Roy Chavarria
Scotch Plains,New Jersey
Summary
Seasoned bilingual Operations Manager and talented leader with a emphasis in customer support and 7 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
8
8
years of professional experience
Work History
Operations Manager
Jersey Wood Flooring
02.2023 - Current
- Orchestrated seamless collaboration among contractors, suppliers, and clients, resulting in the on-time completion of flooring projects and a 95% customer satisfaction rate.
- Conducted detailed site inspections and accurate cost estimates, optimizing project planning and budgeting, leading to a 15% reduction in material wastage.
- Negotiated advantageous vendor pricing and terms, achieving a 10% increase in profit margins for each project.
- Exceeded customer expectations in resolving inquiries promptly, fostering long-term client relationships, and driving a 30% increase in repeat business.
Service Desk Agent (Remote)
Bank Of America
04.2022 - 01.2023
- Showcased technical expertise, delivering efficient software and hardware support to Bank of America and Merrill Lynch employees, resulting in a 25% reduction in average ticket resolution.
- Analyzed and interpreted data to identify recurring issues, implementing solutions that improved system reliability, reducing system downtime by 20%.
- Maintained meticulous service request logs, enabling accurate tracking and reporting, and achieving a 98% compliance rate in resolving open tickets within SLA timeframes.
Manager of Operations (Hybrid)
High Quality Conversion LLC
04.2018 - 03.2022
- Analyzed key performance indicators, leading to targeted action plans that boosted productivity by 40%.
- Led and motivated a team of over 70 customer service representatives, achieving a 98% adherence to performance targets and a 20% increase in customer satisfaction ratings.
- Streamlined KPI reporting and knowledge transfer processes, leading to a 30% reduction in reporting time and improved operational transparency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Manager
AC NET CENTER
02.2016 - 04.2018
- Successfully launched and managed multiple client portfolios, resulting in a 35% increase in revenue through efficient recruitment and onboarding processes.
- Introduced impactful coaching and training programs, increasing call output by 25%, and improving customer service representative performance by 15%.
- Conducted data analysis and reporting to identify areas of improvement and streamline processes, leading to a 15% increase in overall team efficiency.
QA Analyst
AC Net Center
11.2015 - 02.2016
- Ensured consistent and high quality service by monitoring customer service calls , resulting in a 98% quality rating for the team.
- Provided constructive feedback and coaching, leading to a 20% improvement in customer service representative performance.
- Generated data-driven reports and analysis, enabling management to make informed decisions and improve team efficiency by 15%.
- Participated in calibration sessions, maintaining a high standard of evaluation consistency and promoting knowledge sharing among QA Agents.
Education
Associate of Science - Business Administration And Management
Costa Rica Institute of Technology
Cartago, Costa Rica11.2018
Skills
- Strong communication and writing skills with strong attention to detail
- Process Improvement
- Skillful in excel, google sheets, microsoft 365
- Strong critical thinking and analytical skills
- Multidisciplinary Collaboration
- Client Relations
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Operations Manager
Jersey Wood Flooring
02.2023 - Current
Service Desk Agent (Remote)
Bank Of America
04.2022 - 01.2023
Manager of Operations (Hybrid)
High Quality Conversion LLC
04.2018 - 03.2022
Manager
AC NET CENTER
02.2016 - 04.2018
QA Analyst
AC Net Center
11.2015 - 02.2016
Associate of Science - Business Administration And Management
Costa Rica Institute of Technology