I prefer to spend time at home with my family and daughter
Jairo Manuel Dena Mendez
Call Center Professional
Rosarito,Baja California
Summary
Dynamic and results-driven Call Center Operations Professional with a proven track record of overseeing and optimizing call center team operations to drive efficiency, productivity, and customer satisfaction. Experienced in managing high call volumes, analyzing data to identify trends, and implementing strategic initiatives to enhance performance. Skilled in leading cross-functional teams, establishing KPIs, and collaborating with senior management to align call center goals with business objectives.
Overview
10
10
years of professional experience
4
4
Certificates
2
2
Languages
2
2
years of post-secondary education
Work History
Collections/ Training Manager
ApexVox International
05.2022 - 02.2024
- Managed new hire orientation training process for all collection facing positions.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Organized and edited training manuals, multimedia visual aids and other company proprietary educational materials
- Complied with all applicable policies and procedures established by the company
- Management, supervision and planning of the tasks performed by the work team
- Reduced onboarding time for new hires through the development of effective orientation program.
- Maintained training programs within department budgets
- developed employee recognition programs, celebrating individual achievements and reinforcing the value of ongoing personal development.
- Enhanced employee performance by designing and implementing comprehensive training programs.
- Spearheaded company-wide compliance initiatives, ensuring adherence to industry regulations through targeted employee education efforts.
- Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
- Implemented performance evaluation process and KPIs enabling data-driven decision-making on future workforce development strategies.
- Improved employee retention rates by creating engaging and interactive learning materials.
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Increased overall productivity by conducting regular skills gap analyses and addressing identified needs with targeted training interventions.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Managed new employee orientation training process for more than 200 employees each year.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Coordinated and prioritized required training courses for Collection employees.
- Reported directly to the Chief Compliance Officer and Chief Executive Officer.
Collections Supervisor
CO-MET
08.2021 - 05.2022
- Mentored junior staff members on best practices in debt collection techniques and procedures.
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
- Developed customized payment plans for consumers experiencing financial difficulties to minimize losses.
- Ensured compliance with state and federal regulations, and corporate polices for all collection activities.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
Collections Supervisor
ACSI
11.2018 - 07.2021
- Sprint/T-Mobile
- Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
- Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.
- Documented conversations with consumers and research into accounts.
- Interviewed and assisted in selection of candidates for Work at Home Program
Bilingual Agent/Operations Supervisor
Teleperformance
Tijuana
10.2013 - 08.2018
- Ability to set professional goals with Employees and develop strategies for job success
- Coordination of a team of more than 42 people
- Sending weekly and monthly daily reports, to establish goals requested by both our client and internal compliance
- Detection and resolution of incidents according to established protocols.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
Martin Luther King Jr Early Collage
08.2006 - 6 2009
High School Diploma -
Pacific High School
08.2009 - 06.2011
Skills
Performance Management
Strategic Planning
Workforce Management
Expectation setting
Customer Relationship Management (CRM)
Team Leadership
Verbal and written communication
Negotiation
Sales Techniques
Key Performance Indicators
Program Optimization
Dependable and Responsible
Friendly, Positive Attitude
Multitasking
Customer Service
Time Management
Project Planning
Regulatory Compliance
Certification
American Collectors Association, Train the Trainer (TSP) Mar 2023
Additional Information
Able to work from Home Office. Own Equipment: Dell XPS 16 Laptop 32GB RAM, Samsung Oddy49"Curved OLED 6 Zone Monitor 500GB Internal HD, Buffalo 3TB External HD. Cox Business VOIP Phone, Plaintronics Voyager 5200 Bluetooth Headset with Communiction Encryption 801.5, Encrypted Network, Redundant Internet and UPS Backup Power Supply. Ergonomic Chair and Task Lighting.
Communication Skills
I consider myself to be a proficient communicator with strong verbal and written communication abilities, adept at conveying complex ideas clearly and effectively to diverse audiences
Accomplishments
- Certification: Achieved American Collectors Association Professional Debt Collection Specialist.
- Certification: Achieved American Collectors Association Train the Trainer.
- Certification: American Collectors Association Bankruptcy
- Supervised team of 30 staff members.
- Award: Received CEO recognition award for Commitment to Service Excellence (which entitled me to valet parking free for 1 year)
Timeline
Collections/ Training Manager
ApexVox International
05.2022 - 02.2024
Collections Supervisor
CO-MET
08.2021 - 05.2022
Collections Supervisor
ACSI
11.2018 - 07.2021
Bilingual Agent/Operations Supervisor
Teleperformance
10.2013 - 08.2018
High School Diploma -
Pacific High School
08.2009 - 06.2011
Martin Luther King Jr Early Collage
08.2006 - 6 2009
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
I enjoy epic and classic movies
Classic Car Restoration
DIY Home Projects (Currently renovating home with Modern aesthetic's a traditional Mexican home
Landscaping and Outdoor Lighting
Continuing my Extended Education (Currently enrolled in Regulatory Compliance Certification)
I prefer to spend time at home with my family and daughter
I prefer to spend time at home with my family and daughter
I prefer to spend time at home with my family and daughter
I prefer to spend time at home with my family and daughter
I prefer to spend time at home with my family and daughter
I prefer to spend time at home with my family and daughter
I prefer to spend time at home with my family and daughter
I prefer to spend time at home with my family and daughter