Raymond Yruegas
Thornton,CO
Summary
Experienced Customer Service Leader bringing 18+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
26
26
years of professional experience
Work History
Customer Support Manager
The CE Shop
04.2020 - 01.2024
- Managed a SaaS company leading a team with 40+ frontline employees
- Successfully designed and implemented an attendance policy nation wide
- Created and led a 'Sales Lead' incentive program for the support division and drove in over $250k sales in the first quarter
- Successfully created, implemented, and led a Quarterly and Annual recognition program for performance around KPI's
- Participated in all new hire training classes and onboarded over 100 agents in 2019
- Drove top performer behavior by coaching, motivating, and driving employees to meet their goals and those of the business.
- Enhanced customer satisfaction by developing and implementing effective support policies and procedures.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Improved team productivity by identifying inefficiencies in workflows and implementing corrective actions.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Designed performance metrics to evaluate team success and individual growth, resulting in increased productivity levels.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Optimized staffing levels by analyzing call volume data, ensuring adequate coverage during peak periods while minimizing costs.
Customer Support Manager
Upserve
09.2018 - 04.2020
- Managed a SaaS company leading a team with 40+ frontline employees
- Successfully designed and implemented an attendance policy nation wide
- Created and led a 'Sales Lead' incentive program for the support division and drove in over $250k sales in the first quarter
- Successfully created, implemented, and led a Quarterly and Annual recognition program for performance around KPI's
- Participated in all new hire training classes and onboarded over 100 agents in 2019
- Drove top performer behavior by coaching, motivating, and driving employees to meet their goals and those of the business.
Outbound Claims Supervisor
2-10 Home Buyers Warranty
08.2017 - 09.2018
- Lead a team of 15 agents in an outbound call center for home warranty claims
- Successfully drove month over month KPI for outbound call metrics
- Implemented communications between departments for better customer success
- Created new platform for workforce management to better accommodate business needs.
- Reduced claim processing time by implementing efficient workflow improvements and streamlining processes.
- Enhanced team productivity by providing ongoing training and mentorship to claims adjusters.
- Resolved complex claims issues with thorough investigation, resulting in fair settlements for all parties involved.
- Achieved high customer satisfaction ratings by maintaining open lines of communication and addressing concerns promptly.
- Monitored performance metrics regularly, identifying areas for improvement and implementing corrective measures accordingly.
- Ensured timely resolution of escalated claims by working closely with legal counsel and other stakeholders.
Operations Manager
Comcast Denver, CO
05.2012 - 06.2017
- Lead a team of 10 supervisors and 150 frontline employees
- Successfully drove business KPI's through influencing behavior using the ProCoach method
- Created New Employee Orientation Program for the West Division to onboarding more effectively and efficiently, while driving down churn
- Lead teams around shift realignments monthly and annually
- Lead top 5 teams in call center from a scorecard perspective
- Lead top 3 teams in the West Division from an overall perspective (scorecard, annual survey scores, churn %, etc.)
- Part of a team tasked in opening a green field site in Ft
- Collins
- Participated in all hiring sessions
- Partnered with HR on performance management efforts
- Drove increased sales (TSR) for entire call center to hit business metrics
- Lead the Annual Employee Survey team for the entire call center getting 90%+ participation; 12% increase from the previous year.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Analyzed and reported on key performance metrics to senior management.
Combat Systems/SAR
US Navy
11.1997 - 11.2001
Education
Bachelor of Computer Science - Computer Science
Azusa Pacific
05.2006
Skills
- Customer Relations
- Escalation Handling
- Resource Planning
- Database Administration
- Customer Satisfaction Evaluation
- One Call Resolution
- Staffing coordination
Military Experience
US NAVY, Combat Systems/SAR, 11/1997, 11/2001, Promoted to second class petty officer, Supported Commander Mukanos, Trained and supervised all incoming recruits, Member of Search and Rescue Team
Certification
Timeline
Customer Support Manager
The CE Shop
04.2020 - 01.2024
Customer Support Manager
Upserve
09.2018 - 04.2020
Outbound Claims Supervisor
2-10 Home Buyers Warranty
08.2017 - 09.2018
Operations Manager
Comcast Denver, CO
05.2012 - 06.2017
Combat Systems/SAR
US Navy
11.1997 - 11.2001
Bachelor of Computer Science - Computer Science
Azusa Pacific
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