Associate of Applied Science -
Portland Community College
Portland, OR 01.2013 - 01.2015
Alan Becerra
Field Operations & Talent Coordination
Beaverton,OR
Summary
Operations professional with 5+ years of experience leading field teams, managing staffing logistics, and supporting multi-site service environments. Skilled in hiring, scheduling, and mentoring staff in high-paced roles, with a focus on accountability, communication, and long-term team development. Known for clear follow-through, detail-oriented execution, and maintaining positive relationships across teams and clients. Fluent in English and Spanish, with a responsive, people-first leadership style.
Education
Business & Communication Coursework - undefined
Portland State University
Portland, OR 01.2015 - 01.2017
Skills
Candidate Sourcing & Scheduling
Interview Coordination & Follow-Up
Onboarding & Field Staff Training
Team Mentorship & Development
Labor Scheduling & Staff Oversight
Bilingual Communication (English / Spanish)
Microsoft Office & Mobile Reporting Tools
Relationship Building Across Teams
High-Volume Scheduling Logistics
Daily Operations & Client Relations
Staff Performance Reviews & Coaching
Employee Attendance & Retention Strategy
Work History
Operations Manager
Bright Sky Inc.
09.2023 - 03.2025
- Recruited and onboarded over 40 field staff across 7 industrial client sites.
- Led hiring efforts in response to urgent client demand, often sourcing and placing candidates within days.
- Managed shift scheduling, daily coverage, and performance feedback.
- Partnered with team leads to develop internal promotions and reduce turnover by 25%.
- Provided ongoing coaching to support team growth and retention.
- Delivered weekly reports on staffing, operations, and site needs to upper leadership.
- Built strong rapport with teams and clients, ensuring consistent service and communication.
- Conducted site walk-throughs to assess employee performance and ensure client expectations were being met.
- Handled employee relations, including attendance follow-ups, coaching conversations, and support during leave or injury accommodations.
- Collaborated with leadership to support staffing for new client launches and expand into additional territories.
Account Manager
State Farm Insurance
09.2022 - 09.2023
- Provided bilingual service for personal and commercial insurance clients, including quoting, coverage reviews, and service resolution.
- Closed 10–15 new policy packages weekly, including bundled auto/home/life coverage.
- Retained over 85% of clients during rate increases through clear communication and trust-building.
- Trained new hires on CRM usage and service protocols, reducing team errors by 15%.
Case Specialist (Consumer Resolutions)
Wells Fargo
08.2018 - 09.2022
- Managed fraud and compliance cases, producing audit-ready documentation and resolving 35–45 complex cases monthly.
- Identified patterns and contributed to process improvements that impacted multiple branches.
- Provided high-quality bilingual support in sensitive customer scenarios.
Bilingual Phone Banker
Wells Fargo
09.2014 - 08.2018
- Supported over 1,000 customer accounts monthly in both English and Spanish.
- Achieved 98.6% QA rating while maintaining industry-leading call handling times.
- Trained new team members on fraud protocols, account handling, and service consistency.
Overview
11
11
years of professional experience
4
4
years of post-secondary education