Julian Pinan
Katy
Summary
Goal-oriented manager with distinguished experience in tech industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Account Manager
Onboard RS
08.2023 - Current
- Boosted client satisfaction by addressing concerns, providing solutions, and maintaining strong relationships.
- Managed a diverse portfolio of clients for optimal account growth and retention.
- Delivered exceptional customer service with timely communication and proactive problemsolving.
- Streamlined internal processes to improve efficiency and enhance client experiences.
- Collaborated cross-functionally for effective project management and timely delivery of services.
- Developed comprehensive reports on account performance, presenting results to senior management during regular meetings.
- Conducted comprehensive client assessments to identify areas for improvement and potential upsell opportunities.
- Fostered long-term relationships with key decision-makers within clients'' organizations, resulting in increased business opportunities.
- Leveraged data-driven insights to optimize account performance and identify trends over time.
Resident Support Agent
Onboard RS
05.2022 - 08.2023
- Enhanced customer satisfaction by effectively addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster response times.
- Collaborated with cross-functional teams to identify and resolve complex customer problems.
- Developed comprehensive knowledge of products and services to provide accurate solutions.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
Multimedia Services + Advisor
Kelly Connect Services
03.2021 - 05.2022
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined processes for efficient service delivery, resulting in improved customer retention rates.
- Collaborated with team members to create tailored solutions for complex client requirements.
- Developed strong relationships with clients, leading to increased trust and loyalty.
- Maintained comprehensive knowledge of products and services, ensuring accurate information sharing with clients.
- Facilitated seamless transactions by processing all documentation accurately and within required timeframes.
- Conducted thorough research on industry trends to provide valuable insights to both clients and colleagues.
Call Center Supervisor
The Results Company
02.2020 - 03.2021
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Optimized resource allocation by accurately forecasting call volumes and staffing needs based on historical trends.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Operations Management
Lawyer Firm
05.2014 - 06.2017
- Improved operational efficiency by streamlining processes and implementing best practices in operations management.
- Developed and executed strategic plans for organizational growth, resulting in increased productivity and revenue.
- Enhanced supply chain performance by optimizing logistics, inventory control, and supplier management.
- Designed and implemented process improvements to reduce waste, increase efficiency, and improve overall operational effectiveness.
- Optimized workforce utilization by developing efficient staffing models based on workload analysis and capacity planning techniques.
- Collaborated with leadership to establish performance metrics that aligned with company goals, driving continuous improvement efforts across the organization.
- Conducted thorough risk assessments to proactively address potential issues in operations management processes.
- Ensured compliance with industry standards and regulatory requirements through diligent monitoring of policies, procedures, and documentation.
- Delivered successful projects on-time and within budget by effectively coordinating resources and timelines.
- Reduced operating costs with cost analysis and resource allocation optimization strategies.
- Implemented data-driven decision-making strategies to identify opportunities for continuous improvement in operations management.
- Managed cross-functional teams to ensure seamless communication and collaboration among departments for smooth project execution.
Education
Master of Arts - Hospitality Administration And Management
Florida Internation University
Miami, FL07.2020
BBA - Human Resouces Management
Interamerican University of Puerto Rico
San German, PR05.2018
Skills
- Client Interactions
- Customer Relationship Management
- Financial Transactions
- Sales Team Development
- Workflow Improvements
- Daily Workflows
- Account Information Review
- Client Rapport-Building
- Problem Resolution
- Team Goals
- Client Correspondence
- Clerical Support
- Workflow Processes
- Interdepartmental Collaboration
Certification
CCSM Certification Level 1
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Client Account Manager
Onboard RS
08.2023 - Current
Resident Support Agent
Onboard RS
05.2022 - 08.2023
Multimedia Services + Advisor
Kelly Connect Services
03.2021 - 05.2022
Call Center Supervisor
The Results Company
02.2020 - 03.2021
Operations Management
Lawyer Firm
05.2014 - 06.2017
Master of Arts - Hospitality Administration And Management
Florida Internation University
BBA - Human Resouces Management
Interamerican University of Puerto Rico
CCSM Certification Level 1
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