Luis Caballero
Senior Program Manager
Decatur,USA
Summary
Dynamic operations and program management executive with over 10 years of experience in leading high-volume workforce operations and multi-site retail management, driving revenue growth across diverse business units. Proven track record includes overseeing large-scale employee programs with workforces exceeding 400, achieving multimillion-dollar revenue increases, and implementing strategic operational initiatives that enhance efficiency, compliance, and profitability. Recognized as a bilingual (English/Spanish) leader skilled in cultivating high-performing teams and navigating complex regulatory environments to ensure organizational success. Committed to leveraging expertise to drive operational excellence and foster sustainable growth.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Senior Program Manager
Effex Management Solution
01.2023 - Current
- Oversee the fulfillment of more than 400 employees for the client. Organizational goals by coordinating activities between multiple projects, focusing on program strategy, project delegation, and program implementation, rather than directly managing projects
- Key Responsibilities:
- Lead the end-to-end lifecycle of programs, from planning through execution and delivery.
- Coordinate multiple-interrelated projects across departments and teams.
- Develop and maintain comprehensive program plans, schedules, and documentation.
- Monitor program progress and performance; proactively identify risks and implement mitigation strategies.
- Act as the primary point of contact for stakeholders, ensuring transparent and effective communication.
- Manage resource allocation across projects and teams.
- Report program status to senior leadership, highlighting key milestones, risks, and dependencies.
- Drive alignment between strategic objectives and program outcomes.
- Champion continuous improvement in program delivery processes and tools.
- Manage Time Off Requests and Obtain Proper Management Approval
- Attend Client Meetings
- Source and Interview Candidates for Job Openings
- Maintain Candidate & Employee Database
- Schedule Employees and Modify Schedules as Needed
- Manage Weekly Payroll for internal and external Employee.
- Invoice the client for the service required
- Manage Large volume business for more than 3.5 million dollars on Revenue annually
Store General Manager
AutoZone
Decatur, AL
08.2021 - 01.2023
- The Store General Manager (SM) ensures productivity, compliance with procedures, sales growth, and a safe workplace, while leading company initiatives and retaining top-performing staff. Store Managers deliver exceptional customer experiences by following AutoZone’s standards daily.
- Responsible for recruiting, supervising, scheduling, training, and developing staff; manages store operations and the commercial department when the Commercial Sales Manager is absent.
- Key Accomplishments
- Delegates and ensures store merchandising tasks are completed in a timely manner.
- Operates cash registers and follows established cash handling duties, including but not limited to deposits, petty cash, and lane accountability.
- Maintains a safe working environment while ensuring Auto Zoners implement those practices including PPE (Personal Protective Equipment)
- Monitors cash flow, inventory, and security control
- Maintains sales productivity, store appearance and merchandising standards.
- Conducts and reviews all opening and closing procedures.
- Manages emergency situations and conducts proper emergency procedures.
- Follow proper accident procedures.
- Provides feedback regarding AutoZone performance, prepares and administers Performance Evaluations and AutoZone Action Reviews
- Monitors and manages all activities related to Risk & Safety Management to maintain a safe work environment.
- Addresses customer concerns and resolves them with a goal of turning a complaint into a complement.
- Motivates Auto Zoners to provide WOW! Customer Service, enhance productivity level and market products to enhance sales and profits.
General Manager
Title Max Financial Corp
Decatur, AL
10.2019 - 08.2021
- As General Manager we will lead the store and team to success by setting the bar high for performance. I coach, develop, and lead my team to reach Company objectives and metrics in a fast-paced, dynamic, and high-energy environment. Along the way, we will provide them with a training and development program to help them move their career forward.
- Key Accomplishments:
- Ours Duties and Responsibilities
- Oversee, coach, and develop all store team members to build new business and maintain store profitability. This includes training team members on systems, policies, compliance, account management, recovery, and daily performance reports.
- Manage overall store performance by meeting or exceeding Company performance standards, including Key Performance Indicators (KPIs). Track, analyze, and train team members on various performance reports.
- Lead your team to reach or exceed sales goals by selling loan or pawn products to consumers, identifying local marketing strategies, leveraging business-to-business partnership opportunities, obtaining referrals, and hosting and participating in community events.
- Supervise and maintain office security and conduct proper opening and closing procedures, including management of vault, cash drawer, and bank deposits.
- Ensure a work environment that upholds compliance with Company policies and procedures, as well as local, state, and federal laws and regulations.
- Maintain a visually pleasing and professional atmosphere that aligns with the values and mission of the Company. This includes overseeing the store planogram and ensuring seasonal and/or promotional marketing material are displayed properly.
- Utilize personal vehicle to complete bank deposits and other Company business throughout the workday.
- Work efficiently in a rapidly changing and fast-paced environment and handle multiple challenging tasks with ease to meet individual and team performance standards.
- Utilize strong interpersonal skills to communicate and interact with customers and team members at all levels.
Area Manager
SPRINT CORPORATION INC.
01.2012 - 09.2019
- Deliver exemplary operational support managing daily operations, ensuring quality customer service, and coaching colleagues to achieve and exceed sales targets. Maintain an active knowledge on all products and service plans offered in effort to provide exceptional client experience. Serve as an ambassador for the organization participating in community events and actively procuring new customers.
- Key Accomplishments:
- Define a sales objective for the department in line with corporate standards.
- Monitor performance of team members, praising positive attributes, and underscoring areas for improvement.
- Review of financial data and statements to track performance. Subsequently adjust strategies to improve results.
- Orchestra a daily meeting with the sales team to determine tasks and resolve any issues.
- Counsel, support, and motivate team members to capture objectives.
- Lead training initiatives ensuring consistency of performance among colleagues.
- Guide prospecting and lead generation efforts to acquire new individual and business customers.
- Communicated with team members, defining performance goals, and implanting tools to assist in reaching objectives.
- Executed performance evaluations indicating quality attributes and underscore aspects in need of improvement.
- Introduced a new strategy aimed at capturing more business accounts.
- Recognized as a quality team member consistently delivering exceptional customer service.
- Lauded as a Top 10 Stores Southeast Region in 2013.
Retail Sales Consultant
AT&T CORPORATION
Puerto Rico
01.2010 - 01.2012
- Offered a high level of customer service, establishing strong relations, defining the phone and service plan needs, and offering products and services to meet those requirements. Reviewed customer accounts to determine if upgrades or special promotions could be applied. Answered questions about products and services offered by AT&T.
- Key Accomplishments:
- Consistently exceeded monthly sales targets by promoting wireless plans, devices, and add-on services.
- Increased customer retention by identifying needs and recommending tailored solutions and upgrades.
- Recognized for delivering exceptional customer service and building long-term client relationships.
- Successfully upsold products and services, contributing to store revenue growth.
- Maintained high customer satisfaction scores by resolving issues efficiently and professionally.
- Stayed current on new products and promotions to provide accurate and relevant recommendations.
- Assisted in training new team members in sales techniques and product knowledge (if applicable).
Education
MBA - Human Resources Management
SAGRADO CORAZÓN UNIVERSITY
Puerto Rico 08.2001 - 07.2003
BBA - Business Administration And Management
INTER AMERICANA UNIVERSITY
Puerto Rico 08.1995 - 03.1999
Skills
- Operations Administration
- Fluent English & Spanish
- Onboarding & Training
- Data, Trends, & Analysis
- Shipping & Receiving
- Merchandising Strategies
- Sales & Promotions
- Relationship Building
- Mentorship & Motivation
- Customer Experience
- Forecasting & Modelling
- Performance Evaluations
- Revenue & Profit Growth
- Project Management
- Store Audits
- Corporate Communication
- Product & Service Knowledge
- Recruitment & Retention
- P & L Management
- Scope management
- Problem-solving skills
- Strategic planning
- Project leadership
- Training and mentoring
- Strong analytical skills
- Change management
- Personnel management
- Risk management
- Business forecasting
- Issue resolution
- Implementation planning
- Employee motivation
- Requirements gathering
- Staff leadership
- Corrective action planning
- Policy interpretation
Accomplishments
Toyota Sale of the year on 2005,2006
Sprint Site of the year on 2013,2014,2016
Sprint Manager of the Year on 2016,2018,2019
Effex Management Solution Rookie of the year 2023
Effex Management Solution Site of the Year 2024,2025
Additional Professional History
- TELEMAR PR (WMEI, Max Media – Channel 60)
- ACCOUNT EXECUTIVE
- 2007- 2009
- TOYOTA CORPORATION OF PR (Metro & Triangle Toyota)
- 2001 -2006
- SALES EXECUTIVE
- 2001 -2002
- Sales Adviser
- 2003
- Sales Consultant
- 2004 -2006
- Recognized as Top 100 Sales Executive 2001, 2002, 2003, & 2004
- FIVE STAR CLUB INC.
- SALES SUPERVISOR
- 1999 - 2000
Additional Training
- 5 Key Sales Behaviors
- Marketing Certifications
- Media Management
- Legal Aspects in Employed Termination Law, Cobra, & HIPAA
- Advanced English Coursework
- Mathematics (Capital College in Connecticut) Joe Verde Course for Car Salesman
Software Proficiencies
- Opus System
- MS Office Suite
- Snap
- CST
- DARA
- CRM
- TLXE
- CSA
- Repo System
- Ultra Pro- Teamwork -RDS Aviante
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Senior Program Manager
Effex Management Solution
01.2023 - Current
Store General Manager
AutoZone
08.2021 - 01.2023
General Manager
Title Max Financial Corp
10.2019 - 08.2021
Area Manager
SPRINT CORPORATION INC.
01.2012 - 09.2019
Retail Sales Consultant
AT&T CORPORATION
01.2010 - 01.2012
MBA - Human Resources Management
SAGRADO CORAZÓN UNIVERSITY
08.2001 - 07.2003
BBA - Business Administration And Management
INTER AMERICANA UNIVERSITY
08.1995 - 03.1999