Jonathan Lara Martinez
Operations Director
Mexico City
Summary
Talented Operations Director skillful developing and implementing policies, procedures and plans to enhance and direct company activities. Successful background growing revenue, allocating resources and coordinating plans by utilizing excellent verbal and written communication, program management and team leadership abilities gained during 14-year career in the call center industry.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Director of Sales
Allied Customer Solutions
Mexico City
11.2023 - Current
- Managed financial resources with a focus on cost control, leading to significant savings without compromising service quality.
- Improved company revenue by collaborating with marketing, sales and service departments.
- Built strong relationships with stakeholders at all organizational levels, fostering collaboration between departments for optimal results.
- Maintained excellent customer relationships through consistent delivery on commitments.
- Reviewed financial and operational reports on regular basis to make effective decisions.
- Negotiated contracts with vendors, ensuring competitive pricing and favorable terms for the organization.
- Streamlined operations by implementing efficient processes and policies, resulting in improved productivity and reduced costs.
- Conducted performance evaluations and provided constructive feedback to team members, promoting professional growth and development.
- Oversaw day-to-day production activities in accordance with business objectives.
- Led, supervised and provided strategic direction for workforce of 75 employees.
Operations Manager
TTEC
Mexico City
07.2018 - 10.2023
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced turnaround time for project completion through effective resource allocation and team management.
Operations Supervisor
TTEC
Mexico City
07.2017 - 10.2018
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
- Completed bi-weekly payroll for 35 employees.
Trainer
TTEC
Mexico City
08.2016 - 08.2017
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Collaborated with subject matter experts to create accurate training content.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Engaged with subject matter experts to ensure training content accuracy and relevance.
- Trained and mentored 75 new personnel hired to fulfill various roles.
Customer Service Representative
TTEC
Mexico City
07.2014 - 08.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Sales Supervisor
Sunset Resorts
Cancun Quinta Roo
07.2012 - 08.2014
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
Sales Associate
Bordados Lara
Mexico City
08.2010 - 08.2013
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Education
No Degree - Accounting
University of Oklahoma
Oklahoma USASkills
Organizational development
Accomplishments
- Achieved opening a new site in Mexico city in one year going from one client of 5 agents to 7 clients and over 75 agents in less than a year.
Timeline
Director of Sales
Allied Customer Solutions
11.2023 - Current
Operations Manager
TTEC
07.2018 - 10.2023
Operations Supervisor
TTEC
07.2017 - 10.2018
Trainer
TTEC
08.2016 - 08.2017
Customer Service Representative
TTEC
07.2014 - 08.2016
Sales Supervisor
Sunset Resorts
07.2012 - 08.2014
Sales Associate
Bordados Lara
08.2010 - 08.2013
No Degree - Accounting
University of Oklahoma
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