Oscar Iván Langarica Garcia
Tijuana
Summary
Professional call center leader prepared to streamline operations and enhance customer interactions. Extensive experience in coaching teams and implementing process improvements to elevate service quality. Known for fostering collaborative environments and adapting to dynamic business needs, with strong communication and organizational skills.
Overview
23
23
years of professional experience
Work History
Online ESL Teacher
Bedakids Inc
Shenzhen, China (Remote)
10.2020 - Current
- Facilitated engaging online English lessons using interactive tools and multimedia resources.
- Developed tailored lesson plans to meet diverse student needs and learning styles.
- Implemented feedback mechanisms to enhance student engagement and language retention.
- Adapted teaching methods according to each student''s unique learning style, leading to improved retention rates and higher test scores.
- Collaborated with parents to communicate student achievements and areas for improvement.
Call Center Coordinator
Farmacias Modernas De Tijuana SA De CV
Tijuana, Baja California, Mexico
06.2010 - Current
- Managed daily call center operations and scheduling staff shifts.
- Supported team in managing customer inquiries and resolving issues efficiently.
- Maintained accurate records of calls, ensuring data integrity for reporting purposes.
- Trained new hires on call center procedures and customer service standards.
- Collaborated with management to develop training materials for continuous improvement.
- Monitored call quality to ensure adherence to company policies and standards.
- Implemented feedback mechanisms to enhance customer satisfaction and service delivery.
- Engaged in cross-departmental communication to streamline processes and improve workflows.
- Managed workforce planning initiatives, ensuring appropriate staffing levels during holidays, weekends, and other peak times.
- Developed tailored coaching plans to address individual needs and improve overall team performance metrics in the long run.
- Organized team-building activities that fostered camaraderie among employees while promoting strong work ethic.
- Collaborated with IT department to troubleshoot technical issues, ensuring minimal downtime for call center operations.
- Conducted regular performance evaluations to assess strengths, weaknesses, and opportunities for growth among team members.
- Follow up on daily sales reports.
- Coordinate logistics for distribution and delivery of orders through different municipalities.
- Budgetary control
- Develop internal controls in compliance with ISO 9001-2000.
- Manage and prepare pre-payroll for call center staff and delivery agents, as well as to calculate and execute compensation payments.
English/Spanish Medical Interpreter
Language Services Associates Inc.
Remote
11.2012 - 09.2017
- Facilitated clear communication between clients and service providers in diverse settings.
- Ensured optimal service quality by adhering to strict confidentiality guidelines when dealing with sensitive information.
- Supported medical professionals in delivering quality care by interpreting patient information accurately and empathetically.
- Strengthened cross-cultural relationships by delivering culturally-sensitive interpretations to diverse audiences.
- Facilitated clear communication between Spanish-speaking patients and healthcare providers, ensuring accurate understanding of medical conditions.
- Interpreted complex medical terminology in real-time during patient consultations, enhancing care delivery and patient satisfaction.
Branch Manager
First Cash Financial Services
Tijuana, Baja California, Mexico
07.2009 - 06.2010
- Oversaw branch operations, ensuring compliance with company policies and regulations.
- Managed team performance through coaching and development, fostering a high-performance culture.
- Implemented process improvements to enhance customer service efficiency and satisfaction.
- Analyzed financial reports to identify trends and inform strategic decision-making for profitability.
- Monitored inventory levels, optimizing stock management to reduce costs and improve service delivery.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
Call Center Supervisor
Telvista
Tijuana, Baja California, Mexico
11.2002 - 11.2008
- Supervised daily operations, ensuring adherence to quality standards and customer satisfaction.
- Trained and mentored staff on effective communication techniques and problem-solving skills.
- Implemented process improvements that enhanced workflow efficiency and reduced call handling time.
- Monitored performance metrics, providing feedback to team members for continuous improvement.
- Coordinated scheduling and staffing to optimize resource allocation and meet service level agreements.
- Developed process controls and metrics for daily management of call center.
Education
Bachelor of Science - Computer And Information Sciences
UNIVERSIDAD AUTONOMA DE BAJA CALIFORNIA
Tijuana, Baja California, Mexico11-2007
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Online ESL Teacher
Bedakids Inc
10.2020 - Current
English/Spanish Medical Interpreter
Language Services Associates Inc.
11.2012 - 09.2017
Call Center Coordinator
Farmacias Modernas De Tijuana SA De CV
06.2010 - Current
Branch Manager
First Cash Financial Services
07.2009 - 06.2010
Call Center Supervisor
Telvista
11.2002 - 11.2008
Bachelor of Science - Computer And Information Sciences
UNIVERSIDAD AUTONOMA DE BAJA CALIFORNIA