Luis Angel
Operations Leader | Call Center Expert | Customer Service Excellence
Mexico City
Summary
As an accomplished professional in customer service operations, I am dedicated to delivering exceptional service and efficient call center operations. I have a proven track record in managing high-volume call centers, optimizing processes, implementing strategies, and enhancing team performance to achieve operational excellence and customer satisfaction. Proficient in data analysis, I identify improvement areas and execute effective plans to increase efficiency and productivity. My strong leadership, motivational, and interpersonal skills foster a positive work environment and enable effective collaboration. I am committed to continuous improvement, consistently exceeding expectations in driving customer service excellence and achieving business objectives.
Overview
16
16
years of professional experience
Work History
Merchant Experience Partner
DoorDash
02.2025 - Current
- 7 months
- Utilized excellent communication skills to resolve customer complaints promptly and professionally.
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Enhanced my product knowledge through regular training sessions, leading to better customer service and increased sales.
Senior Associate Service Management
AT&T
06.2024 - 02.2025
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked effectively in fast-paced environments.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Listened to customer needs and desires to identify and recommend optimal products.
- Performed cash, card, and check transactions to complete customer purchases.
Service Delivery Manager
Percepta
10.2021 - 05.2024
- 2 years 8 months
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Streamlined operations for improved customer satisfaction and retention rates.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Conducted regular reviews of service offerings, identifying gaps in the business, and recommending new solutions accordingly.
- Attended staff and client meetings and served as liaison to manage operations for account.
Operations Team Lead
Percepta
01.2021 - 10.2021
- 10 months
- Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Led a team of professionals to achieve project goals on time and within budget constraints.
- Enhanced client satisfaction by resolving issues promptly and maintaining open lines of communication.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Conducted regular reviews of operations and identified areas for improvement.
Operations Team Lead
TTEC
07.2017 - 01.2021
- Lead and coach a team of 18 teammates
- Attend meetings as necessary with operations or clients
- Hosted call calibrations/Huddles at team level
- Evaluate accordingly to QA guidelines
- CSAT/DSAT Verbatim Feedbacks/Coachings
- Team’s performance summary reports from raw data
- Supervisor calls when requested
- 3 years 7 months
Quality Assurance Specialist
TTEC
04.2013 - 07.2017
- Lead for QA Work Shops during Training phase.
- Attend meetings as necessary with operations or clients
- Hosted Call Calibrations
- Evaluate one site and off site
- Use of MS tools
- Main POC for Exb and Compass LOBs
- 4 years 4 months
QA analyst tier 1
Telvista
08.2011 - 03.2013
- Evaluate and Coach CSR’s.
- Worked with New Hire.
- Lead for QA Work Shops during training phase.
- Provided feedback and follow up’s daily.
- Use Microsoft Tools/ Applications that enable me to create progress reports.
- Excellent time management to accomplish training/coaching’s as required.
- Outstanding soft skills and motivation skills
- Attended meetings as necessary with operations and client
- 1 year 8 months
iConnect English Language Communication Development coach
TTEC
09.2011 - 07.2012
- Evaluate and Coach CSR’s.
- Work with iConnect, VOC and New hire bottom performers
- Provided feedback and preformed follow-ups
- Use Microsoft Tools/ Applications that enabled the creation of progress reports.
- Excellent time management to accomplish training/coaching’s as required.
- Soft skills used throughout the day.
- Lead LCD Internal Calibration's weekly.
- Attend meetings as necessary with Operations and LCD team.
- 11 months
TSR Tier 1
TSR Tier 1
10.2009 - 09.2011
- Provide customer service; Tier I Tech support/ Billing / Up- selling.
- Handle difficult and irate customers on calls.
- Use client systems/ tools.
- Provided floor support when needed and took supervisor calls when necessary.
- 2 years
Education
GED - High School/Secondary Diplomas and Certificates
San Jacinto College
01.1998
Skills
Proficient in American English
Skilled in Microsoft Office tools
Effective time management
Effective group participation
Call center management
Proficient in CRM tools
Bilingual communication expertise
Effective report generation
Team motivation strategies
Guiding professional development
Quality control optimization
Teamwork
Call center experience
Timeline
Merchant Experience Partner
DoorDash
02.2025 - Current
Senior Associate Service Management
AT&T
06.2024 - 02.2025
Service Delivery Manager
Percepta
10.2021 - 05.2024
Operations Team Lead
Percepta
01.2021 - 10.2021
Operations Team Lead
TTEC
07.2017 - 01.2021
Quality Assurance Specialist
TTEC
04.2013 - 07.2017
iConnect English Language Communication Development coach
TTEC
09.2011 - 07.2012
QA analyst tier 1
Telvista
08.2011 - 03.2013
TSR Tier 1
TSR Tier 1
10.2009 - 09.2011
GED - High School/Secondary Diplomas and Certificates
San Jacinto College
Similar Profiles
David MaxwellDavid Maxwell
Dasher at DoorDashDasher at DoorDash
Ryan FoleyRyan Foley
Delivery Driver at DoorDashDelivery Driver at DoorDash
Lakeacher WebsterLakeacher Webster
Independent Contractor at DoordashIndependent Contractor at Doordash
Jennifer AbdeljabbarJennifer Abdeljabbar
Associate, Project Management Office at DoorDashAssociate, Project Management Office at DoorDash
Sergio RojasSergio Rojas
Vice President of Business Development at La HausVice President of Business Development at La Haus