LETICIA G. PUENTE
Frisco,TX
Summary
Customer Service Operations Manager with 6+ years of progressive leadership in high-volume contact centers. Proven track record of optimizing workflows, leveraging data analytics (PCCE, Cisco Finesse), and leading teams of up to 38 FTEs to exceed performance goals (97% handle ratio). Skilled in aligning cross-functional operations with business objectives, implementing automation, and driving efficiency through SAP and Salesforce. Bilingual leader dedicated to developing high-performing teams and enhancing customer retention.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Southern Glazer’s Wine & Spirits
Dallas, TX
09.2019 - Current
- Lead end-to-end customer service operations for a high-volume distribution center, directly managing 4 Supervisors and a team of 34 representatives. Orchestrate daily workflows including order entry, new account setup, and complex issue resolution, ensuring alignment with sales objectives and operational capacity.
- Strategic Operations & Workflow Optimization: Direct all aspects of contact center operations, leveraging Cisco Finesse and PCCE analytics to monitor real-time metrics. Optimize staffing models to consistently achieve service level goals and maintain a 97% handle ratio, directly impacting customer retention.
- Cross-Functional Leadership: Partner with IT, Sales, Credit, and Operations to identify bottlenecks and implement automation enhancements. Successfully reduced manual data entry and streamlined workflows, leading to faster order processing and improved data accuracy across SAP and Salesforce platforms.
- Team Development & Performance Management: Champion a culture of continuous improvement through targeted coaching, regular performance audits, and data-driven feedback. Developed and mentored 4 internal Supervisors, building a robust leadership pipeline and elevating overall team quality metrics.
- Complex Resolution & Risk Management: Serve as the highest point of escalation for critical account issues, credit limit approvals, and SAP order blocks. Balance sales growth with risk mitigation by strategically evaluating credit increases and resolving discrepancies that would otherwise cause fulfillment delays.
- Key Leadership Achievements:
- Exceeded Performance Targets: Achieved and sustained a 97% handle ratio, consistently surpassing departmental goals for efficiency and customer satisfaction.
- Improved Team Quality: Enhanced overall quality scores through the implementation of a new coaching framework and standardized performance audits.
- Drove Operational Efficiency: Partnered with IT to launch automation tools that reduced manual work by an estimated 20%, streamlining the new account setup process and reducing handling times.
- Boosted Customer Satisfaction: Resolved high-priority escalations and systemic order block issues, leading to a measurable improvement in customer retention.
- Led customer service initiatives to enhance client satisfaction and retention rates.
- Streamlined communication between departments to resolve customer inquiries efficiently.
Escrow Tax Specialist II
CoreLogic
Dallas, TX
08.2018 - 09.2019
- Managed a high-volume portfolio of escrow accounts, ensuring accuracy in tax payments and customer inquiries to support seamless loan servicing.
- Executed detailed escrow analyses and processed automated tax files, delinquent bills, and payment adjustments for a national client base.
- Collaborated with internal teams to resolve discrepancies during loan onboarding, preventing financial inaccuracies and ensuring compliance.
- Conducted in-depth tax research to support client inquiries and resolve issues effectively.
Bilingual Research Interviewer
Nielsen
Dallas, TX
08.2017 - 08.2018
- Maintained exceptional data integrity and call quality while engaging with a diverse respondent pool, contributing to the accuracy of national market research.
- Implemented quality control measures to ensure accuracy and reliability of collected data.
- Conducted in-depth interviews to gather qualitative data on consumer behavior and preferences.
Education
Certificate -
McKinsey & Company
01-2025
Bachelor of Science - Business Management
The Art Institute of Dallas
Dallas, TX01-2016
Skills
- Platforms: SAP, Salesforce, Cisco Finesse, PCCE, Microsoft Office Suite
- Microsoft outlook, word, and Excel
- Languages: Fluent in Spanish (Professional Proficiency)
- Problem-solving
- Customer focused
- Exceptional interpersonal communication
- Customer relationship management (CRM)
- Excellent time management skills
CORE COMPETENCIES
- Leadership & Development: Team Management (up to 38 FTEs), Supervisor Coaching, Performance Management, Succession Planning.
- Operations & Strategy: Workforce Planning (WFP), Service Level Agreement (SLA) Adherence, Call Center Analytics, Process Improvement, Automation Implementation.
- Technical Proficiency: SAP, Salesforce, Cisco Finesse, PCCE Reporting, Advanced Excel, Data Analysis, Order Management Systems.
- Financial Acumen: Credit & Risk Mitigation, Escrow Analysis, Account Receivables Management.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Manager
Southern Glazer’s Wine & Spirits
09.2019 - Current
Escrow Tax Specialist II
CoreLogic
08.2018 - 09.2019
Bilingual Research Interviewer
Nielsen
08.2017 - 08.2018
Bachelor of Science - Business Management
The Art Institute of Dallas
Certificate -
McKinsey & Company