Uriel Armando Flores
Born to make a difference.
Valparaíso
Summary
Adept at project management and team leadership, I significantly enhanced project delivery efficiency by 30% at SpectrumVoIP. My expertise in strategic planning and cross-functional collaboration, coupled with a knack for problem-solving, has consistently exceeded employer expectations. Skilled in multitasking and adaptability, I excel in fast-paced environments, ensuring high-quality outcomes and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Project Manager
SpectrumVoIP (Nir-Yu Contract)
06.2024 - 09.2024
- The Project Manager (PM) at SpectrumVolP is responsible for overseeing the implementation of new service for our customers.
- Excellent verbal and written communication skills, strong time management and work ethic.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Long verbal, written, analytical and interpersonal skills.
- Willingness to perform work on projects as well as direct them.
- Ability to manage multiple tasks and projects, and effectively prioritize and execute tasks in a high-pressure environment.
SpectrumVolP, Inc. is an Equal Opportunity Employer - Manage customers through SpectrumVolP's on-boarding process.
- Obtain necessary technical and business information required from customers/vendors and update records in our CRM
- Delegate tasks on the project to other departments best positioned to complete them.
- Make effective decisions when presented with multiple options for how to progress with project.
- Serve as a point of contact for team members and the client, so that all parties are kept up to date with the progress of the project and actions are clearly laid out.
- Monitor progress and provide updates to management on project progress on a consistent basis to maintain standards expected.
- Meet deadlines and produce efficient, high quality work to ensure client expectations are exceeded and met.
- Measure project performance to identify areas of improvement.
- Maintain and build trusted relationships with leadership, colleagues, and staff.
- Acts as the first escalation contact for orders that do not go as planned during onboarding.
- Follows up with customers after delivery of service to ensure that service has been delivered to the customer's satisfaction and to hand off the project to the service team for future maintenance. Occasionally works outside of normal business hours to accommodate delivery specifications.
- Other duties as assigned
Primary School English Teacher
ProNi
04.2020 - 12.2023
- Developed a comprehensive glossary of industry-specific terms to improve translation accuracy and consistency across projects.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Maintained message content, tone, and emotion as closely as possible.
- Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, persons of interest, and suspects.
- Enhanced operational efficiency in multinational companies, interpreting during staff meetings, training, and corporate announcements.
- Supported non-profit organizations in outreach efforts by interpreting promotional materials and speeches, increasing engagement within Spanish-speaking communities.
- Utilized multimedia resources such as videos, audio recordings, and online tools to supplement traditional teaching methods and capture students'' interest in English content.
- Reduced classroom disruptions by establishing clear expectations and consistent routines, fostering a productive learning environment.
- Incorporated diverse literature selections into curriculum, exposing students to various perspectives and promoting cultural awareness.
- Facilitated peer editing sessions among students, fostering collaboration and critical thinking skills in the revision process.
- Enhanced student literacy skills by implementing focused reading and writing activities.
- Increased student engagement through the implementation of project-based learning experiences related to real-world scenarios.
- Supported English language learners by incorporating visual aids and differentiated instruction techniques into lessons.
- Managed classroom behavior effectively, utilizing redirection strategies and collaborating with support staff as needed.
- Contributed to school-wide professional development initiatives, sharing best practices for teaching English at the primary level.
- Collaborated with colleagues to develop interdisciplinary units, enriching students'' understanding of English within a broader context.
- Communicated effectively with parents and guardians regarding student progress, addressing concerns proactively to foster positive relationships.
- Boosted student confidence and participation through the use of positive reinforcement strategies.
- Assessed student progress regularly, adapting instruction to meet individual needs and promote growth.
- Created and implemented activities to foster critical thinking skills of students.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
Quality Assurance Auditor (English and Spanish)
Amazon (Aerotek Contract)
11.2016 - 03.2017
- Educate and oriente sellers to improve compliance with quality control protocols.
- Monitored departmental forms for compliance to submissions rules and guidelines.
- Identified issues of non-compliance while elevating Amazon seller support accounts
- Enhanced product quality by conducting audits and identifying areas that need improvement during the verification of seller account
- Gathered and reviewed current data to determine areas in need of improvement.
- Determined correct procedures for inspection and review to standardized audit processes.
- Maintained meticulous clinical trial documentation to show compliance with institutional policies and federal regulations.
- Verified manufacturing team compliance with quality control processes to help minimize rework and keep costs low.
- Reviewed work instructions and production strategies to verify compliance with established standards.
- Evaluated finished products and assigned grades based on factors such as color and texture.
- Compared quantity, quality and labeling of customer orders to check accuracy and completeness.
- Maintained a comprehensive understanding of changes in industry guidelines and regulations, adjusting audit approaches as necessary to maintain compliance and uphold the highest standards of product quality.
- Examined products for imperfections and defects.
- Sampled products to verify compliance with standards
- Provided feedback to production team regarding product quality.
Bar and Concessions Captain/ Banquet Captain
Lynnwood Convention
08.2016 - 12.2016
- Supervised and mentored kitchen and serving staff.
- Liaised with venue management to monitor logistics and timelines.
- Oversaw timeliness and quality of food delivery at high-volume events.
- Developed and maintained strong relationships with suppliers, securing best products for events.
- Maintained accurate records of event details, client communications, and financial transactions to ensure seamless organization and execution.
- Improved team efficiency with comprehensive pre-event briefings and debriefings.
- Assisted sales team in upselling additional services or amenities to clients, increasing overall revenue for the company.
- Led team meetings to discuss upcoming events, assign roles, and set expectations.
- Ensured compliance with safety regulations, maintaining a safe working environment for both staff and guests.
- Reduced event setup times, allowing for more bookings, by optimizing staff assignments and workflows.
- Managed inventory of banquet equipment, ensuring availability and quality for events.
- Coordinated large-scale banquet events, ensuring seamless execution by effectively managing event staff.
- Resolved customer complaints effectively, turning potentially negative experiences into opportunities for improvement.
- Increased repeat business by developing strong relationships with clients and consistently delivering exceptional service.
- Coordinated with event planners for seamless event organization, leading to increased positive reviews.
- Enhanced event ambiance with creative table settings and decor arrangements.
- Improved overall service quality by conducting regular staff training sessions and performance evaluations.
- Maintained clean and safe work environment.
- Refilled beverage glasses, cleared and reset tables, and stocked service areas.
- Replenished condiments and other supplies at tables and service bars.
- Assisted customers in selecting menu items, answering questions and providing general information.
Customer Service Subject Matter Expert
Google Play (Xerox Contract)
11.2013 - 05.2016
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Implemented a comprehensive knowledge base system, improving access to information for both team members and customers alike.
- Developed and implemented training programs to increase team knowledge and performance in handling customer inquiries.
- Collaborated with cross-functional teams to improve overall customer experience and product quality.
- Evaluated existing workflows to uncover areas of potential improvement or optimization, leading to more streamlined operations.
- Streamlined customer service processes for improved efficiency and increased positive feedback.
- Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
- Contributed to the development of departmental goals aligned with the organization''s mission and values.
- Reduced average call length by creating effective troubleshooting guides and resources for agents.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Call Center In-bound and Out-bound, Phone and email, Device and App Support... etc!
Banquet Server
Oki Golf
06.2013 - 09.2014
- Handled food and beverage orders for up to unlimited number of guests, delivering prompt and friendly service.
- Set up banquet tables and chairs based on event requirements.
- Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large-scale events.
- Enhanced customer satisfaction by providing efficient and friendly service during banquet events.
- Provided friendly, courteous service to create memorable moments for guests.
- Carried out professional service, retaining polite and friendly approach at all times.
- Worked with banquet manager to coordinate event set up and schedule.
- Increased overall event success by anticipating guests'' needs and promptly addressing requests or concerns.
- Adhered to all health and safety regulations while serving food and beverages.
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Contributed to positive guest feedback by consistently delivering high-quality service in a professional manner.
- Efficiently resolved guest complaints using excellent problem-solving skills resulting in satisfied customers who continued attending future events at the venue.
- Contributed to achieving high customer satisfaction scores through prompt and courteous service.
- Optimized inventory management, reducing waste by accurately tracking and reporting usage of supplies.
- Maintained clean and safe work environment.
- Assisted in post-event breakdown and cleanup, ensuring venues were promptly returned to their original state.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
Education
Bachelor of Science - Management Information Systems
UTEL
Mexico, México, Mexico 05.2001 -
Bachelor of Science - Bachelor's Degree In English Teaching
Cuauhtémoc University, Aguascalientes Campus
Aguascalientes, Mexico 05.2001 -
LinguaSkills Certification - English Proficiency
University of Cambridge
Zacatecas City, Zacatecas, Mexico 05.2001 -
University Diploma - English Education
Universidad Autonoma De Zacatecas
Zacatecas 05.2001 -
TKT Module 1, 2, & 3 Certification - Teaching English As A Second Language (ESL)
University of Cambridge
Zacatecas City, Zacatecas, Mexico 05.2001 -
High School Diploma -
Savanna High School
Anaheim, California 05.2001 -
Skills
Project Management
Project Planning
Project planning and development
Project tracking
Team Bonding
Cross-Functional Collaboration
Technical understanding
Processes and procedures
Problem-Solving
Team Leadership
Teamwork and Collaboration
Decision-Making
Time management abilities
Adaptability and Flexibility
Organizational Skills
Multitasking
Work Planning and Prioritization
Customer relations specialist
Advanced problem solving
Project Closure
Coaching and Mentoring
Project scope
Productivity Improvement
Data Analysis
Document Management
Technical Support
Schedule Management
Strategic Planning
Work flow planning
Project Scheduling
Timeline
Project Manager
SpectrumVoIP (Nir-Yu Contract)
06.2024 - 09.2024
Primary School English Teacher
ProNi
04.2020 - 12.2023
Quality Assurance Auditor (English and Spanish)
Amazon (Aerotek Contract)
11.2016 - 03.2017
Bar and Concessions Captain/ Banquet Captain
Lynnwood Convention
08.2016 - 12.2016
Customer Service Subject Matter Expert
Google Play (Xerox Contract)
11.2013 - 05.2016
Banquet Server
Oki Golf
06.2013 - 09.2014
Bachelor of Science - Management Information Systems
UTEL
05.2001 -
Bachelor of Science - Bachelor's Degree In English Teaching
Cuauhtémoc University, Aguascalientes Campus
05.2001 -
LinguaSkills Certification - English Proficiency
University of Cambridge
05.2001 -
University Diploma - English Education
Universidad Autonoma De Zacatecas
05.2001 -
TKT Module 1, 2, & 3 Certification - Teaching English As A Second Language (ESL)
University of Cambridge
05.2001 -
High School Diploma -
Savanna High School
05.2001 -