Paul Michael Paniagua
Teleperformance USA
El Paso,TX
15
years of professional experience
Organized and dependable candidate, successful at managing multiple priorities with a highly positive attitude. Willingness to take on added responsibilities to meet company and team goals. Abilities to adapt and thrive in new environments. Spearheaded teams to achieve all accomplishments with training focus of learning/ operational objectives, strategic leadership skills with a record of fostering a collaborative culture of diverse employees and professionals.
Work History
Operations Supervisor
3 Months- Supervise agent's to ensuring adherence and clients expectations and quality standards are met and maintained.
- Coached agent's on performance expectations, instill practices to maintain company standards and procedures adhering goals for client.
- Monitored agent's and queue activity to support coverage and workload balance.
- Reviewed queue metrics and operational issues to maintain workflow continuity.
- Coordinate schedule, time adjustments and attendance follow-up's to reduce client goal disruptions.
- Conducted performance reviews and provided corrective guidance for underperforming agent's.
- Collaborated with leadership to align operational priorities with client and business requirements.
- Conducted regular performance evaluations and reports, identifying areas for improvement and setting development goals accordingly.
- Improve employee moral by fostering a positive work environment that strengthens efficiency, consistency, and team accountability along with addressing agent concerns promptly.
Operations Customers Agent 1
2 Years 1 Month- Reviewed and evaluated user-generated content for policy compliance.
- Removed or flagged inappropriate, harmful, or misleading content.
- Applied platform guidelines consistently and accurately.
- Maintained high productivity while meeting quality standards.
- Highly motivated, Highly knowledgeable of policies In database assigned to queue.
Security Captain
3 Years 1 Month- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incident report to successfully manage complaints.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Responded quickly to emergency situations and deflect issues on sites.
- Captain led a team of six officers on two sites, achieving multiple weeks of incident reduction and control access experience.
- Training of protocol and policies on sites companies of Comscope in Santa Teresa, New Mexico and Inclusive in El Paso, Texas.
Assistant General Manager of Operations
2 Years 6 Months- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Reviewed sales and gross profit reports and maintain company efficiency.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Created employee schedules to align coverage with forecasted demands.
- Led negotiations with fueling merchant campanies/ fuel cards (GMP) with adherences to corporate policies.
Assistant Manager
3 Years 10 Months- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Reviewed sales and gross profit report to assess company efficiency.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored team members to enhance professional development and accountability in workplace.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
General Manager
1 Year- Analyzed market trends and competitor activities to create competitive advantages.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Mitigated business risks by working closely with staff members and assessing performance.
- Collaborated with cross-functional teams to develop innovative solutions.
- Trained and guided team members to maintain high productivity and performance metrics.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Interacted well with customers to build connections and nurture relationships.
General Manager
1 Year 10 Months- Oversaw daily operations to ensure compliance with quality and safety standards.
- Implemented staff training programs to enhance service efficiency and customer satisfaction.
- Streamlined inventory management processes, reducing waste and improving cost control.
- Developed strategic marketing skills and maintaining a aggressive growth in the market.
- Led team meetings to communicate goals, expectations, and performance metrics effectively.
- Analyzed sales data to identify trends and inform decision-making for menu offerings.
- Coordinated with vendors to maintain supply chain efficiency and product availability.
- Managed budget implementations, employee reviews, training, schedules.
- Managed a diverse team of employees to achieve professional services, fostering a positive work environment and high employee retention.
AR/AP Clerk
4 Months- Processed invoices and payment requests, ensuring accuracy, due diligence in timeliness in transactions.
- Assisted in maintaining organized records of accounts payable and receivable for streamlined audits.
- Reconciled discrepancies between merchant statements and invoices, employee pay and internal records, enhancing financial accuracy.
- Assisted in month-end closing procedures by compiling financial data and reports.
- Reviewing invoices, reconciling merchants statements, detailed reviews on expenses, and processing payments.
- Issuing merchant invoices, posting payments, and following up on collections.
Education
Diploma - General Studies
Skills
Training and development for employees
Customer Service
Manage Budgets
Sales Activities
Sales Expertise
Financial Forecasting
Microsoft Windows
Management experience
Risk Management
Timeline
Operations Supervisor
Teleperformance USA
07.2026 - CurrentRead More
Operations Customers Agent 1
Teleperformance USA
06.2024 - 07.2026Read More
Security Captain
Securitas Security Services USA
05.2021 - 06.2024Read More
Assistant General Manager of Operations
Uncles Convenience Store
11.2018 - 05.2021Read More
Assistant Manager
Sonic Drive-in
12.2014 - 10.2018Read More
General Manager
Kentucky Fried Chicken
12.2013 - 12.2014Read More
General Manager
Taco Bell
02.2012 - 12.2013Read More
AR/AP Clerk
Kusy Ventures Inc.
07.2011 - 11.2011Read More
Del Rio High School
Diploma from General Studies
Read More