Mike Quinones

Customer service and operations leader with extensive experience in leading teams, managing complex client escalations, improving service quality, and optimizing operational performance. Expertise in call center management, workforce operations, performance coaching, KPI analysis, quality assurance, and process improvement.

QUALITY ASSURANCE COORDINATOR at American Residential Services (2026-04 – Present)

• Manage customer satisfaction and quality assurance activities by addressing inbound concerns and proactively following up with customers.
• Investigate service quality issues involving pricing, damages, and technician performance.
• Document and track customer complaints and quality assurance trends in a timely and detailed manner.
• Coordinate resolutions with local service center teams and leadership.
• Review and respond to customer satisfaction surveys, particularly negative feedback.
• Deliver quarterly complaint analysis by branch and region to identify service trends and improvement opportunities.
• Support service consistency and continuous improvement in the customer experience.

ASSISTANT MANAGER I at Dollar Tree Stores (2025-11 – 2026-04)

• Assisted the Store Manager with daily operations while ensuring compliance with company policies and procedures.
• Supported inventory control, stock replenishment, organization, and loss prevention initiatives.
• Oversaw merchandising and store layout to maintain visual standards and maximize product visibility.
• Managed cash handling procedures, including opening and closing registers and preparing bank deposits.
• Monitored sales metrics and provided feedback to support store performance.
• Maintained a clean, safe, and welcoming shopping environment.
• Served as acting manager in the Store Manager's absence, making operational and staffing decisions.

OWNER at The Can & Bottle Beer Shop (2020-07 – 2025-04)

• Managed day-to-day store operations, inventory control, product ordering, and shelf organization.
• Delivered exceptional customer service by educating customers about craft beer styles and resolving customer concerns.
• Monitored sales performance, established pricing strategies, and managed budgets, payments, and bookkeeping.
• Ensured excellent service through product knowledge and efficient problem resolution.

DIRECTOR OF CLIENT SERVICES at Tourico Holidays (2009-01 – 2019-06)

• Led and trained teams of 50–100 employees, ensuring exceptional service delivery and compliance with industry standards.
• Managed customer service operations and supported workforce planning, staffing, and daily operational needs.
• Used performance data and reporting to monitor team productivity, service quality, and operational effectiveness.
• Provided coaching and feedback to improve employee performance, service standards, and customer satisfaction.
• Utilized Cisco UCCX, QlikView Business Intelligence, and GDS reporting to analyze call and sales performance.
• Created and monitored KPIs, performance reports, and operational metrics to identify trends and support management decisions.
• Used data-driven insights to evaluate team performance and identify opportunities for process improvement.
• Served as the primary point of contact for complex client escalations and service issues.
• Resolved customer concerns while maintaining service quality and supporting positive client relationships.
• Worked with internal teams to address operational issues and improve the customer experience.
• Worked extensively with Sabre GDS and Worldspan GDS to support travel operations and customer service.
• Managed Sabre queues and worked with visas and electronic travel authorizations.
• Used Airline Reporting Corporation (ARC) systems and reporting to support compliance and operational requirements.
• Implemented coaching programs to improve service standards, performance metrics, and quality assurance benchmarks.
• Spearheaded process improvements to streamline operations and optimize service delivery.
• Provided valuable input into operational decisions to enhance team performance and customer satisfaction.

Associate Degree – Miami-Dade Community College