Rody Guerra
Rancho Santa Margarita,CA
Summary
Results-driven Regional Operations Manager recognized for optimizing operational efficiency and profitability at Service Champions Heating and Air Conditioning. Demonstrates expertise in staff supervision and the implementation of standard operating procedures, consistently surpassing key performance indicators. Proficient in forecasting and budget management, leading to substantial enhancements in organizational productivity. Aiming to leverage strategic planning skills to further elevate operational success.
Overview
9
9
years of professional experience
Work History
Regional Operations Manager
Service Champions Heating and Air Conditioning
Brea, California
12.2024 - Current
- Implemented successful business strategies to increase revenue and target new markets.
- Assisted department heads with developing plans for upcoming projects or initiatives related to regional operations.
- Monitored performance metrics of regional operations teams, identified areas for improvement, and developed strategies to maximize productivity.
- Visited regional locations to verify full functionality and operational effectiveness.
- Organized events such as conferences or workshops aimed at improving operational practices in the region.
- Supported regional branches with turnaround management processes, increasing organization and efficiency to enhance profitability.
- Developed and implemented policies and procedures to improve operational efficiency.
- Supported and planned various effective marketing and sales strategies.
- Conducted training sessions for end users on how to use certain software programs effectively.
Operations Manager
Service Champions Heating and Air Conditioning
Brea, California
10.2022 - 12.2024
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Created detailed reports on the performance of individual departments within operations.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Collaborated with team leaders on quality audits.
- Developed and implemented operational procedures to ensure quality standards are met.
- Presented performance and productivity reports to supervisors.
- Negotiated contracts with vendors and service providers, securing favorable terms.
Client Service Manager
Service Champions Heating and Air Conditioning
Brea, California
04.2018 - 09.2022
- Identified and addressed training gaps to enhance team competency and efficiency.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Developed and monitored key performance indicators to assess team productivity.
- Developed training materials for new hires on how to handle different types of calls effectively.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Assisted in hiring new personnel when needed as well as provided ongoing training and development initiatives.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Updated customer accounts, addresses and contact information within call management databases.
Client Service Supervisor
Service Champions Heating and Air Conditioning
Brea, California
01.2016 - 03.2018
- Directed and supervised staff performance.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
- Developed processes and systems to improve efficiency within the department.
- Recruited and trained new employees to meet job requirements.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Prepared reports on team performance, customer feedback, and operational metrics for senior management.
- Implemented strategies to improve customer satisfaction levels.
- Created incentives for employees who achieved high performance standards.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Identified and addressed training gaps to enhance team competency and efficiency.
Education
Associate of Science - Hospitality Management
Orange Coast College
Costa Mesa, CA05-2006
Skills
- Strategic planning
- Standard operating procedures
- Outstanding communication skills
- Safety protocol
- Supervisory role background
- document flow coordination
- Maintenance scheduling
- Operational efficiency
- Forecasting
- Key performance indicators
- Budgets
- Staff supervision
Languages
Spanish
Full Professional
Timeline
Regional Operations Manager
Service Champions Heating and Air Conditioning
12.2024 - Current
Operations Manager
Service Champions Heating and Air Conditioning
10.2022 - 12.2024
Client Service Manager
Service Champions Heating and Air Conditioning
04.2018 - 09.2022
Client Service Supervisor
Service Champions Heating and Air Conditioning
01.2016 - 03.2018
Associate of Science - Hospitality Management
Orange Coast College
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