Zuriel Grullon
Palm Bay,FL
Summary
Operations professional with solid foundation in managing and optimizing team performance. Known for driving process improvements while maintaining high standards of quality and efficiency. Strong focus on team collaboration and achieving results, adaptable to evolving challenges. Proficient in resource management and operational strategy.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations: Team Lead
Everise
09.2021 - Current
- Lead & Coach 25 agents on sales & client relation tactics to drive sales
- Work with Medicare & Medicaid sales agents to reach their individual goals
- Met Daily sales metrics to reach our team goals and objectives as well as the client's
- Sales, Customer Service, & Client Relations
- Lead, Mentor, & develop sales agents to meet KPI's & drive performance
Lead Consultant
Fedex Office
11.2017 - 04.2020
- Supervise On the floor activities such as shipping and printing
- Manage production area to ensure we complete printing orders in an efficient manner
- Create and Monitor strategies to enhance our teams ability to meet and exceed sales goals
- Focus on client relations and act as a point of contact for all of their personal or business printing needs
Call Center Associate
Space Coast Credit Union
09.2015 - 03.2016
- Take Inbound/Outbound calls resolve customer issues
- Delivered exceptional customer service, increasing member satisfaction, investing and loyalty
- Sales calls to existing accounts to maintain relationships and further saturate the market
- Technical support for online banking/Documented necessary account information
- Evaluated accounts by analyzing information and advising solutions that benefited members
- Reported fraud and suspicious card activity to appropriate departments
Mortgage Modification Conversion Processor
Wingspan Portfolio Advisors/Chase
06.2014 - 06.2015
- Navigated project pipeline to identify relevant research and information gaps needed to complete the modification process
- Documented all research steps, sources of information, calculations, and database updates
- Performed quality assurance (QA) of team members modification conversion files
- Organized research Blitz's and database packages to manage client mortgage modifications
- Track and analyze performance of (15) analyst for training and coaching opportunities
- Knowledge of FHA and FNMA policies and guidelines
Customer Service Supervisor/social Media Escalations
Ebay Enterprise
09.2012 - 04.2014
- Lead a team of 4-5 agents while devising objectives and day to day goals
- Participated in execution of sales strategies
- Delivered exceptional customer service while deescalating client issue
- Resolved problems, Handled Dicks sporting Goods and Sports authority corporate escalations
- Responsible for Corporate Sales, Group Sales and FIT Sales
- Identify social media trends, topics and relevant opportunities to assist clients needs
Education
Associate of Arts - Business Administration And Management
Eastern Florida State College
Cocoa, FL06-2014
Skills
- Windows & Mac
- Microsoft Office, Excel, Teams, Word, Power BI
- Sales Force CRM
- Coaching
- Performance Improvement
- Sales
- Client Relations
- Project Management
- Agile Learning
Certification
- 0215-life Incl Var Annuity & Health License
- 0220-Property & casualty General Lines
Timeline
Operations: Team Lead
Everise
09.2021 - Current
Lead Consultant
Fedex Office
11.2017 - 04.2020
Call Center Associate
Space Coast Credit Union
09.2015 - 03.2016
Mortgage Modification Conversion Processor
Wingspan Portfolio Advisors/Chase
06.2014 - 06.2015
Customer Service Supervisor/social Media Escalations
Ebay Enterprise
09.2012 - 04.2014
Associate of Arts - Business Administration And Management
Eastern Florida State College
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