Microsoft Excel
Rafael Lopez Villalobos
General Services Manager
Chihuahua
Summary
Adept at operations management and fostering team leadership, I spearheaded initiatives at AutoZone that significantly enhanced efficiency and employee satisfaction. By implementing Six Sigma methodologies and optimizing workforce planning, I not only improved service delivery but also played a pivotal role in achieving organizational goals, demonstrating a strong ability to drive continuous improvement and customer service excellence.
Overview
9
9
years of professional experience
3
3
Languages
Work History
General Services Manager
AutoZone
09.2020 - Current
- Established clear performance metrics and evaluated staff progress regularly, promoting a culture of continuous improvement within the department.
- Collaborated closely with other department managers to ensure alignment on organizational goals.
- Improved employee satisfaction by fostering a collaborative work environment and providing ongoing professional development opportunities.
- Optimized space utilization in facilities through strategic planning and layout adjustments, maximizing efficiency for employees.
- Streamlined operations by implementing efficient processes and procedures for the general services department.
- Supervised a team of support staff, ensuring high-quality service delivery and customer satisfaction across all departments.
Contact Center Manager
Teleperformance
08.2016 - 09.2020
- Streamlined workflow processes to maximize efficiency within the contact center operations.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Increased employee retention through effective coaching, mentoring, and professional development opportunities.
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
Education
Master of Science - Law
Universidad Autonoma De Chihuahua
Chihuahua City, Chihuahua, Mexico 05.2001 -
Bachelor of Science - Philosophy
Universidad Autonoma De Chihuahua
Chihuahua City, Chihuahua, Mexico 05.2001 -
Skills
Operations management
Workforce planning
Cost control
Six sigma methodologies
Team leadership
Customer service management
Software
SQL
SAS Programming
Microsoft Power Automate Flows
Jira
Timeline
General Services Manager
AutoZone
09.2020 - Current
Contact Center Manager
Teleperformance
08.2016 - 09.2020
Master of Science - Law
Universidad Autonoma De Chihuahua
05.2001 -
Bachelor of Science - Philosophy
Universidad Autonoma De Chihuahua
05.2001 -
Similar Profiles
Jerod AllenJerod Allen
Retail Sales Associate at AutoZoneRetail Sales Associate at AutoZone
Ezra DixonEzra Dixon
Commercial Driver at AutoZoneCommercial Driver at AutoZone
Michelle CritelliMichelle Critelli
Commercial Sales Manager at AutoZoneCommercial Sales Manager at AutoZone