Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Languages
Timeline
Military Experience
Generic

JOSE PUENTE

Houston,TX

Summary

Strategic and results-driven Bilingual (Spanish) Operations Manager with 15+ years of experience leading contact center operations, team performance, and workforce management. Proven success in managing large teams (20+), improving KPI outcomes, and driving service-level excellence across multiple industries. Adept at performance coaching, scheduling, process optimization, and staff development. Strong communicator and leader with a background in startup environments and structured organizations. Proficient in MS Office (Excel, Outlook, Word, PowerPoint), CRM platforms, and contact center tools.

Driven Call Center Operations Manager with a robust background in designing and implementing effective training programs. Demonstrated success in enhancing employee performance and fostering a culture of continuous learning—proven ability to develop and execute training strategies while utilizing strong leadership and communication skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Call Center and Training Manager

Spruce Power
06.2021 - 06.2025
  • Led daily operations and strategy for a startup solar energy call center; directly oversaw operations managers and 20+ agents.
  • Created and scaled infrastructure, including recruiting, vendor management, IT systems, CRM (Zendesk), and workforce management.
  • Developed and executed onboarding and training programs across departments; reduced ramp-up time by 20%.
  • Implemented performance review processes and coached team leads on KPI tracking and employee development.
  • Initiated corrective action procedures and handled escalated HR matters, including terminations.

Business Operations Manager – Dealer Support

PERCEPTA LLC
01.2017 - 05.2021
  • Managed call center teams supporting auto dealerships; led scheduling, forecasting, and performance management in a fast-paced service environment.
  • Transitioned teams to remote WFM platforms during COVID, maintaining service levels and adherence metrics.
  • Boosted agent productivity from 60% to 88% and implemented case management systems to drive efficiency.
  • Rolled out a cross-selling initiative, increasing service upsells by 20%.
  • Conducted mid-year and year-end performance reviews with coaching and development plans.

Operations Manager

Sunnova Energy
09.2014 - 01.2017
  • Directed daily operations for customer service and sales teams; led 5–7 supervisors overseeing over 30 staff.
  • Trained and developed supervisors and agents, fostering a high-performance culture with ongoing coaching.
  • Improved sales performance by 15% through process redesign and agent enablement strategies.
  • Spearheaded staff performance evaluations and succession planning initiatives.

Patient Access Manager

Harris Health System
01.2012 - 08.2014
  • Led 24/7 contact center operations supporting patient scheduling and hospital communications.
  • Designed reporting systems and implemented process improvements, increasing scheduling accuracy by 35%.
  • Developed staff scorecards and launched KPIs across all shifts, improving accountability.

Patient Access Supervisor

Harris Health System
04.2010 - 01.2012
  • Created training and QA protocols; improved quality scores by 20% and launched nurse triage cost-reduction initiatives.
  • Led hiring and retention efforts across three hospital departments, improving tenure and morale.

Education

Bachelor of Science - Industrial/Organizational Psychology

Purdue University Global
West Lafayette, IN
08.2020

Skills

  • Performance Management Contact Center Operations KPI Monitoring Forecasting & Scheduling
  • Process Improvement Staff Coaching & Development Workforce Management Recruiting & Onboarding
  • CRM Systems Conflict Resolution Sales & Upselling MS Office (Word, Excel, Outlook, PowerPoint)
  • Zendesk, Oracle, Salesforce, RingCentral, Avaya, SAP, Cisco Finesse, Smartsheet, WordPress, AS400, NetSuite, Shopify, and Connect hub
  • New hire onboarding
  • Program optimization
  • Coaching and mentoring
  • Learning management systems
  • E-learning platforms
  • FLUENT IN Spanish

Accomplishments

  • Trained over 50 hiring managers on behavioral interviewing techniques, hiring processes, and onboarding.
  • Resolved product issue through consumer testing.
  • Documented and resolved recruiting, which led to better hire decisions and reduced new hire attrition.
  • Successfully restructured and implemented in-house and external signature training series.
  • Developed twelve advanced training courses using various LMS systems.

Affiliations

Society for Industrial and Organizational Psychology (SIOP)

American Veterans (AMVETS)

Certification

Six Sigma Black Belt – Call Centers

Languages

Spanish
Native or Bilingual

Timeline

Call Center and Training Manager

Spruce Power
06.2021 - 06.2025

Business Operations Manager – Dealer Support

PERCEPTA LLC
01.2017 - 05.2021

Operations Manager

Sunnova Energy
09.2014 - 01.2017

Patient Access Manager

Harris Health System
01.2012 - 08.2014

Patient Access Supervisor

Harris Health System
04.2010 - 01.2012

Bachelor of Science - Industrial/Organizational Psychology

Purdue University Global

Military Experience

  • United States Army – 101st Airborne Division (Honorable Discharge)
  • 1999–2009
  • Led special operations units during Desert Shield and Operation Enduring Freedom; recognized for leadership under pressure.