Emilio Jimenez
RAYMOND,NH
Summary
Experienced business professional with over a decade of optimizing workflows and driving efficiency. Strong focus on team collaboration and achieving measurable results, adaptable to changing needs and environments. Expertise in strategic planning, process improvement, and resource management.
Overview
9
9
years of professional experience
Work History
Senior Operations Manager
Constant Contact
Waltham, MA
03.2023 - 05.2026
- Streamlined operational processes to enhance efficiency and reduce turnaround times.
- Led cross-functional teams to implement strategic initiatives aligned with company objectives.
- Developed and monitored key performance indicators to ensure operational excellence.
- Analyzed workflow data to identify bottlenecks and propose actionable improvements.
- Directed resource allocation strategies, improving overall team productivity and engagement.
Professional Service Operations Manager
Constant Contact
Waltham, MA
01.2021 - 03.2023
- Streamlined service operations, enhancing customer experience through effective process management.
- Led cross-functional teams to implement strategic initiatives that improved service delivery efficiency.
- Managed vendor relationships, negotiating contracts to optimize service costs and quality standards.
- Oversaw incident management processes, ensuring timely resolution of service disruptions and minimizing impact on customers.
- Achieved consistent on-time project completion by effectively managing schedules, resources, and budgets.
Professional Service Manager
Constant Contact
Waltham, MA
09.2019 - 11.2021
- Oversee a team of over 20 individuals including 2 Team Leaders
- Led cross-functional teams to deliver customized solutions for client needs.
- Conducted training sessions on new tools and systems, improving team capabilities and knowledge base.
- Optimized internal processes by identifying bottlenecks and developing corrective action plans with measurable results.
- Collaborated with sales and marketing teams to promote professional services.
Team Leader - Professional Services
Constant Contact
Waltham, MA
06.2017 - 09.2019
- Manage a team of 10 individuals overseeing managed services
- Evaluate quality of calls and provide feedback to team members
- Set & monitor individual performance goals for team members
- Identify service gaps and develop new processes to solve them
- Maximize team performance through training, motivation, and incentive programs
- Conduct team meetings
- Support team with administrative functions
Education
Business Administration - Business Administration And Management
Great Bay Community College
Portsmouth, NH06-2011
High School Diploma - General High School Curriculum
Great Bay Charter School
Exeter, NH06-2008
Skills
- Strong verbal, written, and interpersonal skills
- 10 years of leadership experience
- Project Management
- Strategic Planning
- Data Interpretation & Analysis
- Training & Coaching
- Support & Operations Management
- Salesforce proficiency
Accomplishments
- Ranked #1 decile team in support 10/12 months before being promoted to professional services
- Helped to develop the initial ?nesting? program & SES professional development guide
- Took over legacy CTCT recurring services in 2017 and successfully restructured the team resulting in reducing cancellation rates by more than 30% and improved average customer tenure by 55% within the first year
- Developed a collaborative feedback and mentoring program related to recommendations with support in 2023
- Mentored and promoted 6 direct reports to leadership during Constant Contact tenure
Timeline
Senior Operations Manager
Constant Contact
03.2023 - 05.2026
Professional Service Operations Manager
Constant Contact
01.2021 - 03.2023
Professional Service Manager
Constant Contact
09.2019 - 11.2021
Team Leader - Professional Services
Constant Contact
06.2017 - 09.2019
Business Administration - Business Administration And Management
Great Bay Community College
High School Diploma - General High School Curriculum
Great Bay Charter School