Jose R. Caban
Field Operations
The Bronx,NY
Summary
Results-driven Field Operations Manager well-versed in administering budgets, maintaining compliance and planning workflow. Excellent communication and conflict-management skills. Pursuing new professional challenges and opportunities for advancement. Versatile and knowledgeable about team leadership, training and quality assurance management. Talent for assessing operations, uncovering problems and developing improvement plans. Bringing 17 years of related experience.
Overview
18
18
years of professional experience
Work History
Field Operations Manager
BDS Connected Solutions
New York, NY
08.2021 - Current
- Managed a team of 35 field service technicians working to meet customer requirements while maintaining a high level of communication with customers, guaranteeing customer satisfaction.
- Developed and implemented performance standards and procedural changes to drive productivity and quality.
- Effectively directed and oversaw staff, designing schedules to meet the needs of the business.
- Responsible for driving operational excellence through monitoring key performance metrics surrounding state of the service, cost per call, and customer data.
- Resolved daily operational issues, delivering exceptional customer service and overall productivity levels while minimizing turnover.
- Hired and managed a diverse workforce responsible for performance management, career development, and pay reviews.
- Managed daily employee activities ensuring work was accomplished in accordance with contract requirements and quality standards.
- Acted as a liaison between the account team and the field while managing all aspects of the field including driving performance against KPI’s.
- Supported and upheld compliance to all safety programs to ensure a safe work environment for all associates.
- Traveled to assigned markets on a regular basis and effectively implement operational strategies to enhance overall field performance.
District Manager
Premium Retail Services Inc
New York, NY
08.2020 - 08.2021
- Responsible for recruiting, coaching, mentoring, and developing a team of 75 part-time and full-time retail specialists and zone leaders.
- Mentored team members by demonstrating best practices for sales and customer service.
- Identified and developed top talent within management structure to promote performance-oriented culture.
- Returned stores to profitability by reviewing operations, implementing improvement, restructuring framework, hiring talented staff, and enhancing training opportunities.
- Developed and enhanced sales and merchandising programs, positively impacting bottom-line profitability with strong growth.
- Maximized team’s success through effective leadership, coaching, and training.
- Analysis of weekly and monthly reports to insure achievement of market goals and metrics.
- Acted as a liaison between field representatives, management, and clients by overseeing day to day operations with deliverables, promotions, and project completions.
- Established and exceeded organizational performance and individual performance goals.
District Manager
FGX International
New York, NY
11.2006 - 08.2020
- Responsible for recruiting, coaching, mentoring, and developing a team of 75 part-time and full-time retail specialists and zone leaders.
- Built deep relationships with store managers, business owners, and distribution partners sales teams by employing industry expertise and knowledge, retail strategies, and sales tactics.
- Creating game changing strategies for high-performing and underperforming locations.
- Supercharged sales by recruiting, training, assigning, scheduling, coaching, and mentoring district’s awesome sales team.
- Revitalizing operations and realigning plans to better capture new opportunities and take advantage of changes in customer habits.
- Leading by example with integrity and professionalism to create a collaborative, open-door, team-first culture.
- Successfully determine staffing requirements in accordance with client directives and providing suitable candidates for vacant territories.
- Analysis of weekly and monthly reports to insure achievement of market goals and metrics.
- Acted as a liaison between field representatives, management, and clients by overseeing day to day operations with deliverables, promotions, and project completions.
Education
High School Diploma -
Harry S. Truman H.S.
750 Baychester Ave Bronx, NYNo Degree - Business Administration
Southern New Hampshire University
ManchesterSkills
- Project Management
- Performance Management
- Customer Service
- Business Leadership
- Hiring and Onboarding
- Management Training
- Budgeting
- Forecasting
- KPI Tracking
- Payroll
- Sales
- Coaching
Timeline
Field Operations Manager
BDS Connected Solutions
08.2021 - Current
District Manager
Premium Retail Services Inc
08.2020 - 08.2021
District Manager
FGX International
11.2006 - 08.2020
High School Diploma -
Harry S. Truman H.S.
No Degree - Business Administration
Southern New Hampshire University
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