Joe Garcia
Director Of Operations
Casa Grande,AZ
Summary
Focused Director of Operations with 20 years of success designing customer-oriented programs and developing high-performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth and proven track record in creating scalable customer service operations and leveraging technology to nurture customer relationships.
Overview
22
22
years of professional experience
2
2
Certificates
2
2
Languages
Work History
Customer Service and Sales Director
KSI Auto Parts
09.2023 - Current
- Created innovative sales strategies through monitoring and evaluating market trends and competitive offerings.
- Increased sales volume by 11% within three months.
- Provides startup support to organization, by evaluating initial market capture and office incubation.
- Implemented performance metrics leading to15% increase in overall department productivity within three months.
- Enhanced customer satisfaction with focus on fostering long-term relationships, consistently addressing client needs, and providing exceptional service.
- Designed, implemented, and lead updating of IVR workflows to balance customers and organizational expectations.
- Increased average deal size by upselling additional products and services to existing clients.
- Fostered culture of continuous improvement within sales department, regularly organizing workshops and skill-building sessions for employees at various levels of expertise.
- Achieved established KPI targets at various level of the Organization.
Sr. Director of Operations and Client Support
SBM
08.2021 - 09.2023
- Implemented, monitored, and ensured compliance with comprehensive benchmarks to establish and monitor customer service standards and KPI's, including customer support services, client support, and organic growth
- Responsible for Financial outcomes of a 15 million dollar facility maintenance budget.
- Developed short and long term goals aimed at achieving financial and operational goals.
- Negotiated labor contracts with general contractors, subcontractors, and product vendors.
- Incorporated safe operating practices and assessed operational procedures against best practices, responsible for OSHA compliance, and adherence to State and Federal Employment Laws.
- Reduced operating costs by eight percent by streamlining contract bidding and procurement processes to assure competitive pricing of materials , technologies, labor, and services.
- Discovered and resolved complex issues to reduce negative impact to business outcomes.
- Implemented numerous processes to enhance, monitor, and sustain the highest level quality delivery.
- Built strong relationships with all stakeholders inside and outside of Organization, including C-Level stakeholders.
- Identified process enhancements to reduce inconsistencies, cost, and re-work..
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Proactively promoted, engagement, career progression, and job enrichment of direct and indirect reports through fair and consistent performance management.
Director, Contact Center
Nova Southeastern University
11.2008 - 08.2021
- Established performance (KPI) goals for department and provided methods for reaching milestones.
- Used market insights to capitalize on key business opportunities for new advantageous partnerships to increase admissions of students.
- Founded performance- and merit-based evaluation system to assess staff productivity and quality of delivery performance.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas
- Maintained P&L and shouldered corporate fiscal responsibility of 12 million dollar budget.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Collaborated with Legal, Accounting and other professional teams to review and maintain compliance with State and Federal regulations.
- Managed financial, operational and human resources to optimize organic growth.
- Devised and presented business plans and forecasts to CEO and President's council.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Negotiated favorable contracts with vendors for reduced costs and improve service quality.
Client Value Manager-Call Center Director
Arise Virtual Solutions, Inc
11.2007 - 11.2008
- Developed, implemented, and led execution of business plans for assigned clients in fields of technology, road side assistance, and travel.
- Increased profit margin by 12% through the implementation of innovative budget control processes.
- Responsible for leadership of 2,500 virtual customer service representatives in travel and emergency road side assistance industry.
- P & L responsibility ($20 Million dollars).
- Responsible for leading routing of volume, policies and procedures across all clients to plan for future growth.
- Responsible for articulating value derived from services offered to all stakeholders.
- Accountable determining skills, knowledge, and qualifications of workforce required to achieve desired outcomes through strategic recruitment and hiring.
- Approves training implementation and enhancements to ensure that value creation is being understood.
- Accountable for establishing weekly performance reviews and monthly business reviews while collaborating with Business Analytics to evaluate results with c-level executives within clients' organizations.
- Established and oversaw performance targets for call center managers.
Customer Support and Contact Center Director
BankUnited
09.2002 - 10.2007
- Successfully led development and implementation of staffing plans, managed scheduling procedures, budgets, and timelines for overall scheduling procedures, budgets.
- Led development of total quality and productivity processes aimed to raise customer support standards resulting in 300% reduction in end user complaints.
- Directed relationships with internal constituents, customers, vendors, and organizational leaders.
- Implemented budgetary controls and P&L forecasting resulting in nine percent cost reduction, and revenue forecast within three percent margin of error.
- Responsible for short and long-term call forecast processes.
- Developed and incorporated recruiting and hiring strategies.
- Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
- Responsible for deposits and new business growth originated by phone and Internet customers interactions.
- Led Human Resources department responsible for recruitment, hiring and training of over 500 customer service representatives.
- Utilized call center statistics to measure productivity performance and identify operational improvements opportunities.
- Exercised leadership capabilities by successfully motivating and inspiring others. Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Education
Ed.D - Organizational Leadership
Nova Southeastern University
Davie, FL 05.2001 -
MBA - Business Administration
Nova Southeastern University
Davie, FL 05.2001 -
Master of Science - Employment Law
Nova Southeastern University
Fort Lauderdale, FLBachelor of Science - Business Administration
Nova Southeastern University
Davie, FL 05.2001 -
Associate of Science - Computer Science
Fisher College
Boston, MA 05.2001 -
Affiliations
Phi Kappa Phi
Certification
Six Sigma Green Belt
Timeline
Customer Service and Sales Director
KSI Auto Parts
09.2023 - Current
OSHA30
03-2022
Sr. Director of Operations and Client Support
SBM
08.2021 - 09.2023
Director, Contact Center
Nova Southeastern University
11.2008 - 08.2021
Client Value Manager-Call Center Director
Arise Virtual Solutions, Inc
11.2007 - 11.2008
Six Sigma Green Belt
07-2007
Customer Support and Contact Center Director
BankUnited
09.2002 - 10.2007
Ed.D - Organizational Leadership
Nova Southeastern University
05.2001 -
MBA - Business Administration
Nova Southeastern University
05.2001 -
Bachelor of Science - Business Administration
Nova Southeastern University
05.2001 -
Associate of Science - Computer Science
Fisher College
05.2001 -
Master of Science - Employment Law
Nova Southeastern University
Additional Information
University Instructor at the graduate level in the studies of Operation Management, Employment Law, Organizational Leadership and Dissertation Commitee.
Languages
English
Spanish