Luis Aguilar Montes
Saratoga Springs,UT
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
7
7
years of professional experience
Work History
Supervisor, Marketplace Live Operations
DoorDash
Phoenix, AZ
05.2021 - 01.2024
- Leading by example and being responsible for that shift including Training and developing team members
- Understanding operations inside and out to be able to support cross functionally across departments
- Supporting the HQ and Field Teams to ensure our customers receive first class delivery
- Ensuring all operations are running smoothly and safely
Supporting Leadership with ongoing departmental development - Conducted interviews to hire on new faces to join the team and help us succeed with out Customer first mentality.
- Deep Dived into raw data to find trends & issues that can be corrected through coaching or 1:1 guidance.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Developed effective improvement plans in alignment with goals and specifications.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
Subject Matter Expert
DoorDash
Phoenix, AZ
06.2019 - 05.2021
- Ensure that agents have the support they need when working cases, mainly, when they are adapting to new policy changes and new procedures.
- Solely focused on servant leadership as my main style of leadership, this style tells everyone that I’m there to help them with any issues that they have on the floor or on a troublesome case that requires extra assistance. No question goes unanswered.
- Worked on projects that focus on targeting knowledge gaps to improve the team’s metrics as a whole/each individual rep’s metrics, whether it be on the phone or on Web cases.
- Collaborated with management to identify and prioritize new development concepts.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Improved workflow efficiency by developing standardized procedures for task management and resource allocation.
- Developed and presented business cases, presentations and reports to senior management.
- Championed change management efforts during organizational transitions by offering expert guidance on navigating new processes and structures.
- Documented diagnostic results and supported root cause analysis and troubleshooting.
Support Escalations Representative
DoorDash
Phoenix, AZ
09.2018 - 06.2019
- Worked on a backlog of 4,000+ web cases for the company spanning back 3-4 years.
- Familiarized myself with Salesforce, Stripe, Sift, Dispatch, & other software to provide an accurate resolution for the case at hand.
- Discovered more efficient and more effective methods of utilizing tools & resources to get these cases solved within 3 months instead of the projected 6-8 months.
- Became the point of contact for my Line Of Business and would train incoming new hires on the best practices and procedures while assisting with casework.
- One of the first representatives to assist with the phone pilot project to add phones to our day to day workflows.
Technical Support Representative
Empereon Call Center
Phoenix, AZ
07.2017 - 09.2018
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Offered assistance in implementing and developing training programs.
- Aided customers with technical support regarding their modem and connection issues.
- Became temporary Team Lead with supervisor responsibilities when necessary.
- Responded to customer inquiries and provided technical assistance over phone.
Student Advisor
Greenwood Hall
Phoenix, AZ
01.2017 - 07.2017
- Assisted students with class selections and core class credit advisement.
- Encouraged students to explore age-appropriate and career-related opportunities.
- Used standardized assessments to evaluate abilities, interests and characteristics of different students.
- Advocated for students to access available resources.
- Educated students on college admissions process and scholarship requirements.
- Developed strong relationships with faculty members, fostering an environment of collaboration in support of student goals.
Education
High School Diploma -
Mesa High School
Mesa, AZ05.2012
Skills
- Proficient with Salesforce reporting
- Proficient in Microsoft and Google suite
- Experience in supervising a team of 20-25 workers
- Avid believer of Servant Leadership and focused on motivating my team(s)
- Comfortable making tough decisions that balance the trade-off between quality and quantity
- I work very well in a fast-paced environment
Intuitive towards new projects to improve the department and team’s metrics
- Detail and results- orientated
- Strong communication across different lines of business
- Have a knack for process improvement
- Data Analysis
- Processes and procedures
Timeline
Supervisor, Marketplace Live Operations
DoorDash
05.2021 - 01.2024
Subject Matter Expert
DoorDash
06.2019 - 05.2021
Support Escalations Representative
DoorDash
09.2018 - 06.2019
Technical Support Representative
Empereon Call Center
07.2017 - 09.2018
Student Advisor
Greenwood Hall
01.2017 - 07.2017
High School Diploma -
Mesa High School