Raul Vargas
San Antonio,TX
Summary
Results-driven Call Center Operations Leader with 12+ years of leadership experience and 15+ years in customer service and collections. Proven track record of leading high-performing teams, improving operational performance, coaching future leaders, and delivering exceptional customer experiences. Experienced in onboarding new hires, leading cross-functional initiatives, managing workforce operations, and driving continuous improvement. Passionate about building engaged teams, strengthening culture, and achieving business results.
Overview
12
12
years of professional experience
Work History
Customer Service Collections Coordinator
Kohls Corp
San Antonio, TX
05.2014 - Current
- Lead daily call center operations while supporting associates, Team Leads, and leadership.
- Coach and develop associates through performance feedback, mentoring, and career development.
- Lead onboarding and training for new hire classes through live call demonstrations and hands-on coaching.
- Analyze operational reports to identify trends and improve team performance.
- Approve timecards, monitor attendance, and partner with Workforce Management to ensure staffing needs are met.
- Handle escalated customer and associate concerns while maintaining an exceptional customer experience.
- Partner with Quality, Training, Operations, and Workforce Management on company initiatives and process improvements.
- Promote an engaging culture through recognition programs, incentives, and leadership development.
Education
Associate of Science - Associate of Applied Science in Cybersecurity
Southern New Hampshire University
Hooksett, NH05-2027
Skills
- Call Center Operations
- Leadership & Team Development
- Performance Coaching
- Customer Experience
- Workforce Management
- Process Improvement
- Employee Engagement
- Cross-Functional Collaboration
Accomplishments
- 12+ years of leadership experience.
- 15+ years of customer service experience.
- Coached 20–30 associates.
- Led onboarding for 100+ new hires.
- Conducted weekly coaching sessions.
- Supported multiple cross-functional initiatives across Customer Service and Risk Management Operations.
Timeline
Customer Service Collections Coordinator
Kohls Corp
05.2014 - Current
Associate of Science - Associate of Applied Science in Cybersecurity
Southern New Hampshire University