Timothy Burgos
El Paso,TX
Summary
Professional with experience in client operations, ready to drive impactful results. Known for fostering team collaboration and adaptability, ensuring seamless service delivery. Skilled in process optimization, client relationship management, and strategic planning. Strong communicator and problem solver, dedicated to meeting organizational goals and exceeding client expectations.
Overview
5
5
years of professional experience
Work History
Client Operations Manager
Teleperformance USA
El Paso, TX
03.2022 - 06.2024
- Led a team of 20–25 social media content moderators, providing daily supervision, coaching, and performance feedback to ensure adherence to quality and productivity standards.
- Monitored and analyzed performance reports to optimize team efficiency and meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Prepared and presented regular performance reports highlighting team productivity, quality metrics, and improvement initiatives.
- Motivated and guided team members through ongoing monitoring, feedback, and corrective actions to drive engagement and accountability.
- Conducted weekly internal calibrations with the QA team to ensure alignment on moderation policies and best practices.
- Participated in weekly client calibrations to review feedback, align on quality standards, and improve service delivery.
- Delivered real-time coaching and feedback to improve both individual and operational efficiency.
- Mentored and coached at least six moderators daily on performance gaps, policy misalignments, and day-to-day moderation improvements.
- Supported new trainees during the Nesting period, providing guidance, answering questions, and reinforcing training material to ensure a smooth transition to live operations.
Social Media Content Moderator
Teleperformance USA
El Paso, TX
04.2021 - 03.2022
- Moderated user-generated content (images, videos, and text) to ensure compliance with community guidelines and platform policies
- Identified and escalated policy violations, including graphic, sensitive, or high-risk content
- Reviewed and classified high volumes of content with a strong focus on accuracy, quality, and consistency
- Investigated and resolved complex content-related issues within defined turnaround times and quality standards
- Maintained strict adherence to confidentiality policies and safeguarded sensitive user information
- Consistently met or exceeded performance metrics and operational KPIs
- Participated in ongoing training to stay current on policy updates, workflow changes, and moderation best practices
- Provided insights and trend analysis to improve processes, policies, and product performance
- Demonstrated resilience and professionalism while handling traumatic and potentially offensive material
- Collaborated with teams and followed established procedures to support operational excellence
Shift Supervisor
Lumpia Express
El Paso, TX
11.2020 - 04.2021
- Supervised daily operations to ensure efficient workflows, high productivity, and smooth store performance
- Trained, coached, and mentored team members on company policies, procedures, and customer service excellence
- Optimized inventory management processes to reduce waste and maintain accurate stock levels
- Coordinated staff schedules to align coverage with peak business hours and customer demand
- Onboarded new employees and effectively delegated tasks to support team efficiency and accountability
- Executed opening and closing procedures, including cash reconciliation and store readiness
- Managed cash handling processes with a high degree of accuracy, minimizing discrepancies in daily financial reports
Food Service Foreman - Shift Supervisor
AAFES Starbucks
El Paso, TX
09.2019 - 11.2020
- Supervised food preparation and sales operations during assigned shifts, ensuring quality, efficiency, and compliance with standards
- Received, inspected, and managed inventory; forecasted and ordered supplies to maintain optimal stock levels
- Delivered excellent customer service by greeting guests, identifying needs, resolving complaints, and enhancing overall experience
- Prepared and maintained operational, financial, and inventory reports to support business performance
- Supported achievement of sales and service goals while monitoring productivity and controlling labor costs
- Oversaw cash handling, inventory security, and compliance with safety, sanitation, and security regulations; initiated maintenance as needed
- Opened and closed facility in accordance with company policies and procedures
- Supervised, trained, and evaluated staff; created schedules, delegated tasks, and managed performance and attendance
- Enforced brand standards and ensured compliance with organizational policies, including EEO regulations
- Performed hands-on operational duties and additional responsibilities as required to support business needs
Barista Trainer
AAFES Starbucks
El Paso, TX
04.2019 - 09.2019
- Onboarding & Mentoring: Introducing new partners to the store environment, culture, and building a supportive relationship.
- Routine Training: Teaching beverage routines (hot, blended, shaken espresso, milk steaming) and food service.
- System & Standard Training: Instructing on POS, drive-thru routines (DTO/DTR), and enforcing brand standards.
- Coaching & Feedback: Providing actionable, encouraging feedback on bar skills and customer service.
- Using Resources: Utilizing the store iPad’s "Train a Barista" module and sharing personalized "cheat sheets" to aid learning.
- Promoted upselling techniques among baristas for increased sales of food items and specialty drinks.
- Increased employee retention by fostering a positive, supportive work atmosphere.
- Managed cash register transactions efficiently while adhering to company policies regarding cash handling procedures.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
Education
High School Diploma -
John L. Chapin High School
El Paso, TX06-2014
No Degree - Human Resources Management
Park University
Fort Bliss, TXSkills
- Team Leadership, Coaching & Staff Development
- Training, Onboarding & Nesting Lead Experience
- Quality Assurance, Auditing & Continuous Process Improvement
- Policy Implementation, Compliance & SOP Enforcement
- KPI Tracking, Performance Management & Reporting
- Conflict Resolution, Problem-Solving & Escalation Management
- Workflow Coordination, Resource Planning & Operational Efficiency
Timeline
Client Operations Manager
Teleperformance USA
03.2022 - 06.2024
Social Media Content Moderator
Teleperformance USA
04.2021 - 03.2022
Shift Supervisor
Lumpia Express
11.2020 - 04.2021
Food Service Foreman - Shift Supervisor
AAFES Starbucks
09.2019 - 11.2020
Barista Trainer
AAFES Starbucks
04.2019 - 09.2019
High School Diploma -
John L. Chapin High School
No Degree - Human Resources Management
Park University