ABRAHAM SUAREZ

• Directed all facets of call center operations for a Plumbing & HVAC company, ensuring seamless coordination between dispatchers, drivers, and call center agents.

• Recruited, trained, and onboarded call center agents to meet operational requirements and performance targets, fostering a culture of continuous learning and development.

• Implemented comprehensive management practices including call monitoring, coaching, training, and performance evaluations to optimize team performance and uphold service standards.

• Designed and conducted bi-weekly training sessions to keep staff updated on pricing fluctuations and operational procedures, ensuring adherence to company standards and industry regulations.

• Cultivated a positive work environment characterized by teamwork and collaboration, facilitating effective communication and problem-solving among dispatchers, drivers, and call center agents.

• Responded promptly and effectively to customer complaints, demonstrating a customer-first approach and resolving issues with a sense of urgency to uphold service excellence and reputation.

• Oversaw a team of 50+ support agents, ensuring prompt and effective resolution of customer issues across logistics, financial, and technical support domains while upholding efficiency and meeting service level agreements.

• Implemented a comprehensive performance monitoring system, providing individualized feedback to agents to enhance their skills and address areas requiring improvement, resulting in continuous performance enhancements.

• Managed all aspects of scheduling, payroll, and time-off requests for support agents, optimizing workforce allocation and ensuring seamless operational coverage.

• Collaborated with senior management by generating and presenting performance reports, offering insights and recommendations to inform key decision-making processes and drive improvements in service delivery.

• Played a pivotal role in the recruitment process by assisting with interviews and conducting Spanish proficiency assessments for bilingual candidates, ensuring alignment with language requirements and organizational needs.

• Promoted a cuture of innovation and collaboration by encouraging and championing ideas that aligned with business objectives, driving positive outcomes and enhancing overall team performance.

• Audit coaching sessions between Operations Managers and Supervisors, including KPI reviews, side by sides, live audits, virtual audits, development reviews and performance management conversations
• Provide feedback and development to all site Leaders as well as read outs
• Provide feedback to Site Director as well as frequent readouts to Executive Leadership on strategic business results
• Perform analysis and reporting around coaching session effectiveness, quality, and quantity
• Lead and facilitate trainings around development and coaching techniques
• Collaborate with other functional areas including Human Resources, Process Improvement, Training, and Workforce
• Established a strong leadership presence within all respective management levels by being involved, interacting on the call center floor, and being approachable.

• Supported team members in resolving customer satisfaction and technical support issues, ensuring prompt and effective resolution to enhance overall customer experience.

• Monitored employees' productivity, accuracy, and adherence to defined processes using dashboards, live call monitoring, and accountability inspections, enabling proactive action to address delays and maintain high-quality customer support.

• Provided personalized coaching in one-on-one settings, employing active listening and open-ended questioning to identify root causes of performance issues and develop tailored solutions for improvement.

• Organized and facilitated improvement-focused weekly team meetings, ensuring efficient use of space, materials, and catering support to optimize team collaboration and productivity.

• Collaborated closely with Human Resources as part of the recruiting team, participating in screening potential new hires, conducting phone interviews, and assisting in the facilitation of off-site hiring events to support workforce expansion and talent acquisition efforts.