Hector Mendez
Bridgeport
Summary
Strategic Operations Leader skilled in managing large-scale sales and support teams. Enhances sales completion rates and optimizes operational performance through data-driven insights and regulatory compliance. Translates strategic goals into actionable results in call center and digital sales environments.
Overview
24
24
years of professional experience
Work History
Manager, Sales Operations
Charter Communications
09.2022 - Current
- Lead Digital and Sales Support operations for outbound sales, activation, and billing accuracy across multiple channels.
- Enhanced sales completion through pre- and post-sale controls, improving accuracy in sales process.
- Standardized operating procedures across vendors and sales channels, promoting consistency and operational efficiency.
- Direct workflows to ensure accurate order entry and service activation while managing outbound calling operations within regulatory standards.
- Oversee daily performance of vendor-based and internal teams of 2,000+ agents, ensuring productivity and compliance targets are met.
- Ensured TCPA compliance across outbound digital sales operations, mitigating legal risks.
- Elevated executive visibility into performance trends and operational risks, facilitating informed decision-making.
Securities Processing Analyst
Rocket Financial Solutions
Stamford
04.2017 - 04.2019
- Managed multi-million-dollar accounts, processing wires and ACH payments to maintain liquidity and client satisfaction.
- Reconciled foreign and domestic income with Bloomberg trade files, enhancing accuracy in financial reporting.
- Resolved discrepancies between internal systems and custodian files, improving data integrity.
- Conducted daily balance-sheet and general-ledger audits for cash activity, ensuring compliance and maintaining accurate financial records.
- Processed mandatory corporate actions, including mergers and rights offerings.
- Maintained general ledgers for six mutual fund portfolios, ensuring SEC compliance.
- Validated assets and gathered information for senior management.
Operations Analyst III
Citizens Bank
Bridgeport
04.2002 - 04.2017
- Improved manual payment processing time by 50%, saving 3 hours daily.
- Reduced service level agreement (SLA) from 5 to 3 days through process improvements.
- Implemented Lean tools to enhance operational efficiency.
- Managed payment processing for diverse bank products, ensuring compliance and accuracy in transactions.
- Balanced daily transactions of $500K to $4M, maintaining strict regulatory compliance.
- Created training materials and process documentation to improve team knowledge and streamline operational processes.
Education
Associate of Science - Business Emphasis
Sacred Heart University
Fairfield, CT05-2012
Skills
Timeline
Manager, Sales Operations
Charter Communications
09.2022 - Current
Securities Processing Analyst
Rocket Financial Solutions
04.2017 - 04.2019
Operations Analyst III
Citizens Bank
04.2002 - 04.2017
Associate of Science - Business Emphasis
Sacred Heart University