Microsoft Office Suite
Juan Rocha
Call Center Operations Manager
Garcia, Nuevo Leon, Mexico,Nuevo León
Summary
Project leader with 18 years of experience coordinating complex programs and supervising teams to attain business goals. Directs employees, mitigates project risks, solves standard and non-standard problems and reports to senior management. Demonstrates leadership, influencing and negotiating skills. Performs analytical problem-solving to overcome obstacles.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Project Coach II
AFNI
Monterrey, Nuevo Leon
02.2024 - Current
- Fostered a culture of continuous learning within project teams, promoting professional development opportunities and encouraging the sharing of best practices among peers.
- Manage up to 200 incoming calls per day from customers.
- Mentored junior team members to enhance their problem-solving abilities, leadership skills, and technical expertise.
- Evaluated ongoing project performance using data-driven metrics; adjusted strategy accordingly to achieve desired outcomes.
- Ensured timely delivery of high-quality deliverables with careful monitoring of milestones and adherence to deadlines.
Sr. Ops Manager
Segoso Mexico
Monterrey, Nuevo Leon
11.2021 - 12.2023
- Managed Customer Service & Collections (1st Party & 3rd Party) LOB´s.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored staff performance, continually seeking ways to improve team delivery for optimized financial success.
- Managed team by offering support and constructive feedback to improve skills and maximise potential.
Ops Manager
ItelBPO Smart Solutions
Kingston
05.2020 - 11.2021
- Managed 100+ team members national & international.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Created plans and communicated deadlines to complete projects on time.
- Managed complaints with calm, clear communication and problem-solving.
Ops Supervisor
ItelBPO Smart Solutions
Monterrey, Nuevo Leon
01.2020 - 04.2020
- Review agent’s daily results, concentrating on performance and contractual standards
- Manage up to 220 incoming calls and emails per day from customers.
- Drove solutions to predominant operations issues by identifying areas of deficiency and performing root-cause analysis.
- Developed and shared best practices across company to align with objectives and quality standards.
Sales- Leader
Lee Spring Mexico
Santa Catarina, Nuevo Leon
01.2019 - 12.2019
- Maintained smooth-running sales pipelines, improving timely campaign delivery and business revenue efficiency.
- White Glove Service to U.S base company with up to 25 orders per day.
- Sought and engaged new business through targeted telesales and strategic in-person pitching.
- Regularly updated Salesforce with accurate, up-to-date account information, enabling appropriate ongoing client care.
Ops Coordinator
Arvato Bertelsmann
Monterrey, Nuevo Leon
04.2016 - 12.2018
- Achieve established production hours and revenue goals and minimize lost revenue opportunities by managing absenteeism, attrition, and production stoppages
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Completed bi-weekly payroll for 120 employees.
Ops Supervisor
Arvato Bertelsmann
Monterrey, Nuevo Leon
09.2013 - 03.2016
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals.
- Trained new hires and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department.
- Managed daily operations, ensuring smooth workflow and optimal resource allocation across departments.
Education
High School Diploma -
Van Buren High School
Van Buren, Arkansas 08.2000 - 06.2003
Skills
Business Strategy
Salesforce CRM
Customer-Facing Leadership
Key Accounts and Territory Management
Opportunities Identification and Creation
Coaching techniques
Languages
- English-100%
- Spanish -Business Proficiency
- C2
- 6
Software
Timeline
Project Coach II
AFNI
02.2024 - Current
Sr. Ops Manager
Segoso Mexico
11.2021 - 12.2023
Ops Manager
ItelBPO Smart Solutions
05.2020 - 11.2021
Ops Supervisor
ItelBPO Smart Solutions
01.2020 - 04.2020
Sales- Leader
Lee Spring Mexico
01.2019 - 12.2019
Ops Coordinator
Arvato Bertelsmann
04.2016 - 12.2018
Ops Supervisor
Arvato Bertelsmann
09.2013 - 03.2016
High School Diploma -
Van Buren High School
08.2000 - 06.2003
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