Miguel Munoz
El Paso,Texas
Summary
Strategic and results-driven leader with over 10 years of experience leading high-performing learning and development teams within the financial services sector. Proven ability to develop and execute strategic learning programs and systems that drive results, support risk mitigation, and align with business objectives. Experienced in managing cross-functional teams, overseeing client relationships, and implementing innovative solutions to reach organizational objectives. A dynamic leader known for fostering a culture of continuous learning and operational excellence.
Overview
10
10
years of professional experience
Work History
Loan Center Supervisor
GECU
El Paso, TX
11.2021 - Current
- Strategic planning, development and execution of coaching for the Lending staff.
- Identify the department's areas of improvement to develop, maintain and exceed organization's objectives.
- Analyze and managed resources to consistently meet production, quality of work and individual goals.
Contact Center Supervisor
GECU
El Paso, TX
07.2020 - 10.2021
- Conducted team performance reviews to facilitate corrective action planning.
- Trained team on recognizing KPI's and consumer behavior to elevate satisfaction ratings.
- Led team meetings to update on goals, share best practices, and discuss process improvements.
Sales Senior Team Manager
Alorica
El Paso, Texas
09.2018 - 10.2019
- Responsible for performance and development of sales representatives, building and managing all aspects of the sales department including training, leading management, business analytics and campaign development.
- Established a new department in Puebla, Mexico.
- Led efforts to reach daily, weekly and monthly sales goals through effective training and production management.
Sales Team Manager
Alorica
El Paso, TX
08.2017 - 09.2018
- Designed and implemented strategic sales plans to maintain and achieve the department objectives by coaching sales representatives.
- Achieved significant sales growth through effective team management.
- Directed and coordinated trainings, new products, services and sales activities.
- Achieved company growth and brand development through market expansion and sales.
Quality Assurance Analyst
Alorica
El Paso, Texas
05.2015 - 07.2017
- Facilitated training sessions for junior QA analysts on testing techniques and best practices.
- Wrote and updated manual test cases for team use, maintaining optimal organization for maximum productivity.
- Worked alongside trainers and team leads to enhance skill development.
- Created specialized learning programs aligned with evaluation findings and operational goals.
Education
Associate of Science - Business Management And Accounting Systems
Southwest University
El Paso, TXSkills
- Strategic planning development
- Analytical thinking
- Leadership and people management
- Training and delivery facilitation
- Communication and interpersonal skills
- Business Acumen
- Project management
Timeline
Loan Center Supervisor
GECU
11.2021 - Current
Contact Center Supervisor
GECU
07.2020 - 10.2021
Sales Senior Team Manager
Alorica
09.2018 - 10.2019
Sales Team Manager
Alorica
08.2017 - 09.2018
Quality Assurance Analyst
Alorica
05.2015 - 07.2017
Associate of Science - Business Management And Accounting Systems
Southwest University
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