Luis SanJuan
Los Angeles,California
Summary
Self-motivated Operations Manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Call Center Operations Manager
Brightwave Solar
Valencia CA
12.2018 - 12.2023
- Successfully led team of 50 in high-volume call center, achieving and exceeding sales target
- Implemented process improvements resulting in 25% higher yield in appointment, enhancing overall efficiency and customer satisfaction
- Proactively managed customer relationships, ensuring exceptional service and addressing escalated issues with professionalism and empathy.
- Managed daily call center operations, ensuring optimal staffing levels to meet service level objectives.
- Ensured consistent delivery of exceptional customer experiences by monitoring calls and providing constructive feedback to agents.
- Managed budget allocation for staffing, training, equipment purchases, updating technology systems as needed for maximum efficiency
- Managed daily call center operations, ensuring optimal staffing levels to meet service level objectives
- Reduced employee turnover by fostering positive work environment and providing career growth opportunities
Education
High School Diploma -
ParkRidge Private School
Long Beach California 05.2001 -
Skills
Report Writing
Social Media Engagement
Coaching and Mentoring
Attendance monitoring
Staff Motivation
Call Center Technology
Schedule Coordination
Policy Enforcement
Compliance Management
Remote Team Management
Appointment Scheduling
Timeline
Call Center Operations Manager
Brightwave Solar
12.2018 - 12.2023
High School Diploma -
ParkRidge Private School
05.2001 -
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