Joel Arauz Raitt
Garfield
Summary
Dynamic leader with extensive experience in the customer service industry, adept in both in-person and remote interactions since 2016. Strong focus on hiring, training and onboarding new recruits while facilitating the transition of employees. Proven ability to manage a variety of administrative tasks efficiently, demonstrating exceptional multitasking skills. Passionate about implementing effective planning strategies and contemporary ideas that enhance the workplace.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Manager
Colony Law
Los Angeles, CA
05.2023 - Current
- Developed comprehensive training and onboarding materials to enhance new hire integration.
- Established comprehensive HR frameworks encompassing recruitment, onboarding, benefits, payroll, performance management, employee disciplinary actions, etc.
- Addressed IT-related roadblocks and operational issues affecting staff productivity.
- Allocated resources and redistributed workload to address backlogs and improve team efficiency.
- Served as point of contact for third-party vendors and partners involved in client processes and operational development.
- Managed responsibilities across both client-facing and internal operations roles.
- Trained in and supported legal processes including Property Damage, Lien Negotiation, Personal Injury Settlement Disbursement, Staff Duty Audit, Metrics Evaluation, Health Subrogation, Client Experience, Billing & Accounting, Lead Intake, and Case Management.
- Provided guidance to staff on client-related issues and advised the managing attorney on operational and business decisions.
- Developed and improved client and case handling processes to increase efficiency and service quality.
- Resolved operational and case management issues affecting staff performance and workflow.
- Analyzed performance metrics to identify opportunities for process improvement and cost reduction.
- Coordinated with legal teams to ensure compliance with regulatory and operational requirements.
- Facilitated team meetings to encourage communication, collaboration, and problem-solving.
- Managed vendor relationships and negotiated service terms to support operational needs.
- Led hiring, onboarding, and training of new employees to meet business demands and support team growth.
REGIONAL PROJECT COORDINATOR
Trax Retail
08.2022 - 02.2023
- Coordinated client initiatives by recruiting and managing field personnel to ensure successful project delivery in specific state or US market.
- Executed mass recruitment initiatives to ensure adequate staffing for product delivery and service performance at retail locations.
- Negotiate workforce compensation ensuring budget and profit are margins are over positive.
- Engaged with field workers to address and mitigate any challenges affecting project delivery.
- Ensure all project deadlines and goals are met in a timely and quality manner.
- Report completion and roadblocks to Project Managers and Market Leads.
CUSTOMER SERVICE & ADMINISTRATIVE STAFF FACILITATOR
IBEX Global
Managua, Nicaragua
11.2018 - 04.2022
- Achieved high customer satisfaction by effectively resolving issues as a customer service agent. Enhanced team performance by delivering comprehensive training and resources to new hires for improved customer interaction.
- Facilitated learner comprehension of all client-related tools and processes.
- Developed client interaction guidelines to optimize customer handling protocols.
- Monitored new hires' performance post-training to ensure continuous development.
- Collaborated with management teams to execute strategic action plans supporting organizational goals.
- Oversaw trainee development and ensured a welcoming environment within the company.
- Facilitated feedback and coaching sessions to enhance team performance and accountability.
CUSTOMER SERVICE STAFF
Publix Supermarkets
Miami, FL
04.2016 - 07.2018
- Supported operational efficiency by taking on supervisory roles within the team, influencing store busyness.
- Oversaw operations floor management to ensure seamless store flow.
- Directed daily activities of cashiers, clerks, and janitors, optimizing task assignments for operational efficiency.
- Facilitated customer engagement with walk-in clients to ensure service satisfaction.
- Communicated directly with department managers regarding store operations and customer requests.
- Acted as the initial liaison for supervisor engagement in various departmental matters.
- Assisted department managers in executing HR functions, including employee training coordination and workers' compensation documentation.
Education
BUSINESS ADMINISTRATION AA -
Miami Dade College
01-2018
Skills
- Operations Management
- Workflow Optimization
- KPI analysis
- Project Management
- Staff Management
- Staff Training & Onboarding
- Talent Acquisition & HR
- Customer Service
- Microsoft 365
- Google Workspace
- Strategic Planning
- Effective Problem Resolution
Certification
Advanced First Aid Assistant - USAID
Languages
Spanish
Native or Bilingual
Timeline
Operations Manager
Colony Law
05.2023 - Current
REGIONAL PROJECT COORDINATOR
Trax Retail
08.2022 - 02.2023
CUSTOMER SERVICE & ADMINISTRATIVE STAFF FACILITATOR
IBEX Global
11.2018 - 04.2022
CUSTOMER SERVICE STAFF
Publix Supermarkets
04.2016 - 07.2018
BUSINESS ADMINISTRATION AA -
Miami Dade College