Kevin Platero Iraheta
Carrollton
Summary
Experienced sales professional specializing in team leadership and operational improvements. Achievements include significant cost reductions and productivity enhancements without sacrificing service quality. Successfully directed call center transformations using strategic insights and innovative practices.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Call Center Performance Manager POC
Nielsen Audio
Dallas/Remote
05.2022 - 11.2025
- Managed performance analysis and reporting for audience measurement projects.
- Analyzed employee productivity data to identify areas for improvement.
- Organized team-building events aimed at improving morale among staff members.
- Developed strategies to enhance data collection processes and improve accuracy.
- Collaborated with cross-functional teams to integrate audience insights into campaigns.
- Led training sessions on effective data interpretation and usage.
- Oversaw quality assurance for data integrity in media measurement systems.
- Facilitated communication between clients and internal teams regarding project updates.
- Evaluated market trends to inform strategic decisions in audience engagement initiatives.
- Utilized analytics tools to monitor performance metrics and identify areas for improvement.
Call Center Team Leader
Nielsen Audio
Dallas
06.2014 - 05.2022
- Evaluated research interviewers' calls to identify performance gaps and implement corrective measures.
- Oversaw daily performance and development of research interviewers in call center.
- Monitored operational tasks, addressing any administrative issues promptly.
- Fostered teamwork through a collaborative work environment among team members.
- Delegated responsibilities to optimize group productivity and efficiency.
- Assessed production floor conditions to identify necessary resources for performance improvement.
- Provided initial support for employee inquiries, serving as escalation point for concerns.
Research Interviewer
Arbitron
Dallas
02.2012 - 06.2014
- Conducted in-depth interviews to gather qualitative research data.
- Utilized effective listening skills to enhance participant interactions during interviews.
- Assisted in developing survey instruments and administered surveys via phone and online platforms.
- Verified accuracy of collected data.
- Handled high volumes of calls efficiently, using computer technology.
- Assessed customer needs, and provided timely solutions to resolve issues.
- Identified consumer needs, clarified information, and researched issues for alternative solutions.
- Performed follow-up calls for additional assistance or clarification on inquiries.
Sales Manager
Lacoste Boutique
Plano
06.2009 - 05.2012
- Managed inventory levels to ensure product availability and optimal stock rotation.
- Oversaw daily operations, ensuring compliance with company standards and protocols.
- Cultivated relationships with customers to foster a welcoming shopping environment.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Handled cash, credit, and digital payments with attention to detail and security protocols.
- Resolved customer complaints promptly, ensuring satisfaction and loyalty to the brand.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Business Analytics Professional Certificate - Business Analytics
Harvard Business School Online
Boston, MA11-2025
Six Sigma Green Belt -
Villanova University
Villanova, PA12.2020
Associate of Arts - Sociology
Brookhaven College
Farmers Branch, TX12.2012
Skills
- Sales experience
- Ability to prioritize and multitask while navigating through multiple business applications
- Self-motivated, with relentless focus on achieving and exceeding goals
- Microsoft Office Suite
- Customer service expertise
- Quality assurance
- Sales strategies
- Data collection and analysis
- Business strategy
- Critical problem-solving
- Market research insights
- Analytical skills
- Operational efficiency
- Team collaboration
- Professional communication
- Process improvement techniques
- Customer focus
- Performance optimization
- Data interpretation
- Project execution strategies
- Effective communication skills
- Client relationship management
- Continuous enhancement processes
- Goal-setting frameworks
- SQL proficiency
- Call center operations
Languages
Spanish
Native/ Bilingual
Certification
Business Analytics Certificate
Timeline
Call Center Performance Manager POC
Nielsen Audio
05.2022 - 11.2025
Call Center Team Leader
Nielsen Audio
06.2014 - 05.2022
Research Interviewer
Arbitron
02.2012 - 06.2014
Sales Manager
Lacoste Boutique
06.2009 - 05.2012
Business Analytics Professional Certificate - Business Analytics
Harvard Business School Online
Six Sigma Green Belt -
Villanova University
Associate of Arts - Sociology
Brookhaven College