ROBERT CEDILLO
Palmdale,CA
Summary
Operations and Customer Experience Leader with 20+ years of progressive leadership in dental laboratory operations, call center management, and production support. Proven track record of driving operational efficiency, reducing costs, and increasing revenue through data-driven strategies and high-performing teams.
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Implant Supervisor
Burbank Dental Laboratory
01.2021 - 03.2026
- Lead operations, manage KPIs, and drive performance improvements
- Collaborate cross-functionally with production, marketing, and sales
- Oversaw daily operations and workflow to ensure efficient production processes.
- Mentored and trained staff on best practices and quality standards.
- Implemented process improvements that enhanced productivity and reduced errors.
- Coordinated scheduling and resource allocation to meet production targets.
- Collaborated with cross-functional teams to streamline communication and project execution.
- Enforced safety protocols and compliance measures within the laboratory environment.
- Analyzed operational data to identify trends and drive strategic decision-making initiatives.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
- Enhanced team productivity by streamlining workflow processes and implementing efficient scheduling systems.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Implemented cost-saving measures, significantly reducing operational expenses.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Streamlined inventory management processes, leading to more organized and efficient stock handling system.
- Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Call Center Manager
Glidewell Dental Laboratories
01.2009 - 01.2021
- Directed call center operations, staffing, and performance
- Implemented KPI frameworks and process improvements
- Oversaw daily operations of call center, ensuring efficient workflow and high-quality service delivery.
- Developed training programs to enhance staff performance and improve customer interaction skills.
- Implemented new software systems to streamline call handling and reporting processes.
- Analyzed call metrics to identify trends, driving targeted improvements in team performance.
- Led cross-functional meetings to align departmental goals with overall organizational objectives.
- Mentored team leaders on conflict resolution and employee engagement strategies for better morale.
- Coordinated quality assurance initiatives to maintain compliance with industry standards and regulations.
- Designed strategic plans to optimize resource allocation, enhancing overall operational efficiency.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
- Developed quality employees within call center to take over leadership positions.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Implemented innovative service strategies to improve customer experience and engagement.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Determined quality assurance benchmarks and set standards for improvement.
- Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Trained team members on performance metrics and consumer behavior identification.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Created team rotations to man center effectively during peak hours.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Developed process controls and metrics for daily management of call center.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
- Launched quality assurance practices for each phase of development
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
High School Diploma -
California High School
Whittier06-1988
Skills
- Microsoft Office
- PEGA CRM
- Cisco Systems
- TASKE Workforce Management
- Staff management
- Goal oriented
- Training and mentoring
- Customer service
- Attention to detail
- Employee motivation
Accomplishments
- Reduced operating costs by 35%
- Increased customer retention from 50% to 75%
- Boosted revenue by 40%
- 96–98% call answer rate and 93% first-call resolution
- Reduced blocked calls to ~2%
Certification
- Communications LAMA, Glidewell Laboratories - 2000
- Lead Program, Glidewell Laboratories - 2021
- Disc Behavioral Assessments, Glidewell Laboratories - 2000
Languages
English
Full Professional
Timeline
Implant Supervisor
Burbank Dental Laboratory
01.2021 - 03.2026
Call Center Manager
Glidewell Dental Laboratories
01.2009 - 01.2021
High School Diploma -
California High School