinyl's on the floor (phrases, pictures, etc.)
  • PCI compliance

Account Manager

Dialect Teleservices Contact Center
03.2020 - 12.2020
  • Client Relations, Launch Bilingual program and Consulting
  • - Managed daily call center operations up to 50+ agents
  • - Developed and implemented staff training and mentoring programs
  • - Implemented customer quality procedures and Score Sheets (above 85%)
  • - Disciplined staff not following call center procedures on calls
  • - Dealt with customer issues in a courteous manner
  • - Ensured that rules of conduct were adhered to during each call
  • - Monitored staff calls for quality assurance purposes
  • - Approved time off requests and prepared staff schedules
  • - Provided initial training for each new call center project
  • - Prepared staff performance analysis reports
  • - Prepared budget reports and tracked call center expenditures

Operations Manager

AND AGENCY MX
03.2018 - 01.2020
  • Develop and coach HR Manager, Recruiting Manager, Quality Manager, Training Manager, Workforce Manager, Supervisors, Client Relationships and Facility Manager
  • - Managed daily call center operations up to 300+ agents
  • - Developed and implemented staff training and mentoring programs
  • - Implemented customer quality procedures and Score Sheets (above 85%)
  • - Disciplined staff not following call center procedures on calls
  • - Dealt with customer issues in a courteous manner
  • - Ensured that rules of conduct were adhered to during each call
  • - Monitored staff calls for quality assurance purposes
  • - Approved time off requests and prepared staff schedules
  • - Provided initial training for each new call center project
  • - Prepared staff performance analysis reports
  • - Prepared budget reports and tracked call center expenditures
  • - Developed productivity metrics
  • - Work directly with a law firm to setup new entity in Mexico
  • - Work directly with Landlord for the better of the building
  • - Work directly with providers (stations, Skin walls, Electricians, Maintenance, etc.)

Operations Manager

Energycalls Contact Center
07.2016 - 03.2018
  • Develop and coach HR Manager, Recruiting Manager, Quality Manager, Training Manager, Workforce Manager, Supervisors and Client Relationships
  • - Managed daily call center operations up to 80+ agents
  • - Developed and implemented staff training and mentoring programs
  • - Implemented customer quality procedures and Score Sheets (above 85%)
  • - Disciplined staff not following call center procedures on calls
  • - Dealt with customer issues in a courteous manner
  • - Ensured that rules of conduct were adhered to during each call
  • - Monitored staff calls for quality assurance purposes
  • - Approved time off requests and prepared staff schedules
  • - Provided initial training for each new call center project
  • - Prepared staff performance analysis reports
  • - Prepared budget reports and tracked call center expenditures
  • - Developed productivity metrics
  • Performance and Quality:
  • First call Resolution
  • Next call Resolution
  • Schedule Adherence
  • Average Handle Time
  • Customer Satisfaction
  • Contact Quality

Client Operations Director

Ashesi Global Services
01.2014 - 07.2016
  • - Plans, manages and provides work direction to mainframe and client operations
  • - For the overall well-being of the call center (operations, staff, agents)
  • I oversee that all of the metrics are being met and that we provide the best quality possible
  • - Responsible for 150 full time agents

Quality Manager

Ashesi Global Services
01.2013 - 01.2014
  • I created the Quality Department by defining needs for the Call Center and clients
  • I created the call quality guidelines, score sheets and reporting, hired the proper QA Agents to perform every day activities and raise the Quality of calls at over 85% customer service satisfaction
  • - Create Score sheets
  • - Supervising, training, reporting and managing the day to day results and career growth of 4 to 10 Quality Agents
  • - Management of Quality control standards like meeting and exceeding 85% Quality Scores or 90% of the calls Meeting Basic Moments of Truth and 2% Moments of Excellence

Leader of the CMS project/ General Manager

Communication Merging Standards S. de R.L. de C.V.
01.2010 - 12.2011
  • - In charge and responsible of the CMS Aguascalientes project with the government of the state of Aguascalientes and Prosoft 2010
  • - Grand opening of the center in Aguascalientes
  • - Recruiting of the bilingual agents
  • - Maintenance of the center
  • - In charge of human resources
  • - Responsible for 150 full time agents

Facility Manager and Project Manager

Client Management Services S. de R.L. de C.V.
01.2005 - 12.2009
  • - Act as a liaison with the supervisors, team leaders and/or administrative staff in order to achieve the best results possible
  • - I must constantly improve my knowledge in order to better develop and coach members of my team and also new projects of the company
  • - Responsible for 60 full time agents

Education

Culinary Institute of Los Angeles - Chef

Culinary Institute of Los Angeles
01.2004

MT Sac - Business Administration

MT Sac
Walnut, CA
01.2001

Skills

  • Time management
  • Proactive
  • Development/Feedback
  • Increased productivity
  • Lower Costs/Higher ROI
  • Building Maintenance
  • Budgeting and financial management
  • Technical knowledge
  • Building inspections
  • Asset Management
  • Schedule Management
  • Inventory procurement

Languages

English
Advanced (C1)

Timeline

Facilities Manager

XTENDOPS
12.2020 - 10.2023

Account Manager

Dialect Teleservices Contact Center
03.2020 - 12.2020

Operations Manager

AND AGENCY MX
03.2018 - 01.2020

Operations Manager

Energycalls Contact Center
07.2016 - 03.2018

Client Operations Director

Ashesi Global Services
01.2014 - 07.2016

Quality Manager

Ashesi Global Services
01.2013 - 01.2014

Leader of the CMS project/ General Manager

Communication Merging Standards S. de R.L. de C.V.
01.2010 - 12.2011

Facility Manager and Project Manager

Client Management Services S. de R.L. de C.V.
01.2005 - 12.2009

MT Sac - Business Administration

MT Sac

Culinary Institute of Los Angeles - Chef

Culinary Institute of Los Angeles

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Francisco Javier Torres Elizondo