Julio Ford
Operation manager
Rosedale,MD
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Fluent in English and Spanish language. Professional dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
19
19
years of professional experience
Work History
Manager of Operations
Merry Maids
03.2024 - Current
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow
- Streamlined office operations by implementing efficient filing systems and organizational strategies
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment
- Improved employee retention rates by fostering positive work environment and providing growth opportunities through training programs
- Assisted in recruitment process, conducting interviews and onboarding new employees to promote seamless integration into team dynamic
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Bilingual Loan Officer
Discover Financial
01.2023 - 05.2024
- Conducted thorough credit analysis to minimize risk exposure for the financial institution
- Utilized advanced financial software tools to accurately assess borrower eligibility for various mortgage products
- Collaborated with underwriters to expedite loan approvals and close deals in a timely manner
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Provided language translation services for customer service inquiries
- Improved loan processing efficiency by streamlining application procedures and documentation requirements.
Account Manager Supervisor
Comcast
12.2020 - 10.2022
- Sphere headed in communication as liaison for agents and clients while supporting business culture
- Lead project management teams meetings created PowerPoint presentations for leadership
- Champion leadership managing and advocating multiple teams while adhering to policies and procedures
- Increased productivity driving results through coaching and training with consistent response time of 60% through technical and troubleshooting support
- Increased client satisfaction by promptly addressing concerns and providing personalized solutions
- Resolved complex client issues, maintaining high level of customer satisfaction during challenging situations.
PRIORITY SERVICE SUPERVISOR
Comcast
12.2011 - 12.2020
- Technical support for customers, trouble shooting to identify appropriate resolutions for managed broadband, Wi-Fi, router and security delivered over BCI and or Metro E
- Verified network outages and escalated to appropriate repair agents to ensure timely resolution with primary emphasis on quality first call resolution
- Accurately document problems including detection information, diagnostic results and repair information through trouble ticketing systems
- Used multiple software systems and applications for accuracy with client orders
- Resolved live customer service issues
- Resolve remotely customer technical issues
- Conducted regular performance reviews for staff members, identifying areas for growth and providing constructive feedback.
Bilingual Corporate Escalation Agent
Comcast
09.2005 - 12.2011
- Expert bilingual representative interaction for escalated customer calls that overextended reach of team members experience or authority
- Consistent exercise of independent judgment and discretion in matters of significance
- Analyzed data to assist with coaching and agent development
- Expert problem-solving decreasing customer complaints by 40%
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Education
Associate of Applied Science - Information Technology
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ08.2025
No Degree - Computer Networking And Telecommunications
Tesst College of Technology
Towson, MD05.2011
Skills
- Team Coaching
- Production Goal Setting
- Performance Evaluations
- Complaint Investigation
- Spanish Fluency
- Schedule Management
- Cost Control
- Employee Development
- Workflow Optimization
- Workforce Management
- Business Administration
Timeline
Manager of Operations
Merry Maids
03.2024 - Current
Bilingual Loan Officer
Discover Financial
01.2023 - 05.2024
Account Manager Supervisor
Comcast
12.2020 - 10.2022
PRIORITY SERVICE SUPERVISOR
Comcast
12.2011 - 12.2020
Bilingual Corporate Escalation Agent
Comcast
09.2005 - 12.2011
Associate of Applied Science - Information Technology
Maricopa Community Colleges - Rio Salado Community College
No Degree - Computer Networking And Telecommunications
Tesst College of Technology