Anthony Rodriguez
Director Of Operations
Agua Dulce,CA
Summary
Performance-driven Director with 8 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment. I am a lover of people and it is of high importance to create an inclusive, safe and fun work environment for my teams and fellow employees.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Director of Operations/Call Center
ServiceUp
Los Gatos, CA
06.2022 - Current
- Took entrepreneurial approach to enable technical expertise of customer services organization.
- Built and sustained trusting client relationships.
- Drove financial performance through productivity analysis, contract terms and resource planning.
- Defined, implemented and revised operational policies and guidelines.
- Monitored and coordinated workflows to optimize resources.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Documented processes and drafted SOPs to comply with regulations and company policies.
- Set team and individual KPIs and provided regular, actionable feedback.
- Achieved team goals through formalized training plans, coaching and performance management.
- Hired, developed, motivated and retained top talent.
Director of Operations/Call Center
HyreCar
Los Angeles, CA
11.2020 - 10.2022
- Manage a growing billing team of 20+ local customer care agents, a 80+ near shore call center team, and a 15+ client relations team
- Scale and optimize service teams to support a variety of users (B2B and B2C) with 24x7 availability across email, chat, and phone
- Lead day-to-day operations with an extremely high attention to detail from staffing to process and policy
- Enforce and strengthen performance management culture by creating performance improvement plans and identifying training opportunities
- Collaborate cross-functionally with the Sales, Product, and Engineering teams to optimize the customer experience and simplify future workflow
- Drive continuous improvement of the customer experience by leveraging data-driven decision-making
Operations Manager
HyreCar
Los Angeles, CA
01.2020 - 11.2020
- Oversee hiring objectives and job description creation
- Monitor both internal and external teams while providing guidance to leadership
- Build custom reports with system data to track agent productivity to use when developing KPI’s
- Set monthly KPI’s, goals and incentives
- Serve as a direct point of contact for external call center to ensure success, growth and scalability
- QA internal and external teams to track progress and growth while streamlining workflow
Operations Project Coordinator
HyreCar
Los Angeles, CA
02.2019 - 01.2020
- Develop and execute training programs for multiple departments and teams
- Execute a successful transition from in-house customer support to a call center
- Structure policies to align with Owner Protection Plans
- Serve as a point of contact for tech development when testing new product before deployment
- Report directly to the VP of Operations & Product when assigned projects to ensure timely and consistent completion
Operations Support Lead
HyreCar
Los Angeles, CA
04.2018 - 02.2019
- Serve as a point of escalation for tier 2 agents
- Initiate payments and settlements for users
- Monitor incoming calls and tickets to ensure quality service
- Claims Process Education
- Troubleshoot user account issues
- Billing and Refunds
Marketing Manager
Wag
Los Angeles, CA
10.2017 - 03.2018
- Manage large volume of incoming SMS messages, calls & emails
- Address customer complaints empathetically while providing appropriate solutions and alternatives
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide feedback and innovations to improve sales, marketing goals and to identify new market opportunities
- Meet personal/team qualitative and quantitative targets
Education
Bachelor of Arts - Visual And Performing Arts
AMDA College of The Performing Arts
Los Angeles 09.2012 - 09.2014
Bachelor of Science - Visual And Performing Arts
The University of The Arts
Philadelphia, PA 09.2010 - 10.2012
Skills
Project Management Microsoft
Microsoft Office
Reports & ImplementationCRM Education & Customization
Policy Analysis & Creation
Call Center DevelopmentClient needs assessments
Written and verbal communication
Process improvements
Strategic planning and execution
Recruitment
Coaching and mentoring
Staff training/development
Performance metrics analysis
Relationship building and retention
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Director of Operations/Call Center
ServiceUp
06.2022 - Current
Director of Operations/Call Center
HyreCar
11.2020 - 10.2022
Operations Manager
HyreCar
01.2020 - 11.2020
Operations Project Coordinator
HyreCar
02.2019 - 01.2020
Operations Support Lead
HyreCar
04.2018 - 02.2019
Marketing Manager
Wag
10.2017 - 03.2018
Bachelor of Arts - Visual And Performing Arts
AMDA College of The Performing Arts
09.2012 - 09.2014
Bachelor of Science - Visual And Performing Arts
The University of The Arts
09.2010 - 10.2012