Desi Abarca
Bartow,FL
Summary
- Senior Operations Manager with 10+ years of experience following corporate protocol to provide responsible departmental oversight. Devoted leader encouraging collaboration and employee well-being for optimal product innovation. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability and efficiency. Organized and systematic with natural relationship-building and leadership to ensure success of others.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Success Lead
Venteur, Inc.
Berkeley, CA
07.2023 - Current
- Provided leadership and direction to staff members to ensure successful completion of projects on time.
- Collaborated with other managers across the organization to develop strategies that support overall company objectives.
- Developed and implemented strategies to improve customer service processes and procedures.
- Ensured customer satisfaction by providing prompt responses to customer inquiries and complaints.
- Resolved escalated customer issues in a professional manner while maintaining positive relationships with customers.
- Trained new team members on company policies, procedures, products, services, and technologies.
- Conducted regular performance reviews of team members to ensure quality standards were met.
Financial Advisor
Independant
Orlando, FL
05/15/21 - 07.2023
- Interviewed clients to determine income, expenses, financial objectives and risk tolerance in order to develop successful financial plans.
- Offered diversified set of solutions and full scope of investment products and services to meet clients' best interests.
- Designed detailed business plans to outline finances, goals and operations of my company.
- Reviewed sales reports and adjusted sales activities or expenses to better meet budgets.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Sought out new clients and developed clientele by networking to find new customers.
Senior Operations Manager
The Results Companies, LLC
Winter Haven, FL
07.2011 - 05.2021
- Managed multiple accounts in BPO industry as the senior operations manager, both in Medicare and Medicaid for WellCare, BlueCross Blue Shield.
- Provided multiple services needs for clients such as outbound campaigns for Transitions Needs Assessment, Health Risk Assessment, Case management etc.
- Motivated and effectively managed Operations Managers within the account to ensure delivery of overall targets and business plan with client expectations for success.
- Ensured delivery of Client KPIs target including day to day service levels, customer experience, quality measures and compliance measures across all lines.
- Partnered with talent acquisition team to develop additional questionnaire form to gage new hires ability to perform the tasks required for the position.
- Launched Blue Cross Blue Shield Horizon client, maintaining demands, service to clients, and growing client for additional business partnerships.
- Maintained regular engagement with key client contacts providing status of performance.
- Motivated team members and devised strategies to improve workflow.
- Lead and certified Mastering the Big 5 call center green book leadership training for newly hired supervisors and operations managers.
- Traveled to different Sites to assist implementation of Results policies with supervisors, and managers.
- Initially Launched Wellcare Customer services Line of business after Results aquired Agero call center in Sebring.
- Established short- and long-term company goals, policies and procedures, monitoring progress and results.
- Completed thorough opening, closing and shift change scheduling to maintain operational service level.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Reviewed financial statements and activity reports to measure productivity or goal achievement.
Education
Business Administration
Polk State College
Winter Haven, FLHigh School Diploma -
Winter Haven Senior High School
Winter Haven, FLSkills
- Relationship Management
- Business Leadership
- Hiring and Onboarding
- Operations Oversight
- Program Optimization
- Team Leadership
- Problem Anticipation and Resolution
- Resource Allocation
Languages
English
Spanish
Certification
- Life, Health, and Fixed Indexed Annuities (215 License)
Additional Information
Luis Lebron - Vice-President of Sales (830) 714-3661
Arnol Batista - Training Manager (863) 513-5129
Edson Chávez - Orange County Sheriff (786) 253-9386
Timeline
Customer Success Lead
Venteur, Inc.
07.2023 - Current
Senior Operations Manager
The Results Companies, LLC
07.2011 - 05.2021
Financial Advisor
Independant
05/15/21 - 07.2023
Business Administration
Polk State College
High School Diploma -
Winter Haven Senior High School