Summary
Work History
Education
Skills
Accomplishments
Additional Information
Languages
Work Availability
Quote
Timeline
Overview
Generic
LUIS A. ORTIZ

LUIS A. ORTIZ

San Jose,CA

Summary

Business operations professional offering 15 years of experience in driving revenue, performance and productivity. Well-versed in developing quality talent and customer-focused teams. Led Asia-Pacific division and main the global professional services practices to become the company's most profitable unit. Ensuring superior operational oversight and support for all international clients. Highly skilled in applying market knowledge and engaged on acquiring key international accounts by increasing the growth and development success of the entire acquiring team. Dedicated and dependable with proven success in implementing cost-reduction initiatives knowledge to resolve complex issues and challenges. Seasoned management professional successful at establishing excellent working relationships with customers, employees, vendors and contractors. Focusing in continuously meeting financial targets preparing weekly, monthly and annual budgets. Strong leader and problem-solver dedicated to streamlining operations to decrease costs, independent decision-making skills and sound judgment to positively impact company success.

Work History

International Director /Senior Business Operations Manager

NEARSOL
02.2018 - 12.2022
  • Market Assessment and Guarantying both local and international customer satisfaction by providing tailored-fit services based on their particular and unique needs
  • Cross- Cultural Employee Development Enhancing management team across diverse cultures and time zones to be accustomed to giving quality customer experience through business interest alignment, risks mitigation, and objective achievement.
  • Tracking Coaching b Maintaining good international communication support of entire team regarding proposals, contracts, compliance and other required support through time-to-time over sighting and quick coaching.
  • Implemented Business strategies increasing revenue % and effectively targeting new accounts.
  • Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Trained and guided team members to maintain high productivity and performance metrics. Manage and oversee functions to fixed account from negative numbers to positive.
  • Reviewed company's strategic plans and developed departmental goals and standards to support vision.
  • Implemented escalation procedures to effectively handle time-sensitive issues.
  • Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.

Director /Senior Business Operations Manager

C3 Customer Contact Channels
04.2013 - 01.2018
  • Oversaw day-to-day business operations by fostering deep professional relationships with business partners and internal teams.
  • Business Development revived detrimental business status by acquiring revenue-generating and reputable accounts, including FedEx and Hertz. Increased growth and success of strategic accounts and contributed to lead generation.
  • Team Planning Developed small team to gather more of same accounts, starting at 50 acquiring agents. Honed and trained two (3) Operations Manager and fifteen (15) supervisors to handle growing number of 700 FTE with in FedEx.
  • Manpower Growth and Efficiency Managed quality performance using various programs, including Abandonment Rate-Tool, Call Quality and Call Center Performance Metrics.
  • Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.
  • Reviewed company's strategic plans and developed departmental goals and standards to support vision.
  • Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
  • Planning, assigning, directing work, discussing with employee’s performance appraisals, addressing employee performance and corrective action plans. Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, meeting financial targets by estimating performance requirements by preparing weekly, monthly and annual budgets
  • Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Interviewed and hired strong candidates for team openings.
  • Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals
  • Worked closely with organizational leadership and board of directors to guide operational strategy
  • Evaluated company documentation to verify alignment with regulatory requirements
  • Monitored and coordinated workflows to optimize resources
  • Established departmental performance goals and provided feedback for underperforming areas

Operations Director

Xerox, ACS
02.2007 - 05.2013
  • Reviewed financial and operational reports on regular basis to make effective decisions.
  • Improved company revenue by collaborating with marketing, sales and service departments.
  • Oversaw day-to-day business operations 1000 FTE's and 7 OPS Managers fostering deep professional relationships with UPS business partner and internal teams.
  • Manpower Growth and Efficiency Managed quality to 97% performance using various programs, including Abandonment Rate-Tool, Call Quality and Call Center Performance Metrics.
  • Reviewed company's strategic plans and developed departmental goals and standards to support client vision.
  • Planning, assigning, directing work, discussing with employee’s performance appraisals, addressing employee performance and corrective action plans. Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, meeting financial targets by estimating performance requirements by preparing weekly, monthly and annual budgets
  • Listened to staff and customer issues to deliver solutions.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Interviewed and hired strong candidates for team openings.
  • Directed management meetings with UPS to enhance collaboration and maintain culture based on trust and group problem-solving.
  • Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
  • Reviewed financial and operational reports on regular basis to make effective decisions

Operations Manager

United Airlines, San Francisco International Airport
07.1994 - 01.2007
  • Introduced new methods, practices, and systems to reduce turn around time.
  • Devised processes to boost long-term business success and increase profit levels.
  • Established positive and effective communication among teams in United Airlines therefore reducing miscommunications, and missed deadlines.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Policy Implementation device operating rules and policies that acted as preventive and corrective actions for all aircraft incidents and damages, employee injuries, and overall operational irregularities
  • Manpower Development Conducted various in-house trainings and mentoring, addressing issues in punctuality, discipline, and character for every flight departure and arrival.
  • Airline Safety Ensured that carriers have been compliant with certifications of various regulatory agencies, including Federal Aviation Administration, United States Environmental Protection Agency, and others.
  • Auditing Conducted flight audits, station audits and "at risk" behavior audits to provide good quality service and safe flights
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Identified and resolved unauthorized, unsafe or ineffective practices by 90%

Armed Forces

United States Marine Corps
03.1994 - 07.2005
  • Monitored gate activities, controlled traffic and responded to emergencies on base.
  • Patrolled base facilities and housing areas to deter crime, monitor activities and provide force protection.
  • Secured restricted areas and enforced limited access for civilians and military members in order to provide force protection
  • Manned base entry points to provide 24/7 force protection, reviewing identifications, searching vehicles and verifying deliveries prior to entrance to secure areas.
  • Maintained security of local areas and performed route clearance for visiting high-ranking officials.
  • Searched vehicles, buildings, and homes for evidence of stolen property.
  • Supervised 24-hour police operation investigating civil disturbances on base.
  • Spearheaded patrol operations and led security forces teams to support battlefield operations.
  • Guided and coordinated unit's force protection programs to meet fleet requirements.
  • Proven ability to learn quickly and adapt to new situations
  • Strengthened communication skills through regular interactions with others
  • Worked flexible hours across night, weekend and holiday shifts
  • Worked effectively in fast-paced environments
  • Proved successful working within tight deadlines and fast-paced environment
  • Excellent communication skills, both verbal and written
  • Skilled at working independently and collaboratively team environment

Education

BBA - Business Administration And Management

San Jose State University
San Jose, CA
08.1997

Associates - Business

West Valley College
San Jose, CA
04.1994

Skills

  • Verbal and Written Communication
  • Manage Budgets
  • Customer Relationship Management
  • Financial Forecasting
  • Project Management
  • Control of Expenses
  • Team Leadership
  • Coaching and Mentoring
  • Improve Performance
  • Operations Oversight
  • Business Management and Development
  • Best Practices and Standards
  • Revenue Growth
  • Business Administration
  • Business Operations
  • Forecasting and Planning

Accomplishments

  • FedEx
  • Guatemala City / USA
  • UPS
  • Guatemala City / USA
  • Pizza Hut
  • USA/Philippines
  • Samsung
  • Australia / Philippines
  • Puma
  • USA / Canada / Philippines
  • Hertz Rental cars
  • Dream Trips
  • USA/Asia , Mandarin,Cantonese and English
  • Collaborated with team of 4 in the development Dream teams.
  • Supervised team of 700 staff members.

Additional Information

Leadership in my life started in the Marine Corps. Their qualities enable me to assume progressively greater responsibilities towards my personal beliefs and work experience. Inspiration in driving personal examples of high moral standards reflecting: virtue, honor, patriotism, commitment, personal behavior and high performance, Technical proficiency, Knowledge of the skills and their application. Moral responsibility Personal adherence to high standards of conduct and the guidance of subordinates toward wholesomeness of mind adding Responsibility and guidance. Maintaining leadership standards and conducting leadership training by setting examples of obedience, courage, neatness, attention to duty and detail. Learn to lead yourself first, seek feedback up and down or across, be open to new ideas, push yourself outside of your comfort zone, pay attention to team dynamics, measure the performance of your team along several dimensions, provides leadership, support and guidance to management, ensure compliance with the company/client and regulatory guidelines and procedures in order to provide high quality service and outstanding customer care, each leader needs to supervise the business through effective leadership and management of customer service and quality care. Ensures a strong and robust TEAM WORK WITH ALL TEAM LEADERSHIP communications process between all managers and staff within the area is essential.

Languages

Spanish
Full Professional
English
Full Professional

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

Where you stumble and fall, there you discover the gold.
Joseph Campbell

Timeline

International Director /Senior Business Operations Manager

NEARSOL
02.2018 - 12.2022

Director /Senior Business Operations Manager

C3 Customer Contact Channels
04.2013 - 01.2018

Operations Director

Xerox, ACS
02.2007 - 05.2013

Operations Manager

United Airlines, San Francisco International Airport
07.1994 - 01.2007

Armed Forces

United States Marine Corps
03.1994 - 07.2005

BBA - Business Administration And Management

San Jose State University

Associates - Business

West Valley College

Overview

29
29
years of professional experience

Similar Profiles

CREATE PROFILE
LUIS A. ORTIZ