Jose Manuel Almaraz Robles
Tlaquepaque,Jalisco
Summary
Accomplished Operations Manager & Supervisor with a proven track record at Teleperformance, enhancing team productivity and customer satisfaction through effective leadership and inter-department collaboration. Skilled in data analysis and team development, significantly increased revenue and reduced employee turnover by fostering a culture of accountability and professional growth.
Demonstrates deep understanding of customer service principles and proficiency in conflict resolution and team management, ensuring efficient and effective operations. Committed to driving customer satisfaction and team performance to achieve company goals.
Overview
13
13
years of professional experience
Work History
Operations Manager
Teleperformance
09.2021 - 04.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Develop strong relationship with client
- Participate with HR and leadership to support ESAT and employee retention plans
- Implemented business strategies to increase revenue
Customer Service Supervisor
Teleperformance
03.2018 - Current
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels and fostering team collaboration
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching and feedback
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Created, prepared, and delivered reports to various departments.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Actively participated in cross-functional projects, collaborating with colleagues from various departments to enhance overall service quality.
Customer Service Representative
Teleperformance
02.2016 - 03.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or technical support issues
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Sales Supervisor
Loreal
01.2012 - 02.2016
- Checked store merchandise regularly for proper display and replenishment.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Promoted exceptional customer service by engaging clients on sales floor.
- Coordinated promotional events to showcase product offerings effectively, attracting new customers to the brand.
Education
High School Diploma -
Escuela Preparatoria Vocacional
Guadalajara, Jalisco07-2010
Skills
- Problem-solving
- Time management
- Customer service
- Team building and leadership
- Decision-making
- Team development
- Coaching and mentoring
- Teamwork
- Communication
- Adaptability
- Inter-department collaboration
- Data Analysis
Programs & Tools
- Microsoft Office (Excel, outlook, powerpoint, word)
- Medallia
- Verint
- Jira
- Tableu
Languages
Spanish
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Timeline
Operations Manager
Teleperformance
09.2021 - 04.2022
Customer Service Supervisor
Teleperformance
03.2018 - Current
Customer Service Representative
Teleperformance
02.2016 - 03.2018
Sales Supervisor
Loreal
01.2012 - 02.2016
High School Diploma -
Escuela Preparatoria Vocacional
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