Julian Pinan
Senior Support Manager
Kissimmee,FL
Summary
Developed strong leadership and problem-solving skills in fast-paced customer service environment, excelling in team management and customer satisfaction. Adept at implementing efficient processes and fostering collaborative team dynamics. Seeking to leverage these transferable skills in new, challenging field.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Support Manager
Onboard Powered by Conservice
09.2025 - Current
- Designed and launched multiple specialized support programs, including Concierge, Retention, and Escalations, to address complex call profiles and high-impact resident interactions.
- Defined end-to-end program scope, including service objectives, intake criteria, escalation paths, and success metrics for each specialized queue.
- Built staffing models from the ground up by analyzing historical volume, call drivers, and skill requirements to determine headcount, coverage, and schedule design.
- Established distinct workflows and queue routing strategies to ensure accurate call distribution and reduce unnecessary escalations to general support.
- Partnered with Support Leadership, Workforce, and Operations to align program design with business priorities and service-level expectations.
- Defined role responsibilities, competency requirements, and performance expectations for specialized agents and team leads.
- Supported hiring and onboarding efforts by providing role definitions, staffing forecasts, and ramp plans to ensure operational readiness.
- Developed training requirements and knowledge pathways in collaboration with QA and Training to support agent proficiency and consistency.
- Implemented program-specific KPIs, including productivity, adherence, quality, conversion, and retention metrics, to measure effectiveness and scalability.
- Led change management efforts by communicating program intent, operational changes, and performance expectations to stakeholders and frontline teams.
- Monitored program performance post-launch, identifying optimization opportunities and making data-driven adjustments to staffing, workflows, and routing.
- Served as an escalation point during early-stage rollout, ensuring service continuity and rapid issue resolution.
Senior Workforce Manager
Onboard Powerd by Conservice
07.2024 - 08.2025
- Analyzed workforce data to optimize staffing levels and enhance operational efficiency.
- Coordinated scheduling and resource allocation to meet service delivery goals.
- Developed training materials to improve team performance and knowledge retention.
- Monitored employee productivity, providing feedback for continuous improvement.
- Led workforce strategy for multi-channel support operations (voice, chat, tickets) across U.S. and Philippines teams.
- Owned short- and long-term forecasting, staffing models, and schedule optimization to meet SLA and cost targets.
- Partnered with Support Directors and Team Leads to drive adherence, productivity, and attendance accountability.
- Implemented real-time management and escalation protocols to mitigate volume spikes and staffing gaps.
Enterprise Account Manager
Onboard Powered by Conservice
08.2023 - 08.2024
- Cultivated strong relationships with enterprise clients to enhance customer satisfaction and retention.
- Developed tailored solutions by analyzing client needs and aligning services with business objectives.
- Collaborated with cross-functional teams to ensure seamless service delivery and issue resolution.
- Monitored account performance and implemented strategies to improve service efficiency and effectiveness.
- Served as a key operational partner between enterprise clients and internal support teams, ensuring staffing alignment with service commitments.
- Analyzed account-level performance trends, volume drivers, and operational risks to support staffing and coverage planning.
- Collaborated with Workforce, HR, and Leadership to support recruitment planning and workforce scalability for enterprise accounts.
- Produced performance and operational reports for senior leadership, highlighting trends, risks, and improvement opportunities.
- Supported continuous improvement initiatives focused on operational efficiency, capacity utilization, and service consistency.
- Facilitated cross-functional coordination to ensure timely delivery of services and resolution of escalated operational issues.
Community Support Manager
Onboard Powered by Conservice
11.2022 - 08.2023
- Developed and implemented community engagement programs to foster resident participation.
- Facilitated communication between residents and management to address concerns effectively.
- Coordinated training sessions for staff on community support best practices.
- Analyzed resident feedback to improve service delivery and enhance satisfaction levels.
- Delivered coaching, feedback, and performance management to improve individual and team-level outcomes.
- Supported workforce planning efforts by providing frontline insights on volume drivers, agent capacity, and operational constraints.
- Ensured compliance with company policies, labor requirements, and documentation standards.
Community Support Team Lead
Onboard Powered by Conservice
11.2022 - 08.2023
- Led support team to enhance customer satisfaction and resolve escalated issues efficiently.
- Implemented training programs for new staff, improving onboarding effectiveness and team performance.
- Analyzed customer feedback to identify service gaps, driving continuous improvement initiatives.
- Coordinated daily operations, ensuring timely responses to client inquiries and requests.
Community Support Specialist
Onboard Powered by Conservice
05.2022 - 11.2022
- Provided comprehensive support for community members, addressing inquiries and resolving issues promptly.
- Facilitated communication between residents and management, enhancing service delivery and satisfaction.
- Coordinated community outreach programs, promoting engagement and resource access for residents.
- Developed training materials for staff on community resources and support services offered.
Education
MBA - International Business Management
Hult International Business School
Cambridge, Massachusetts, MA07-2022
BBA - Human Resources Management
Florida International University
Miami, FL05-2020
Skills
- Technical support expertise
- Teamwork and collaboration
- Problem-solving
- Continuous improvement
- Staff management
- Training and mentoring
- Regulatory compliance
- Project management
- Quality assurance
- Customer service expertise
- Performance management
- Work Planning and Prioritization
Certification
- CPM - Certified Professional Manager
- CM - Certified Manager Certification
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Support Manager
Onboard Powered by Conservice
09.2025 - Current
Senior Workforce Manager
Onboard Powerd by Conservice
07.2024 - 08.2025
Enterprise Account Manager
Onboard Powered by Conservice
08.2023 - 08.2024
Community Support Manager
Onboard Powered by Conservice
11.2022 - 08.2023
Community Support Team Lead
Onboard Powered by Conservice
11.2022 - 08.2023
Community Support Specialist
Onboard Powered by Conservice
05.2022 - 11.2022
MBA - International Business Management
Hult International Business School
BBA - Human Resources Management
Florida International University