Dionicio Cerda
San Luis,AZ
Summary
Dynamic Operations Manager with a proven track record at Advance Call Center Technologies, excelling in team leadership and strategic planning. Enhanced customer satisfaction and sales through effective problem-solving and performance monitoring, driving accountability and operational efficiency. Skilled in CRM and staff training, fostering a culture of collaboration and high morale.
Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Manager
Advance Call Center Technologies
01.2017 - Current
- Supervised operations staff of 200 and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes. Leading to 115% attainment of sales goals month over month
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Customer Service Supervisor
Advance Call Center Technologies
03.2016 - 01.2017
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Call Center Sales Representative
Advance Call Center Technologies
07.2015 - 03.2016
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Enhanced team productivity by collaborating on strategies to improve call center performance metrics.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
- Strengthened customer loyalty through empathetic listening and understanding individual requirements.
- Utilized CRM systems proficiently to track customer interactions, ensuring accurate records for future reference and followups.
Education
Skyline Community College
San Bruno, CAPsychology
Oklahoma City University
Oklahoma City, OKHigh School Diploma -
Salinas High School
Salinas, CA05-2009
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Planning and implementation
- Staff training
- Project management
- Performance monitoring
- Strategic planning
- Customer relationship management (CRM)
- KPI tracking
- Data analysis
Accomplishments
- Earned the “Best Outbound Sales Channel” Award in 2018 for being the number one sales channel for AT&T.
- Promoted to Supervisor after 1 year with the company.
- Promoted to Operations Manager after 2 years with the company.
- Supervised team of 200 staff members.
- Achieved sales target through effectively helping with coaching and developing.
- Achieved top Vendor by completing Data Driven decisions with accuracy and efficiency.
Certification
- Coaching and Developing, AT&T - August 2018
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Operations Manager
Advance Call Center Technologies
01.2017 - Current
Customer Service Supervisor
Advance Call Center Technologies
03.2016 - 01.2017
Call Center Sales Representative
Advance Call Center Technologies
07.2015 - 03.2016
Skyline Community College
Psychology
Oklahoma City University
High School Diploma -
Salinas High School
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