Erick Zelaya
Wesley Chapel,USA
Summary
Gifted Leader with excellent team building and leadership abilities honed over career. Delivers high-quality service and consistent business results with resourceful approach to handling routine and complex challenges. Achieves short- and long-term objectives with successful strategic planning and performance optimization skills.
Overview
20
20
years of professional experience
Work History
Contact Center Manager
Bank of America
09.2019 - 05.2024
- Coordinated employee schedules to provide adequate staff coverage
- Maintained operational performance by skillfully handling opening and closing tasks
- Monitored performance of 20 employee team and actions according to performance evaluations
- Delegated tasks to 4 staff members and monitored performance
- Contributed to effective decision-making with detailed reports on daily operations
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
- Maximized employee performance with effective training and close mentoring
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Oversaw employee training and all staff management tasks
- Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
Owner
Eazy Sales & Lease
10.2017 - 05.2019
- As the Owner I was tasked to oversee every aspect of the Business
- Kept business operations on sound financial footing with effective forecasting, budget management, and resource allocation
- Controlled day-to-day operations, including setting schedules and managing employees
- Developed customer base by delivering consistent customer service
- Created useful partnerships through remote and face-to-face networking
- Increased company business with skilled use of marketing, advertising, and social media
- Spearheaded Retail business, overseeing day-to-day operations, special projects, and team of 5+ employees
- Elevated employee skill sets, industry knowledge, and performance through targeted training programs and timely performance evaluations
- Established clear, effective policies governing all aspects of business from recordkeeping to sales
General Manager
Rent-A-Wheel
01.2015 - 10.2017
- Achieved revenue and profit targets through solid promotional and budget control strategies
- Reduced turnover and boosted employee morale by implementing employee appreciation days and effective training policies
- Coordinated day to day operations with team of 8 skilled workers, delegating tasks and organizing schedules
- Resolved employee, customer, and vendor issues using strong conflict mediation and problem-solving abilities
- Increased business 300% with improved marketing and promotional strategies diversified across multiple channels
- Built a strong, resilient team by identifying and onboarding highly qualified candidates for key front-line and senior management positions
Store Manager
Aaron's
03.2009 - 12.2014
- Directed merchandising strategy to achieve memorable product presentation and increase revenue
- Set clear expectations for team performance, conducted periodic evaluations, and implemented corrective actions
- Forecasted sales projections, inventory demand, and labor requirements to develop annual budget and operational plans
- Maintained high store standards in merchandising, security, and visual presentation
- Addressed and resolved escalated customer complaints and worked to restore satisfaction
- Supervised inventory control measures and collaborated with purchasing personnel to verify consistent and cost-effective replenishment
- Provided consistent feedback and training to empower team members in effective service-delivery
- Monitored budget adherence and promoted expense control through meticulous loss prevention strategies and accurate inventory management
- Supported employee recruiting, onboarding, and training on company policies, procedures, and service standards
- Built a strong, resilient team by identifying and onboarding highly qualified candidates for key front-line and senior management positions
Store Manager
Rent-A-Center
05.2004 - 03.2009
- Supervised inventory audits, financial reconciliations, and P&L reporting
- Set clear expectations for team performance, conducted periodic evaluations, and implemented corrective actions
- Directed merchandising strategy to achieve memorable product presentation and increase revenue
- Coordinated employee schedules for optimum performance and shift coverage
- Addressed and resolved escalated customer complaints and worked to restore satisfaction
- Maintained high store standards in merchandising, security, and visual presentation
- Supervised inventory control measures and collaborated with purchasing personnel to verify consistent and cost-effective replenishment
- Supported employee recruiting, onboarding, and training on company policies, procedures, and service standards
- Built a strong, resilient team by identifying and onboarding highly qualified candidates for key front-line and senior management positions
Education
Diploma - General
Miami Beach Senior High
Miami Beach, FL06.1999
Skills
- Business administration
- Operations oversight
- Schedule coordination
- Performance improvement
- Time management
- Coaching and mentoring
- Team leadership
- Staff motivation
Languages
Spanish
Native or Bilingual
Timeline
Contact Center Manager
Bank of America
09.2019 - 05.2024
Owner
Eazy Sales & Lease
10.2017 - 05.2019
General Manager
Rent-A-Wheel
01.2015 - 10.2017
Store Manager
Aaron's
03.2009 - 12.2014
Store Manager
Rent-A-Center
05.2004 - 03.2009
Diploma - General
Miami Beach Senior High
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