Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Benjamin Tirado

Colorado Springs,CO

Summary

Energetic and positive leader seeking the Services Operations Manager role to aid in the growth and overall success of the CCC and Keysight. I am a quick learner with the ability to effectively align with my constituents. I am also approachable, diplomatic and results oriented with a proven commitment to employee training, team cohesiveness and organizational excellence; always ready to assist my team with any help or decisions that need to be made in a fluid, dynamic environment.

Overview

13
13
years of professional experience

Work History

Team Lead, Call Team

Keysight Technologies
09.2021 - Current
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Facilitator and presenter for all team meetings.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

Team Lead, Lead Qualification Team

Keysight Technologies
07.2017 - 09.2021
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings for the organization.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Held weekly team meetings to inform team members on company news and updates.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.

First Contact Sales Agent

Keysight Technologies Inc.
06.2016 - 07.2017
  • Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Assess and assign service requests, quote requests and purchase orders.
  • Maintain the Raytheon email node ensuring a high level of service for this key account.

Bartender and Shift Manager

I Love Burgers
03.2014 - 03.2016
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Supervised employees and oversaw quality compliance with company standards for food and services.

Assistant General Manager

C.B. & Potts
07.2011 - 01.2014
  • Responsible for all liquor ordering and inventory, as well as scheduling for all of the "Front of House" staff.
  • Lead a team of motivated individuals to successfully maintain corporate image, values and principles.
  • Trained all new bar employees on corporate standards and bar recipes.
  • Developed and maintained positive customer relationships resulting in new and returning guests.

Education

No Degree - American History

University of Northern Colorado
Greeley, CO

Skills

  • Performance Improvement
  • Coaching and Mentoring
  • Employee engagement
  • Process improvement
  • Active listening
  • Time management
  • Decision making
  • Agile methodologies
  • Call Center Operations
  • Giving Constructive Feedback

Accomplishments

  • Graduate of the 2018 Leadership Program.
  • Named Key Contributor three times.
  • Featured on the "Kaizen Wall of Fame".
  • Trained all of the Call Team in CET, and currently assist the trainers in facilitating the CCC CET training.
  • Tested and aided with the introduction of Keysight's new phone application: TalkDesk.
  • Authored the complete process documents for the Lead Qualification Team.

Timeline

Team Lead, Call Team

Keysight Technologies
09.2021 - Current

Team Lead, Lead Qualification Team

Keysight Technologies
07.2017 - 09.2021

First Contact Sales Agent

Keysight Technologies Inc.
06.2016 - 07.2017

Bartender and Shift Manager

I Love Burgers
03.2014 - 03.2016

Assistant General Manager

C.B. & Potts
07.2011 - 01.2014

No Degree - American History

University of Northern Colorado

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Benjamin Tirado