Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pedro Avila

Weatherford,TX

Summary

Operations professional with robust background in managing customer service operations. Known for delivering high-impact solutions and fostering collaborative team environment. Highly reliable and adaptable to changing priorities, with demonstrated skills in leadership and operational strategy.


Experienced with optimizing customer service processes to boost operational efficiency and client satisfaction. Utilizes strategic planning and team management to meet organizational goals. Track record of leveraging problem-solving skills and effective communication to drive continuous improvement.

Overview

22
22
years of professional experience

Work History

Operations Customer Service Manager

AdaptHealth
06.2018 - Current
  • Evaluated employee performance on an ongoing basis providing constructive feedback and implementing personalized development plans that strengthened the team''s capabilities.
  • Developed comprehensive training programs for new hires, ensuring seamless integration into the team and increased productivity.
  • Partnered with IT departments to develop custom software solutions that streamlined internal processes related to order management and fulfillment tracking systems.
  • Monitored industry trends and competitor strategies to stay ahead of the curve, adapting company practices as needed to maintain a competitive edge in the market.
  • Enhanced customer satisfaction by streamlining operations processes and implementing effective communication strategies.
  • Reduced response times for customer inquiries by creating efficient workflows and prioritizing tasks.
  • Established performance metrics for the customer service team, driving continuous improvement and accountability.
  • Introduced innovative tools and technologies to enhance the overall customer experience while increasing employee productivity levels.
  • Spearheaded initiatives to improve employee engagement, fostering a positive work environment that boosted overall team morale and performance.
  • Led by example, fostering an environment of accountability and excellence while maintaining open lines of communication with staff members to address concerns promptly.
  • Implemented quality assurance measures to ensure consistent delivery of top-notch customer support services.
  • Managed daily operations of a high-volume call center, maintaining exceptional service standards and minimizing downtime.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Customer Service Manager

NPAS (RCPS)
10.2010 - 05.2018
  • Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Maintained compliance with fair debt practices and regulatory guidelines.
  • Negotiated with accountholders to devise repayment plans and minimize collections receivables.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Collected over 1 million dollars per year the last 7 years of employment.
  • Tracked the progress of all outstanding insurance claims.
  • Resolved discrepancies in insurance payments by collaborating with carriers.
  • Processed eligibility and benefits verification and authorization requests.
  • Followed up on denials, late payments, extensions and other special circumstances.
  • Communicated effectively with staff, including members of the operations, finance and clinical departments.

Assistant Store Manager

Rent-A-Center
03.2003 - 09.2010
  • Managed the scheduling for store shifts so that there was proper staffing at all times.
  • Immediately addressed problems with customers to promote quick and successful resolution.
  • Directed work of as many as 5 employees focused on company growth.
  • Built relationships with customers to increase likelihood of repeat business.
  • Completed all daily tasks and special assignments with an efficient and quality-driven approach.

Education

High School Diploma -

Haltom High School
Haltom City, TX
2003

Skills

  • Fluent in Spanish
  • Highly organized
  • Project scheduling
  • Crew scheduling
  • Team building expertise
  • Dependable
  • Effective leader
  • Exceptional time management skills
  • Strong conflict resolution skills
  • Customer satisfaction
  • Staff training and development
  • Team development
  • Customer service optimization

Timeline

Operations Customer Service Manager

AdaptHealth
06.2018 - Current

Customer Service Manager

NPAS (RCPS)
10.2010 - 05.2018

Assistant Store Manager

Rent-A-Center
03.2003 - 09.2010

High School Diploma -

Haltom High School

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