Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Perla Rojas

Operations Manager - Customer Experience
Zapopan,Jalisco

Summary

Talented Manager with expert team leadership, planning, and organizational skills built during successful career with management abilities and results-driven approach. Smoothly equip employees to independently handle daily functions and meet customer needs.

Overview

3
3
years of professional experience

Work History

Manager Customer Experience Operations

Alorica
10.2023 - 07.2024
  • Oversaw the performance of a financial account, Koalafi, with over 60 employees including 4 supervisors.
  • Focused on the performance of Collections, Customer Satisfaction, Quality Assurance, Attrition, Employee Net Promoter Score, Bill to Pay, and Retention, while developing a team of leadership to create an independent and resourceful environment
  • Strategized and executed actions to achieve low attrition by revamping the hiring process and built a system to help foresee and prevent potential attrition.
  • Worked with upper leadership to restructure OPI (Operation Performance Index) goals for the account by making it achievable yet challenging.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Earned client incentives through exceptional KPI Performance that generated additional revenue that surpassed 100k in 6 months.

Sr. Team Manager

Alorica
02.2023 - 10.2023
  • Maintained steady metrics during the 2-month transition period then started raising client metrics to record breaking numbers
  • Outperformed competitor sites in May 2023 with the highest CSAT (Customer Satisfaction) in the account's history with an 85.7%
  • Coordinated staffing needs for a line adherence account while maintaining a healthy BTP (Bill to Pay)
  • Created bonds with the client through daily open and efficient communication
  • Spearheaded strategic planning efforts, aligning team goals with organizational objectives for sustained growth.

Team Manager

Alorica
08.2022 - 02.2023
  • Worked with a team of 16 representatives supporting 4 LOB's (line of business); Collections, Loans, Leases, Customer Service.
  • Led a successful customer service team stand above goal in CSAT and maintained the team's quality assurance score at an average of 95% for the last half of the year from a 90% goal
  • Participated in FTE (Full Time Employee) planner reviews and help structure the company's growth based on the volume and attrition projected.

Trainer

Alorica
04.2021 - 08.2022
  • Onboarded new hires in Comdata for seven of their line of businesses included in the financial sector simplifying complex tasks to make learning adjustable for both young and adult talent.
  • With over 1 year in the position, I also onboarded new leadership integration and handled unique situations with care and professionalism.
  • Being a trainer helped develop abilities to foresee situations that may need attention to prevent undesired situations while creating a sense of urgency.

Education

Diploma -

St. Charles West High School
St. Charles, Missouri
01.2016 - 2020.05

Skills

Operations and Project Management

Team building

Organization and Coordination Skills

Analytical Thinking

Adaptability and Flexibility

Detail Oriented

Staff Development

Time Management

Operations and Project Management

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
French
Intermediate (B1)

Timeline

Manager Customer Experience Operations

Alorica
10.2023 - 07.2024

Sr. Team Manager

Alorica
02.2023 - 10.2023

Team Manager

Alorica
08.2022 - 02.2023

Trainer

Alorica
04.2021 - 08.2022

Diploma -

St. Charles West High School
01.2016 - 2020.05

Similar Profiles

CREATE PROFILE
Perla RojasOperations Manager - Customer Experience