Miguel Cifuentes
Miami
Summary
Dynamic leader with extensive experience, excelling in vendor management and team leadership. Achieved significant operational improvements through strategic project implementation and performance evaluation. Skilled in fostering relationships and enhancing service quality, driving efficiency while ensuring compliance across diverse teams and programs. Entrepreneurial professional offering progressive experience in operations leadership. Skilled at identifying and implementing process improvements to drive efficiency and productivity. Motivating leader with proven success managing cross-functional teams.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Deputy Director
Integral Group Solution
Miami
11.2020 - Current
- Company Overview: Collaborated in opening the US headquarters office for a multinational assistance company with a presence in 22 countries.
- Implemented process improvements to increase efficiency and effectiveness.
- Provided support in the recruitment and training of new staff members.
- Monitored and evaluated program effectiveness, making adjustments as necessary.
- Oversaw and enhanced program plans and operations strategies.
- Set up and managed all home assistance and roadside assistance programs.
- Created, supervised, and provided support to the service provider network.
- Managed overseas bilingual call center team.
- Hired, trained, and mentored staff members to maximize productivity.
- Developed and maintained relationships with external partners and vendors.
- Collaborated with other departments to identify areas for improvement and implement change.
- Implemented billing procedures, audited and reconciled accounts and recorded transactions.
- Assessed program performance against established goals and objectives.
- Oversaw the maintenance and updating of organizational databases and records.
- Established operational policies and procedures to ensure efficient operations.
- Facilitated team meetings to discuss progress and address challenges.
- Coordinated daily operations and managed workflow to enhance productivity.
Provider Network Department Manager
Road America
11.2019 - 12.2020
- Supervised all aspects of a nationwide network of 16K+ contracted and 20K+ outsourced elite service providers.
- Successfully trained, managed, and provided support to all members of the Provider Relations Dept. staff.
- Managed all product sales for our Provider Discount Program and promoted implementation of all our automation features.
- Analyzed trends and created and implemented projects designed to strengthen network, control and/or reduce costs, and enhance operational procedures.
- Coordinated team attendance to monthly industry trade shows and plan & execute all related events, such as meetings, focus groups, strategic planning sessions, seminars, workshops, etc.
- Analyzed performance reports and implemented measures to maximize efficiencies.
Network Area Manager- South Regions (SE & SW- 20 States)
Road America
01.2017 - 11.2019
- Identified & targeted areas with network deficiencies by constant monitoring market & individual provider performance through available reporting tools.
- Focus on average cost and other key performance metrics (call acceptance, ETA, ATA, ETA Adherence, Damages & Complaints to Services Ratios, DD Compliance %, etc.)
- Maintained a continuously growing network to efficiently handle service needs at outstanding quality standards.
- Pursued, developed & maintained long lasting, cost-effective relationships with network service providers.
- Provided support to service providers, prevented, addressed, & resolved issues and disputes.
- Recruited, contracted, and set up and maintained accounts for new service providers (est. 80-100/month).
- Negotiated and managed provider rates based on cost metrics goals.
- Planned & scheduled site visits and conducted real time service audits to inspect service provider facilities, equipment, and staff.
- Reviewed, analyzed results, prepared reports with findings, etc.
Provider Network Department Director/Compliance Manager
Road America
Miami
02.2010 - 01.2017
- Monitored and enforced legal, operational, cost, and appearance standards compliance from all network services provider with upmost accountability.
- Managed all communication contact channels with service providers, including via phone, web portal, email, & fax.
- Also, developed & updated all department related documents as well as postings in corporate website as needed.
- Oversaw department’s automation features (Digital Dispatch, IVR, Online Application, Admin Portal, etc.), focusing on continuous usage rates increase.
- Assisted our Claims, Damages, & Client Services Depts. in researching customer complaints/damage claims and achieving fair resolution.
- Led team meetings to communicate targets, share updates, and gather feedback.
- Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.
- Watched expenditures closely to prevent and eliminate waste.
Call Center Manager/Federal Assist & RA Manager
Road America
09.2000 - 02.2010
- Managed all aspects of the Roadside, Home Assist, & Medical Assistance Programs.
- Tracked employee’s job performance, attendance, and professional development.
- Liaised with other departments to ensure that the call center was in alignment with the rest of the organization.
- Helped set individual and team service call goals to achieve department and company objectives.
- Supervised recruitment, hiring, and training of staff.
- Handled department’s escalated calls and issues.
- Planned and executed emergency contingency/business continuity plan (at Mexico City/Mexico, Columbus/GA, and Smyrna/GA call centers).
Medical Assistance Specialist
Amerilink Network-Coris USA
04.1998 - 09.2000
- Scheduled and confirmed appointments.
- Ensured that all required paperwork was completed accurately prior to scheduling an appointment.
- Reviewed and approved vendor invoices.
- Maintained accurate records of all scheduled appointments and customer interactions in database system.
- Informed customers of service appointment dates and times.
- Developed relationships with clients through regular follow-up calls after service visits were complete.
- Assisted organizational efforts by filing, entering data and answering phones.
- Advised customers on available services and recommended additional services as needed.
Education
Bachelor’s Degree -
Florida International University
MiamiSkills
- Verbal Communication
- Team leadership
- Staff training
- Performance evaluation
- Vendor management
- Customer relationship management
- Written Communication
- Relationship Management
- Sales
- Compliance
- Vendor Management
- Recruiting
- PC Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Lead Generation
- Client Service Needs Identification
- Application Processing
- Decision Analysis
- Educational Material Development
- Product Training
- Public Speaking
- Problem Solving
- Time Management
- Organization
- Prioritization
- Multitasking
- Goal Attainment
- Service quality assurance
- Reliability
Certification
- NMLS Certification
- Notary Public
- Notary Signing Agent
Languages
- English, Native/Bilingual - Full Professional Proficiency
- Spanish, Native/Bilingual - Full Professional Proficiency
References
References available upon request.
Timeline
Deputy Director
Integral Group Solution
11.2020 - Current
Provider Network Department Manager
Road America
11.2019 - 12.2020
Network Area Manager- South Regions (SE & SW- 20 States)
Road America
01.2017 - 11.2019
Provider Network Department Director/Compliance Manager
Road America
02.2010 - 01.2017
Call Center Manager/Federal Assist & RA Manager
Road America
09.2000 - 02.2010
Medical Assistance Specialist
Amerilink Network-Coris USA
04.1998 - 09.2000
Bachelor’s Degree -
Florida International University
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