Willie Rodriguez
Call Center Operations Manager
Hire this person
Send a job offer directly to this candidate
About
A call center operations manager offering 15 years of experience.
Background includes guiding teams, managing complex projects, and achieving strategic objectives. Excel in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Experience
Operations Manager at Vanderbeck Insurance Agency (2024-11 – Present)
- Effectively managed and evaluated workflow and productivity, making necessary changes to drive productivity and quality
- Developed and implemented strategies to increase efficiency and productivity of the team
- Developed and implemented KPIs to measure team performance, leading to a 15% increase in productivity
- Developed and implemented quality control procedures, ensuring adherence to industry standards and regulations
Customer Resolution Team Lead I at Allstate Health Solutions (2019-05 – 2024-09)
- Led a high-performing resolution team, consistently achieved targets & maintained customer satisfaction
- Coordinated regular performance evaluations of team members, and provided constructive feedback
- Mentored junior team members, and provided guidance on best practices regarding problem-solving
- Assisted with training business partners when necessary
- Reduced customer complaints by ensuring timely and accurate responses to their concerns
Claims Loss Taking Unit Bilingual Supervisor at Allstate Insurance (2010-06 – 2019-01)
- Established clear expectations for each team member's role in projects & processes resulting in efficient work distribution among groups
- Managed a diverse team of bilingual employees, ensuring clear communication and understanding
- Monitored the progress of daily operations, and used bilingual skills for clarity
- Applied strong leadership talents and problem-solving skills to maintain team efficiency
- Recruited, interviewed, and hired employees and implemented a mentoring program
Customer Service Consultant at GMAC Insurance (2009-06 – 2010-01)
- Assisted customers and agents by providing education and options to meet their insurance needs
- Handled high call volumes while maintaining a courteous and professional demeanor
- Developed strong relationships with clients by consistently exceeding expectations in handling issues
- Improved customers satisfaction by promptly addressing and resolving inquiries and concerns
- Managed customer escalations to senior staff or management when necessary
Education
AA in Fashion Merchandising, Business Administration – Central Carolina Community (1989-01)
