Carmen Flores
Chicago,IL
Summary
Dynamic and results-oriented manager with over 10 years of expertise in office, call center, and security team leadership. Proven ability to drive operational excellence, streamline processes, and lead high-performing teams. Adept at handling large-scale events, managing cross-functional teams, and ensuring the highest levels of customer satisfaction and safety. Fluent in English and Spanish, with a strong command of technology platforms and systems.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Call Center Manager
BriteLift Inc
Northbrook, IL
01.2023 - Current
- Spearhead the development and analysis of performance reports, using key metrics to enhance call center efficiency and identify areas for improvement.
- Conduct in-depth call reviews, collaborating with department heads to address issues and streamline communication across teams.
- Coordinate with cross-functional departments to ensure client information is regularly updated and accurate, improving customer service and operational flow.
- Lead onboarding and training initiatives, equipping new call center representatives with the skills and knowledge to excel in customer interactions.
- Drive continuous process improvements by aligning call center operations with company goals and customer expectations.
Security Team Manager
Armour
Chicago, IL
08.2021 - Current
- Strategically deploy and reposition security personnel during high-profile sporting and social events to ensure seamless coverage and swift response to evolving challenges
- Manage large-scale health and safety incidents, expertly handling situations such as intoxicated or ill attendees, minimizing risk while maintaining event flow.
- Collaborate with event organizers to coordinate security logistics, staffing levels, and emergency response strategies.
- Oversee payroll, time card management, and scheduling for security staff, optimizing workforce allocation for maximum event coverage.
- Lead rapid response efforts, ensuring staff are deployed to handle urgent situations or address gaps in security.
- Maintain and inspect security equipment, ensuring all tools are operational and available for deployment.
Site Operations Manager
Site Ops
Chicago, IL
08.2021 - Current
- Oversee a team responsible for building event infrastructure, including floors, stages, and signage.
- Hire, supervise, and manage payroll for staff, ensuring efficient coordination and task assignment.
- Collaborate with food court and VIP management to ensure seamless event execution and satisfaction for VIP guests.
- Handle logistics for lighting, tables, chairs, and other event setups, ensuring everything is delivered and installed correctly.
- Manage all staffing operations, including credential distribution, break schedules, and on-time arrivals, while addressing customer complaints.
- Act as the Box Office and Customer Service Manager for Riot Fest, handling customer inquiries and overseeing ticket operations.
Floater - In-House Security
Radius
Chicago, IL
08.2021 - Current
- Assisted in establishing the in-house security team, which is now fully operational.
- Act as a floater, assisting with ID checks, pat-downs, and providing backstage support for events.
- Collaborate with medical staff to assist with attendee health concerns, ensuring safety protocols are followed.
Staffing Manager & Security Lead
Avondale/Patio Bar
Chicago, IL
06.2013 - Current
- Lead staffing and payroll operations for all events, ensuring seamless show execution.
- Work closely with artists, security tour managers, and backstage teams to coordinate security and artist needs.
- Assist medics with health incidents, manage lost and found, and handle ticket scanning, ensuring no technical issues disrupt event flow.
- Provide uniforms and manage backstage security to ensure proper artist and crew access.
Student Transportation Coordinator
BriteLift Inc
Northbrook, IL
08.2021 - 01.2023
- Orchestrated transportation logistics for students, managing timely pickups and drop-offs to educational institutions, work sites, and medical appointments.
- Acted as the key point of contact for drivers, school districts, and staff, ensuring smooth communication and efficient operations.
- Handled critical administrative tasks, including invoicing, billing, and customer service inquiries, consistently achieving high customer satisfaction ratings.
- Managed compliance by maintaining up-to-date driver permits and licensing, ensuring adherence to all regulatory requirements.
Office Manager
303 Taxi LLC
Chicago, IL
06.2008 - 12.2019
- Directed all aspects of employee documentation, recruitment, training, and performance management, contributing to a cohesive and effective team.
- Supervised payroll, scheduling, and operational workflows, consistently meeting company objectives and enhancing service delivery.
- Processed payments, resolved customer service issues, and managed corporate accounts, maintaining strong client relationships and ensuring financial accuracy.
- Coordinated high-visibility promotional events such as fundraisers and parades, increasing brand visibility and community engagement.
- Ensured legal compliance by managing driver contracts and maintaining current, valid licensing for all drivers.
Education
High School Diploma -
Lakeview High School
Chicago, IL01.1991
Skills
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Fluent in Google Suite, Slack, Amazon Connect, and Avaya phone systems
- Bilingual: Fluent in Spanish and English
- Expertise in performance metrics analysis and cross-departmental collaboration
- Strong leadership and team-building abilities, with a focus on employee development and customer satisfaction
- Excellent time-management, critical thinking, and problem-solving skills in high-pressure environments
- Strong attention to detail and ability to thrive in dynamic, fast-paced settings
Languages
- Bilingual: Fluent in Spanish and English
Certification
Perks Card License (Security Officer Certification)
Issued by the State of Illinois
- Certified to perform security services for public and private events, ensuring compliance with state regulations and safety standards.
- Authorized to manage security operations, including crowd control, access management, and emergency response.
- Trained in incident reporting, conflict resolution, and first aid response, providing a comprehensive skill set for high-pressure environments.
Timeline
Call Center Manager
BriteLift Inc
01.2023 - Current
Security Team Manager
Armour
08.2021 - Current
Site Operations Manager
Site Ops
08.2021 - Current
Floater - In-House Security
Radius
08.2021 - Current
Student Transportation Coordinator
BriteLift Inc
08.2021 - 01.2023
Staffing Manager & Security Lead
Avondale/Patio Bar
06.2013 - Current
Office Manager
303 Taxi LLC
06.2008 - 12.2019
High School Diploma -
Lakeview High School
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