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
- 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
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