Raul Perez Jr
El Paso,TX
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Customer Service Lead
Sierra Regency Plastics
El Paso, TX
12.2023 - 01.2025
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Consulted with customers regarding needs and addressed concerns.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Developed strong customer relationships to encourage repeat business.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Handled customer inquiries and complaints in a professional manner.
- Prevented key account losses by researching discrepancies and correcting problems.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Operations Manager
Continuum
El Paso, TX
01.2008 - 02.2023
- Delegated work to staff, setting priorities and goals.
- Implemented campaigns and promotions to help with developing goods and services.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Built strong operational teams to meet process and production demands.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Oversaw financial management, budget management, accounting and payroll activities.
- Responded to information requests from superiors, providing specific documentation.
- Measured and reviewed performance via KPIs and metrics.
- Created detailed reports on the performance of individual departments within operations.
- Structured HR consulting services to support clients during organizational developments and changes.
- Presented performance and productivity reports to supervisors.
- Planned delivery routing, team workflows, and promotional initiatives.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Developed and implemented operational procedures to ensure quality standards are met.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Collaborated with team leaders on quality audits.
X Link Operator
Copperfield College
El Paso, TX
12.2005 - 10.2008
- Checked control panel and gauges during equipment operation.
- Set up and operated production machinery according to specific standards and protocols of company.
- Separated products according to weight, grade and size of material to produce final product.
- Followed daily preventive maintenance schedule for cleaning and lubricating machinery.
- Performed routine maintenance on equipment to ensure optimal performance.
- Maintained cleanliness of work area and equipment in accordance with safety regulations.
- Inspected finished products to verify conformity to quality standards.
- Maintained production and quality documentation.
- Reduced health and safety risks with strict adherence to safety protocols and PPE requirements.
- Monitored and adjusted machine operations as needed for quality assurance.
- Assisted in the setup of production lines according to customer specifications.
- Measured and weighed items to meet quality standards and prevent waste.
- Worked effectively in team environments to make the workplace more productive.
- Operated equipment and machinery according to safety guidelines.
Education
Some College (No Degree) - Business Administration And Management
University of Phoenix
El Paso, TXSkills
- Customer service
- Data analysis
- Project management
- Team collaboration
- Financial management
- Sales support
- Communication skills
- Quality control
- Paperwork processing
- Dispute resolution
- Escalation management
- Customer complaint resolution
- Call center operations
- Verbal and written communication
- Employee coaching
- Administrative duties
Languages
Spanish
Professional
Timeline
Customer Service Lead
Sierra Regency Plastics
12.2023 - 01.2025
Operations Manager
Continuum
01.2008 - 02.2023
X Link Operator
Copperfield College
12.2005 - 10.2008
Some College (No Degree) - Business Administration And Management
University of Phoenix