José D Ruíz Peralta

• Oversaw day-to-day production activities in accordance with business objectives.
• Set team and individual KPIs and provided regular, actionable feedback.
• Achieved team goals through formalized training plans, coaching and performance management.
• Monitored budget and utilized operational resources.
• Managed, trained and motivated personnel to continuously improve knowledge and abilities in Leadership field.
• Upheld great standards of leadership for employees, consistently leading by example for best-in-class Customer Service work.
• Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Managed 350 team members across 18 departments, resulting in approximate $1M increase in annual revenue.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Teamed with HR department to create organization's mission and vision statements.

• Started this company with only 5 members, created the hiring process, the first screening test, started the first training program, signed our first commercial, created the first compensation plan for the company assigning goals and metrics, created our first contract for the new hires, hired and reviewed our first insurance/anti money laundry policy, created our first career path.
• Managing a total of 150 associates, helping the members of my team to develop their leadership skills based on the 5 levels of leadership by John Maxwell. Emotional Intelligence and Leadership workshops.
• Creating amazing dynamics to drive performance, motivate people and achieve our goals; MX Store is a place with products where you can buy using our own currency, you earn coins through good performance.
• Improving is my goal everyday, QA scores have been consistently in target for over 2 years now.

• Overseeing a team of 20 agents, providing coaching, feedback, tools and guidance to grow. (8 members of the team were promoted as Travel Supervisors, Team Leaders, Account Managers and Real Time Specialists). We increased our Sales every single Quarter and performed at highest level in the company.
• Creating a motivational and professional environment.
• Reaching outstanding KPI´s such as APS, NPS, PPC, Closing and AHT.
• Overseeing the Commercial Travel team who sales reservations for resorts, hotels, flights and car rentals to members with different brands such as; Marriot, Direct Buy, Sears, Diamond Resorts International.

• In charge of a team of 34 members who provided technical support to the whole American continent in its 4 different languages; French, English, Spanish and Portuguese. Our brand was Logitech.

• Weekly business review (WBR) with client providing information about highlights, opportunities and help needed.

• Quarter business review (QBR), analysis of call drivers, escalate\report\detect any issues with tools\website, waivers submission when needed, drive high performance of NPS.

• The team delivered all KPI's on goal during 2016. We established a new record in NPS (78) for the brand.

• Safety and Corporate escalations handling.

• Coaching action plans for all the members of the team, driving good Reliability, Schedule Adherence, FCR (First call resolution), side by side with agents, promoting engagement and creating incentive plans, submitting budget request for engagement, sharing best practices with agents, developing team members, helping them to get promoted (5 members of my team were promoted as marketing specialists and instructional designers), managing forums and email team with high goals on target, conducting meetings with our teams from Europe (EMEA) Asia (AP) and America (AMR).

• 20 hours per month of Portuguese and English calls, Detractor File analysis.

• Hired new ranch hands and livestock handlers seasonally.
• Worked closely with employees to improve practices, techniques and safety choices, optimizing performance, and minimizing waste.
• Budgeted equipment purchases and regular repairs.
• Examined animals for signs of sickness and overall herd health.
• Enforced strong safety and environmental protections to support habitats while preventing harm to employees or consumers.
• Tracked technical improvements to save on ranch overhead.
• Maintained ranch records and documentation.
• Incorporated safety procedures into every shift to protect workers from accidents.
• Drafted annual budget and monitored expenditures.
• Completed invoices for bills of lading, sales receipts and supplies.