Heber Trinidad

As an Operations Manager, I oversee and streamline daily operations across multiple departments, managing a team of over a dozen supervisors, three Quality Assurance Specialists, a Workforce Manager, two Workforce Analysts, and more than 150 customer service representatives. By leveraging data analytics and reporting tools, I’ve driven operational efficiency, identified key trends, and implemented quality assurance strategies that consistently enhance customer satisfaction.

I developed employee recognition and rewards programs that boosted engagement, improved morale, and strengthened management communication, driving higher retention and productivity rates. In addition, I led the recruitment, hiring, and training of team members, ensuring they are equipped to excel in project execution, customer relations, and service delivery.

A key achievement was spearheading the launch of back-office operations teams—including Operations Admin, Odometer Processing, Remarketing, and Subject Matter Expert and Escalations—that delivered superior performance and rapid turnaround times. These initiatives not only optimized operational workflows but also contributed to significant profitability, generating consistent margins of 25-35% monthly on a multi-million-dollar contract. By focusing on process optimization, resource allocation, and operational scalability, I have directly impacted profitability and driven sustainable growth aligned with today’s focus on maximizing efficiency and digital transformation.

As Assistant Operations Manager, I coached employees to collaborate effectively, ensuring daily operations met service objectives. I developed and revised departmental policies to align with business goals and industry best practices, while enhancing employee performance and retention through fair evaluations and mentorship.

I trained the operations team on best practices and service standards, ensuring compliance and driving operational efficiency. I also implemented data-driven strategies that reduced costs by 60-70%, enabling consistent monthly collections of $13-20 million despite a 35% FTE reduction. Additionally, I leveraged technology and process automation to streamline operations, improve scalability, and enhance productivity.

I managed a team comprising three trainers and five quality assurance specialists. I organized and coordinated training sessions for new hires and developed a variety of training materials, including manuals, guides, and handouts. I assessed skill gaps within the team and created post-training evaluation surveys to gauge performance improvements. I implemented coaching and mentorship programs for ongoing staff development. I monitored trainee progress through feedback from managers and supervisors and identified opportunities to enhance training methods and procedures. In collaboration with department leaders, I created learning strategies aligned with organizational goals. I analyzed data to assess the effectiveness of training programs and conducted calibration sessions with clients and supervisors to address quality gaps and improve the center's KPI performance.

I led a team of 20 agents, ensuring KPI targets were met through daily call monitoring, team huddles, and individual coaching sessions. Utilized reporting tools to uncover learning opportunities during agent development phases. Addressed complex customer service issues promptly. Kept precise records of employee attendance and leave requests. Analyzed data to discern trends in customer needs and operational processes. Assembled comprehensive reports on team initiatives for executive review.

• Enhanced customer satisfaction by addressing issues with informed and amiable service.
  Maintained composure and professionalism under stress, successfully defusing difficult situations.
  Showcased superior communication abilities in resolving product and customer grievances.
  Skillfully de-escalated challenging customer issues while keeping a calm, amiable presence.
  Informed customers about unique pricing options and organizational offerings.
  Supported customers in processing payments or setting up payment arrangements to update accounts.
  Adhered to quality control standards and protocols to boost customer contentment.
  Employed thorough questioning to identify service requirements and precisely entered data into electronic systems.