Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Julissa Rubio

Albuquerque

Summary

Results-driven Operations Leader with 20+ years of experience in financial services, customer operations, and collections. Proven ability to lead cross-functional teams, manage high-volume workflows, and improve KPIs through process optimization and data-driven decisions. Experienced in project coordination support including recruiting events, onboarding, training programs, and process improvements. Strong background partnering with Compliance, Legal, and Executive leadership to ensure regulatory compliance (FDCPA, CFPB). Skilled in coaching teams, managing escalations, and improving service-level performance in fast-paced environments. Currently pursuing PMP certification to strengthen formal project management skills.

Overview

21
21
years of professional experience

Work History

Operations Manager – Collections

Spring Oaks Capital
Albuquerque, NM
08.2025 - 02.2026
  • Led daily operational workflows for a 10–20 agent team, ensuring KPI achievement, compliance adherence, and production goals.
  • Coordinated cross-functional efforts with Compliance, Legal, and Executive leadership to maintain FDCPA/CFPB regulatory alignment.
  • Drive audit readiness through standardized workflows, documentation practices, and clear communication protocols.
  • Oversee recruiting, interviewing, onboarding, and development of staff, emphasizing inclusive leadership and retention.
  • Serve as project lead for hiring events, coordinating logistics, schedules, and community partnerships.
  • Improved operational efficiency through performance analysis and targeted coaching strategies, increasing productivity by 10%.
  • Managed escalation and dispute resolution processes, ensuring timely resolution and customer impact mitigation
  • Streamlined operational processes to enhance efficiency and reduce costs.
  • Analyzed operational workflows, identifying bottlenecks and implementing solutions for optimization.

Bilingual Customer Care Supervisor

Bread Financial
Albuquerque, NM
08.2005 - 10.2024
  • Managed a team of 15 to 25 customer service representatives in a high volume call center handling 100+ calls daily achieving SLA.
  • Led and developed high-performing bilingual teams ranked in top 10% for quality, efficiency and customer satisfaction metrics.
  • Managed offshore team leads in Mexico and Jamaica, ensuring performance consistency, service quality, and compliance.
  • Utilized operational analytics to identify trends, improve processes, and enhance service delivery.
  • Analyzed customer feedback to identify trends, improving service delivery processes and outcomes.
  • Facilitated team meetings, documented action items, and ensured timely follow-up on deliverables.
  • Trained teams on policy interpretation, regulatory requirements, and effective customer communication.
  • Coordinated and led high-volume hiring events, supporting recruitment and onboarding of 50+ candidates per cycle
  • Coordinated cross-functional collaboration to resolve complex customer inquiries efficiently.
  • Developed and implemented training programs to enhance staff performance and customer satisfaction.
  • Monitored key performance indicators, establishing benchmarks for team productivity and service quality.

Education

High School Diploma -

Cibola High School
Albuquerque, NM

Project Management Professional (PMP) Certification - Exam Prep Training

Central New Mexico Community College
04.2026

Skills

  • Leadership development
  • Team Leadership & Manager Development
  • Recruiting, Hiring & Onboarding
  • KPI & Performance Management
  • Workflow Optimization & Process Standardization
  • Budget Awareness & Resource Planning
  • FDCPA & CFPB Compliance
  • Audit Readiness & Documentation
  • Risk Mitigation & Regulatory Alignment
  • Escalation Resolution & Consumer Advocacy
  • Executive & Cross-Functional Communication
  • Bilingual (English/Spanish) Leadership

Languages

English & Spanish

Timeline

Operations Manager – Collections

Spring Oaks Capital
08.2025 - 02.2026

Bilingual Customer Care Supervisor

Bread Financial
08.2005 - 10.2024

Project Management Professional (PMP) Certification - Exam Prep Training

Central New Mexico Community College

High School Diploma -

Cibola High School