Summary
Overview
Work History
Education
Skills
Languages
Languages
Timeline
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Jorge Diaz

Chicago,IL

Summary

Results-driven BPO and Accounts Receivable Management professional with over 28 years of customer service and 10+ years in call center management. Proven expertise in strategic planning, policy development, P&L management, contract negotiations, project management, compliance, and staff development. Adept at leading cross-functional teams to achieve operational excellence and client satisfaction.

Overview

11
11
years of professional experience

Work History

Client Success Specialist/Program Manager

Unifin, Inc.
Niles, IL
11.2021 - Current
  • Manage relationships with ten active clients, ensuring complete customer satisfaction
  • Collaborate with HR, Compliance, Training, Operations, QA, and WFM to meet client needs
  • Oversee BPO division including Workforce Management, Operations, Training, and Quality Assurance for agents in the US, Philippines, Guatemala, and Egypt
  • Supervise the EOR Division with voice, chat, technical support, back-office, and accounting agents in the Philippines, Egypt, and Guatemala
  • Lead client onboarding, from contract negotiations to final execution
  • Develop and implement strategies to align BPO teams with client KPIs and profitability goals
  • Review and update volume forecasts, maintain proper headcounts to meet KPIs and improve profitability.

Senior Operations Manager - BPO Green Dot Bank

Unifin, Inc.
Niles, IL
02.2021 - 11.2021
  • Managed customer service operations for five lines of business with 350 agents across the Philippines, Jamaica, Mexico, Nicaragua, Guatemala, and Egypt
  • Supervised six Operations Managers, ensuring high performance and quality standards
  • Conducted root cause analysis and implemented improvement plans for underperforming agents.

Operations Manager - BPO Green Dot Bank

Unifin, Inc.
Niles, IL
10.2020 - 02.2021
  • Led the rapid! PayCard business with 50+ bilingual agents in Tijuana, MX
  • Monitored KPIs daily, providing coaching to underperforming agents
  • Streamlined workflows for timely delivery of client reports.

Default Resolution Specialist - U.S Dept. of Ed.

Unifin, Inc.
Niles, IL
10.2018 - 10.2020
  • Collaborated with borrowers to set up loan rehabilitation plans
  • Located responsible parties using advanced research techniques.

Training Manager

GCC/Affinity Global
Chicago, IL
01.2016 - 03.2017
  • Led training for first- and third-party collection products
  • Developed new training programs based on departmental needs
  • Presented training using role-playing, simulations, and team exercises.

Collections Manager - Bank of America

GCC/Affinity Global
Chicago, IL
11.2015 - 01.2016
  • Managed a first-party collections team of 25+ agents
  • Monitored and coached staff to ensure compliance with standards and policies.

Training Supervisor

Van Ru Credit Corporation
Des Plaines, IL
03.2015 - 11.2015
  • Onboarded and trained new hires for the U.S
  • Department of Education contract and various third-party clients
  • Created and updated training curriculum to improve agent retention and performance
  • Hosted orientation sessions for new employees.

Collections Supervisor - U.S Dept. of Ed.

Van Ru Credit Corporation
Des Plaines, IL
12.2013 - 03.2015
  • Managed a collections team of fifteen agents, exceeding monthly goals by 104%
  • Provided daily coaching to achieve quality and recovery targets.

Education

Certified Associate in Project Management (CAPM) – In Progress -

Google Project Management Certification -

High School Diploma -

Roberto Clemente Community Academy

Skills

  • On-boarding
  • Technical and Departmental Documentation
  • Workflow Design and Implementation
  • Cross Functional Department Management
  • Global Remote Employee Management
  • Strategic Planning
  • Client Relations
  • Training and mentoring
  • Proficient in Microsoft Office

Languages

Spanish, Native/Bilingual

Languages

Spanish
Native/ Bilingual

Timeline

Client Success Specialist/Program Manager

Unifin, Inc.
11.2021 - Current

Senior Operations Manager - BPO Green Dot Bank

Unifin, Inc.
02.2021 - 11.2021

Operations Manager - BPO Green Dot Bank

Unifin, Inc.
10.2020 - 02.2021

Default Resolution Specialist - U.S Dept. of Ed.

Unifin, Inc.
10.2018 - 10.2020

Training Manager

GCC/Affinity Global
01.2016 - 03.2017

Collections Manager - Bank of America

GCC/Affinity Global
11.2015 - 01.2016

Training Supervisor

Van Ru Credit Corporation
03.2015 - 11.2015

Collections Supervisor - U.S Dept. of Ed.

Van Ru Credit Corporation
12.2013 - 03.2015

Certified Associate in Project Management (CAPM) – In Progress -

Google Project Management Certification -

High School Diploma -

Roberto Clemente Community Academy

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