Jonathan Padilla
Pembroke Pines,FL
Summary
Results-driven Operations Manager with expertise in optimizing workforce performance, meeting productivity standards, and driving continuous improvement in fast-paced environments. Skilled in using Salesforce CRM, Five9, Verint, and Tableau to enhance reporting, decision-making, and operational efficiency. Proven track record of developing training programs, ensuring compliance, and collaborating with cross-functional teams to achieve business objectives.
Overview
5
5
years of professional experience
Work History
Operations Manager
Inizio
07.2021 - Current
- Ensured adherence to quality and productivity standards to meet and exceed client expectations, driving continuous improvement and operational efficiency.
- Developed and updated training materials and conducted comprehensive training sessions to enhance team performance and skill development, resulting in a more prepared and agile workforce.
- Monitored call quality and provided actionable feedback to agents, leading to a 15% improvement in customer satisfaction and faster issue resolution times.
- Translated English call guides into Spanish for the bilingual team, ensuring seamless communication and service for Spanish-speaking clients, which expanded the center's service capabilities.
- Collaborated with Client Account Managers and Supervisors to ensure successful execution of business initiatives, achieving a 100% completion rate on client objectives and deliverables.
- Generated Quarterly Business Review and Compliance Reports using Tableau, offering actionable insights that informed strategic decisions and enhanced overall client satisfaction.
- Maintained and enforced productivity standards, consistently meeting or exceeding key performance indicators (KPIs) while optimizing workflow efficiency.
- Empowered team members by promoting accountability and ownership of responsibilities, leading to a 25% increase in performance outcomes and reduced need for direct oversight.
- Supervised and mentored operations staff, ensuring compliance with company policies and procedures, resulting in reduced error rates and improved adherence to best practices.
Registered Nurse
Cleveland Clinic
06.2019 - 07.2021
- Provided specialized care for unstable cardiovascular patients, ensuring timely interventions and optimal outcomes in high-pressure environments.
- Performed thorough patient assessments, identifying subtle condition changes and notifying physicians to expedite critical interventions.
- Prioritized nursing interventions based on patient acuity, delivering personalized care for complex cardiovascular cases.
- Managed hemodynamic monitoring (PA, CVP, and arterial pressures) to guide treatment decisions with precision.
- Administered continuous renal replacement therapy (CRRT) to critically ill patients, maintaining fluid balance and supporting renal function.
- Expertly operated cardiovascular support devices including ECMO, Impella, and IABP to ensure patient stability during mechanical circulatory support.
Education
Bachelor of Science - Nursing
Nova Southeastern University (NSU)
Fort Myers, FL05.2016
Associates - Arts
Miami Dade College
Miami, FL05.2014
Skills
- Registered Nurse, Florida Department of Health, 9450169
- Basic Life Support (BLS), American Heart Association, Current
- Advance Cardiovascular Life Support (ACLS) Certification, Health Care Provider, Current
Skills
Language & Communication Technical & Software Proficiency
- Fluent in Spanish – Fully bilingual in English and Spanish, with the ability to communicate effectively in both languages across professional and healthcare environments.
- Salesforce CRM – Proficient in managing customer data, tracking interactions, and generating reports to optimize service delivery and improve client relationships.
- Five9 – Experienced in using Five9 for call routing, workforce management, and performance tracking, improving operational efficiency.
- Verint – Proficient in Verint Workforce Optimization tools for quality monitoring, compliance, and performance management.
- Microsoft Office Suite – Advanced proficiency in Word, Excel, and PowerPoint for document creation, data analysis, and presentation design
References
Available Upon Request
Timeline
Operations Manager
Inizio
07.2021 - Current
Registered Nurse
Cleveland Clinic
06.2019 - 07.2021
Bachelor of Science - Nursing
Nova Southeastern University (NSU)
Associates - Arts
Miami Dade College
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