Eladio X. Diaz
Binghamton,NY
Summary
Collaborative Customer Support Manager with a strong track record of building and leading high performing teams. Skilled in conflict resolution and persuasive communication to foster teamwork and enhance customer satisfaction. Dedicated, detail-oriented, and committed to optimizing processes, improving efficiency and exceeding team goals through shared success.
Overview
10
10
years of professional experience
Work History
Supervisor Clinical Call Center
OutcomesMTM
Remote
04.2025 - Current
- Reduced call abandonment by 25% by aligning workforce optimization and queue‑flow redesign with clinical triage priorities, ensuring timely patient access to care and improving overall operational throughput.
- Achieved a 25% decrease in call abandonment through clinically informed staffing models, redesigned queue pathways, and targeted performance interventions that strengthened patient access and care continuity.
- Lowered abandonment rates by 25% by integrating data‑driven workforce strategies with clinical workflow requirements, improving response times for high‑acuity patient needs and elevating throughput.
- Delivered a 25% reduction in call abandonment by optimizing workforce allocation, restructuring queue flows around clinical urgency, and implementing precision performance interventions that enhanced patient‑centered operational efficiency.
Customer Service Specialist Manager
Apple (Kelly Services)
Binghamton, NY
08.2022 - 01.2025
- Supervised opening and closing activities for a $125 billion annual revenue operation, ensuring 100% optimized service efficiency.
- Directing cross-functional teams (500+ advisors, 15 team leads, and 6 managers) and ensuring efficient call center operations, leveraging KPI analytics to drive a 15% service improvement from 2022 to 2025.
- Directed recruitment and training initiatives, boosting team performance by 25% from 2022 to 2025.
- Led ongoing coaching sessions, boosting customer retention by 18% through targeted feedback and guidance.
- Quarterly KAPLA Leadership Award for exceptional team leadership in dynamic operations (2022).
Customer Service Specialist Team Lead
Apple (Kelly Services)
Binghamton, NY
03.2018 - 09.2022
- Advanced from Tier 1 advisor to Team Leader, increasing team efficiency by 30% from 2017 to 2022.
- Managed daily activities in a call center, overseeing call-receiving and dispatch functions, and resolving operational concerns, resulting in a 15% improvement in service delivery.
- Delegated responsibilities to Tier 1 advisors, ensuring 100% first-time resolution of customers' issues.
- Streamlined growth, achieving a 25% productivity boost through targeted coaching from 2017 to 2022.
- Enhanced team performance with weekly coaching sessions, yielding a 15% increase in customer satisfaction.
Training Facilitator (Microsoft/Turbo Tax)
Sykes Enterprises, Incorporated
Coral Springs, Florida
08.2016 - 03.2018
- Implemented instructional strategies in place of advisory duties, resulting in elevated performance outcomes.
- Designed engaging visual aids and structured guides to facilitate understanding of Microsoft and TurboTax course content.
- Engaged with team members after training to analyze progress and develop strategies for continued growth.
Education
Bachelor of Arts - Education & Marketing (BMEd)
University of Miami
Coral Gables, FLSkills
- Customer Support Systems — CRM platform proficiency including Genesys Cloud, Intercom, Salesforce, SaaS environments, and Fintech support tools
- Operational Leadership — Team management, cross‑functional coordination, workflow oversight, and frontline performance leadership
- Training & Development — Coaching, onboarding, skill‑building programs, and continuous improvement frameworks for clinical and support teams
- Analytics & KPI Management — Performance metric tracking, data analysis, dashboard interpretation, and quality assurance optimization
- Process Optimization — Workflow redesign, operational efficiency improvements, dispute resolution, and scalable service‑delivery enhancements
- Technical & Communication Skills — Bilingual English/Spanish communication, persuasive customer engagement, and creation of clear technical documentation
Timeline
Supervisor Clinical Call Center
OutcomesMTM
04.2025 - Current
Customer Service Specialist Manager
Apple (Kelly Services)
08.2022 - 01.2025
Customer Service Specialist Team Lead
Apple (Kelly Services)
03.2018 - 09.2022
Training Facilitator (Microsoft/Turbo Tax)
Sykes Enterprises, Incorporated
08.2016 - 03.2018
Bachelor of Arts - Education & Marketing (BMEd)
University of Miami