Ricardo Ochoa
Tucson,AZ
Summary
Accomplished leader known for building and leading high-performance teams through a combination of strategic vision, hands-on guidance, and a commitment to cultivating a positive workplace culture. Proven success in leadership and people skills that highlight the ability to drive results and exceed objectives. Possess strong interpersonal skills with an emphasis on collaboration and effective communication. Adept at identifying and developing talent, creating cohesive teams, and fostering an environment of continuous improvement. Known for maintaining composure and decisiveness in challenging situations. Eager to contribute dynamic leadership to a forward-thinking organization.
Overview
12
12
years of professional experience
Work History
Director Of Sales and Customer Experience
Tucson Tint Company
Tucson, AZ
01.2019 - Current
- Developed a clear vision, mission, and long-term goals for the business
- Analyzed market trends, identified opportunities, and mitigated potential risks
- Oversaw financial health, budgeting, cash flow management, and ensured profitability
- Created and executed effective marketing strategies to drive revenue growth
- Managed a team, providing leadership, training, and fostering a positive work environment
- Built and maintained strong customer relationships, ensuring excellent service and client loyalty.
- Managed daily operations of business, including hiring and training staff.
- Developed strategic plans to increase profitability and efficiency.
- Identified new opportunities for growth, expansion, and diversification.
- Created marketing campaigns to attract new customers.
- Oversaw budgeting and financial management.
- Reviewed legal documents related to business operations.
- Developed policies and procedures for the organization.
- Organized events such as trade shows and conferences.
- Analyzed client business needs and assisted in determining appropriate resources and strategies.
- Implemented effective strategies for improving customer service satisfaction levels.
- Established pricing policies that balanced profitability objectives with competitive pressures.
- Analyzed customer data to identify new sales opportunities.
- Participated in industry events and trade shows to promote company offerings.
- Developed relationships with key clients to maximize revenue potential.
- Generated leads through cold calling, networking, referrals.
- Monitored competitors' activities to stay ahead in the market.
- Utilized CRM systems to track and manage customer accounts and contacts.
- Led learning and development initiatives to educate sales personnel on new products and services.
General Manager
Medicare Health Benefits
Tucson, AZ
01.2014 - 01.2019
- Led all aspects of a call center, managing a team of 22 employees in AZ and TN
- Conducted weekly coaching and evaluations, ensuring consistent feedback
- Represented the company on television and through news broadcasting
- Managed compliance training and translated scripts and training materials to Spanish
- Traveled out of state regularly to visit other call centers
- Achieved maximum profitability and effectiveness for the call center.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Implemented new strategies for improving customer experience through better communication channels such as email, text messaging or web chat support.
- Evaluated existing systems and technologies used by the call center team to ensure they are up-to-date and meeting the needs of customers efficiently.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Maintained records on all incoming calls including duration, type of inquiry and complaint, resolution action taken.
- Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Drafted reports summarizing the results of customer surveys and providing recommendations for improvement.
Education
Skills
- AS/400
- CRM (10 years)
- Microsoft Office (5 years)
- Workforce Management
- Profit & Loss
- Team Management
- Employee Retention
- Sales
- CRM Software
- Customer Service
- Computer Skills
- Communication Skills
- Cold Calling
- Salesforce
- Relationship Management
- Marketing
- Mentoring
- Leadership
- Payroll
- Accounting
- Quality Assurance
- Microsoft Excel
- Microsoft Outlook
- Computer Literacy
- Interviewing
- Translation (Fluent in Spanish)
- Human Resources
- Business Development
- Financial Management
- Administrative Oversight
- Business Management
- Budget Administration
- Labor Relations
- Marketing Tactics
- Operations Management
- Key Partnership Cultivation
- Employee Development
- Talent Development
- Relationship Building
- Project Management
- Team Oversight
- Partnership Development
- Financial Planning
- Business Marketing
Additional Information
Microsoft Office, PestPac, AS/400, CRM/Salesforce, Fluent in Spanish in all respects.
Languages
Spanish
Professional
English
Professional
Timeline
Director Of Sales and Customer Experience
Tucson Tint Company
01.2019 - Current
General Manager
Medicare Health Benefits
01.2014 - 01.2019
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