Oscar Morones
Brownsville,TX
Summary
Experienced Director of Customer Operations with a successful track record in implementing world-class business operations. Proficient in all aspects of call center operations and skilled in aligning direction, consistency, and employee engagement model. I am a Results-driven Associate Director of Operations known for high productivity and efficient task completion. Possess specialized skills in strategic planning, process improvement, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless operations and effective team collaboration.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Associate Director of Operations
UnitedHealth Group
Harlingen, US
06.2021 - Current
- Responsible for the overall productivity and call center operations for M&R Employer Group.
- Actively supporting all efforts to simplify and enhance our members' experience
- Led organizational development changes, enabling organization to better respond and adapt to industry and market changes.
- Hired, trained, evaluated and retained high-performing, effective and diverse team embodying organizational culture.
- Collaborated with other departments to ensure seamless integration of services across the organization.
- Developed and implemented strategies to improve operational efficiency, productivity and cost savings.
- Regional Site Mayor for Texas that supports employee engagement, and I am actively involved in community outreach/planning.
- Provides the necessary proactive leadership to establish and implement a strategic planning process to perform management functions: plan, organize, direct, control, and problem-solving.
- Analyzed data from various sources to identify opportunities for growth and improvement within the organization.
- Resolved escalated issues quickly while maintaining positive working relationships between departments and teams at all times.
Director of Operations
Charter Communications Inc
McAllen, US
12.2019 - 06.2021
- Responsible for the overall process effectiveness, productivity attainment, and site initiatives
- Actively supported all efforts to simplify and enhance our customer's experience
- My day-to-day consists of assisting the call center Vice President on all operational objectives by analyzing operational performance data, and action planning for the site
- During my tenure, I supported operations, facilities, reporting, training, WF, and HR
- Ability to read, write, speak and understand English and Spanish
- Financial planning/analytical assessment skills
- Solid understanding of workforce staffing/analytics
- Proven track record of developing staff and maintaining a high level of employee relations
- Mature judgment and individual initiative; ability to make sound decisions under pressure
- Excellent presentation and communication skills
- Thorough knowledge of the operational components of running a chat center, including infrastructure technologies, processes, procedures, and chat handling tools
- Proficiency with Excel and Microsoft Office Suite
- Ability to perform analysis using complex databases
- Demonstrated ability to lead and perform at a High level
Operations Manager (IV/Mobile/Billing)
Charter Communications
McAllen, US
07.2017 - 12.2019
- Managed a production team of 100+ agents including 6-8 supervisors and 6-8 team leads delivering customer service and technical support
- Responsible for coordinating and executing tasks needed to ensure operational readiness and performance throughout the call center
- Managed workforce staffing and forecasting for the site during OM position
- Developed and maintained operational and performance metric and site reporting
- Improved level of staff training and development programs for leaders
- In partnership with VP created Efficiency, FCR, Outbound game plans for GVP
- Assisted GVP with reporting data for FCR scrubs for the enterprise
- Launched Cars/Remedy process for site
- Partnered with enterprise DOO and VPs on Answerflow committee to enhance t/s trees
- Speed Lift Champion - In Partnership with VP was responsible for weekly calibrations with site leaders
- Top performing site for I/V multiple times throughout the year
- Champion of supervisor and lead onboarding
Operations Supervisor/Support Staff
Spectrum I
, US
04.2017 - 06.2017
- As a supervisor for Spectrum, I was assigned as a support staff member as we ramped up
- I assisted in the launch of our WFM and Reporting teams
- Had the opportunity to work directly with the VP to create our internal reporting, and WFM processes
- Successfully trained WFM team, and reporting team during transition to OM
- Created McAllen Performance Dashboard for operations
- Assisted and created internal SOPs for WFM and reporting
- Created QA and coaching attainment tracking
Senior Supervisor Operations
MAXIMUS Federal Services
Brownsville, US
08.2013 - 04.2017
- As a supervisor for Maximus working on a new project (ACA) was in charge of creating quality scoring for the site, and creation of multiple SOPs
- During the initial site launch, I was a catalyst in getting the ACA started and up and running along with contributing ideas to streamline site business processes
- As a production Supervisor, I was responsible to monitor, coach, and develop 16 CSRs at one time, weekly one on ones with agents, analyze trends and behaviors, and constantly providing feedback
- Work closely with CSRs and was exposed to multiple types of insurance from various healthcare providers that enhanced my knowledge in the healthcare industry including Medicare, Medicaid, and all state assistance programs
- During my time at MAXIMUS, I also earned a lateral move to an internal position on the site's Hybrid Team where I was able to have a larger impact on the business
- As a member of the Hybrid Team, I am responsible for the site's day to day operations (call volume, skilling, and service level agreement aspects), I serve as a liaison for management and supervisor partnerships, as well as with different Client points of contact to ensure seamless workflow
- I also work to develop supervisor knowledge of the business and check for adherence to the site's policies and procedures
- This Hybrid position has allowed me to contribute ideas and serves as a platform for me to continue to grow and develop our business through my knowledge
Bilingual Customer Care
United Health Care
Harlingen, US
07.2012 - 08.2013
- As a Customer Care Agent I work frontline with Member with disabilities and members 65 and older to provide them benefit information, provider information, and also assist members with claims
- Was responsible for meeting and exceeding my goals on a month to month basis
- Joined a local engagement employee team to be the voice of the employees and assist them with any requests that might improve the overall call center and environment
- Also work on volunteer activities in the community as part of the LEET team
General/Bilingual Customer Care Lead
T-Mobile
Brownsville, US
08.2009 - 06.2012
- As a supervisor I was responsible to coach, monitor and develop up to 15 customer care representatives
- Ensuring that the overall professional manner in which customer inquiries are handled, as well as minimizing Customer Escalations, through effective coaching and support
- I was responsible for tracking quality coaching's, attendance and overall KPI (Key Performance Indicators) through T-Metrics
- Gather, analyze, and report daily/weekly/monthly quality statistics
- Also ensure representatives are up to date with Knowlagent courses
- Work closely with Resource Planning to ensure Compliance and CRT reports are accurate
- Work closely with leadership to trend and share best practices with my peers
Customer Service Representative/Training Assistant
T-Mobile Values
, US
07.2008 - 08.2009
- My responsibilities as a CSR1 include the use of automated and training tools to provide and deliver exceptional customer service, while taking inbound customer calls to strive for one-call resolution of customer issues
- I assisted customers with billing inquiries and equipment issues
- I was also responsible for meeting department productivity and quality standards as well as my monthly metrics and ensuring I live our T-Mobile Values
- Also worked as a learning assistant for multiple new hire classes, guiding them through the training material, providing support, setting up realistic expectations, and teaching them the job at hand
Master Electrician Manager
Morones Electric
Brownsville, US
01.2002 - 06.2008
- As a Manager/Master Electrician was responsible for finances of the company, managing work sites, payroll, finances, distribution of work locations, purchasing necessary tools and equipment for assigned work, working with customers first hand to collect payment, coordinating with State inspector for home or business to ensure it meets Texas state rules and regulations
Education
High school or equivalent - Business
Sentry Technology Prep School
Brownsville, TXSkills
- Leadership Development
- Quality Assurance
- Employee Relations
- Recruiting
- Team Building
- Operations Management
- Documentation
- Data Analysis
- Customer Service
- Workforce Management
- Training & Development
- Forecasting
- Financial Planning
- Analysis Skills
- Process Improvement
- Strategic Planning
- Tableau
- Leadership
- Negotiation
- Continuous improvement
- Communication skills
- Program management
- Data analytics
- Team management
- Conflict management
- Relationship management
- Presentation skills
- Profit & loss
- Mentoring
- Succession planning
- Procurement
- Financial management
- Manufacturing
- Quality assurance
- Microsoft Project
- Data analysis skills
- Analytics
- Human resources
- Power BI
- Technical support
- Databases
- LMS
- Employment & labor law
- Mobile devices
- Payroll
- HVAC
- Design thinking
- Business process modeling
- Root cause analysis
- Workers' compensation law
- Cash handling
- Marketing
- Medicare
- Emergency Preparedness
Willingtorelocate
- Corpus Christi, TX
- San Antonio, TX
- McAllen, TX
Personal Information
Authorized To Work: US
Languages
Spanish, Expert
Certification
- Microsoft Certified, Dynamics 365 Fundamentals – Microsoft.
Timeline
Associate Director of Operations
UnitedHealth Group
06.2021 - Current
Director of Operations
Charter Communications Inc
12.2019 - 06.2021
Operations Manager (IV/Mobile/Billing)
Charter Communications
07.2017 - 12.2019
Operations Supervisor/Support Staff
Spectrum I
04.2017 - 06.2017
Senior Supervisor Operations
MAXIMUS Federal Services
08.2013 - 04.2017
Bilingual Customer Care
United Health Care
07.2012 - 08.2013
General/Bilingual Customer Care Lead
T-Mobile
08.2009 - 06.2012
Customer Service Representative/Training Assistant
T-Mobile Values
07.2008 - 08.2009
Master Electrician Manager
Morones Electric
01.2002 - 06.2008
High school or equivalent - Business
Sentry Technology Prep School
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