David Polanco Email & Phone Number

United States

Rockville, Maryland, United States

• Provide comprehensive administrative support, including answering phone inquiries• Foster a welcoming and supportive environment for parents and students.• Coordinate and manage class schedules, student appointments, testing, and conferences to ensure effective support for students and teachers.• Manage and nurture leads by contacting prospective families who have shown interest in C2 Education services, scheduling diagnostic tests and conferences to convert inquiries into enrollments.• Ensure the successful delivery of C2 Education programs and initiatives, maintaining alignment with the organization's mission.

El Salvador

An operations manager is responsible for managing the day-to-day activities of the company's operations. They are tasked with ensuring that the company delivers high-quality services to clients, manages resources effectively, and meets the needs of both clients and the company. The specific responsibilities of an operations manager can vary depending on the company's focus and needs, but typically include client communication, project management, quality control, resource allocation, process improvement, risk management, and team management. An operations manager must be a skilled leader and problem-solver who can effectively manage a wide range of activities to ensure that the company's operations run smoothly and efficiently.• Successfully led and supervised a diverse team of 100+ employees, ensuring smooth operations and optimal performance.• Determine Contact Center operational strategies by conducting performance reviews, capacity planning, needs assessments, cost/benefit analysis, and defining user requirements.• Develop and implement operational strategies to improve efficiency, reduce costs, and increase profitability.• Monitor and analyze key performance metrics to identify areas for improvement and implement corrective action plans.• Contribute information and analysis to organizational strategic plans and reviews.• Set and exceed account KPI targets, ensuring all teams meet performance standards.• Collaborate with Account GM and Finance to achieve financial goals through regular checkpoints.

El Salvador

A support area supervisor is responsible for supervising a team of support staff who provide administrative, technical, or customer support services to clients. Their main role is to ensure that their team is delivering high-quality services to clients by monitoring performance, providing training, and handling escalations. They also manage team schedules, assign tasks, and monitor progress to ensure that work is completed on time and within budget. A support area supervisor must have strong leadership skills and the ability to manage multiple tasks and priorities, as well as excellent communication and problem-solving skills. Their ultimate goal is to ensure that their team is meeting or exceeding client expectations and delivering high-quality services.• Successfully led and supervised a diverse team of 17-20 employees, ensuring smooth operations and optimal performance.• Collaborated with Training, SMEs, and Sales Coaches to achieve account KPIs.• Served as liaison between Google Training, TELUS Learning, and account training needs.• Coordinated with Team Leads for tech knowledge, sales coaching, and tier 2 escalations.• Collaborate with TAM, IT, Team Leads, and Warehouse for equipment needs and placement. • Support the account equipment purchase needs with the Procurement Department.• Helped the Account General Manager with forecasting new training classes required by the targets set by our client.

El Salvador

A team leader is responsible for managing a team of employees who perform a specific task or set of tasks, typically related to administrative, technical, or customer support services. Their main role is to ensure that their team is meeting or exceeding performance targets, delivering high-quality services to clients, and continuously improving their processes and workflows. They monitor individual and team performance, provide feedback and coaching, and help team members to develop their skills and knowledge. They also manage schedules, assign tasks, and ensure that work is completed on time and within budget. A team leader must have excellent communication and interpersonal skills, as well as strong leadership and problem-solving abilities. Ultimately, their goal is to ensure that their team is delivering high-quality services that meet or exceed client expectations.• Successfully led and supervised a diverse team of 15-20 employees, ensuring smooth operations and optimal performance.• Provided leadership and direction to technical support teams for delivering advanced assistance to Google customers.• Delivered world-class customer experience, presenting KPI data to Operations Managers and the Business Strategy team.• Conducted development planning, performance reviews, and improvement plans to achieve team goals.• Liaised with the Quality and Support Areas team to meet technical requirements, policies, and guidelines.

El Salvador

A technical support representative is responsible for providing technical support and assistance to clients who are experiencing issues with their products or services. Their main role is to troubleshoot technical issues, identify the root cause of the problem, and provide a solution to resolve the issue. They communicate with clients via phone, email, chat, or other communication channels, and document their interactions and findings in a ticketing or tracking system. Technical support representatives must have excellent communication and problem-solving skills, as well as a deep understanding of the products or services they are supporting. They must also stay up-to-date with the latest technologies and trends in their field to be able to effectively assist clients with their technical issues. Their ultimate goal is to ensure that clients are satisfied with the services they receive and that technical issues are resolved quickly and efficiently.• Employed as a Technical Support Representative, helping Business and Education customers set up their accounts for the first time or resolve technical issues related to the use of their Google business accounts. • Delivered technical solutions through one-to-one communication over the phone and email using technical and customer service skills to provide a world-class customer experience. • Achieved a 90% customer satisfaction rating by providing excellent technical assistance to customers.• Exceeded individual targets and maintained a high first-call resolution rate of 90%.• Consistently met or exceeded productivity targets while maintaining high-quality standards.

San Salvador, El Salvador

● Manage and supervise all aspects of store operations, including sales, customer service, inventory, and merchandising.● Create and implement sales and marketing strategies to meet and exceed store sales goals.● Ensure customer satisfaction by providing exceptional customer service and resolving customer issues.● Implemented new technology solutions resulting in a 20% increase in sales and customer satisfaction.● Developed and implemented IT policies and procedures, ensuring compliance and reducing security risks by 30%.

● Worked together with INSAFORP (Instituto Salvadoreño de Formación Profesional) in order to participate in public bids for consulting and training needs for private and public companies in El Salvador.● Collaborated with FUNDAPYME (Fundación de Desarrollo para la Pequeña y Mediana Empresa), CENTROMYPE (Centro para la Promoción de la Micro y Pequeña Empresa), CONAMYPE (Comisión Nacional de la Micro y Pequeña Empresa) by providing business analysis and consulting sessions between our team of Consultants/Advisors and private/public medium, small and micro enterprises.● Managed a three-person sales team, setting sales goals, commissions, and targets.● Supported the company's financial/accounting requirements along with our Accounting Team.● Achieved a 20% increase in sales revenue by implementing new marketing strategies and expanding product lines.● Improved operational efficiency by implementing cost-saving measures, resulting in a 15% reduction in expenses.

● Assisted Dell customers in resolving their Electronics and Appliances technical issues by providing world-class technical service via phone and/or email.● Documented all interactions with customers in the CRM system.● Followed up with customers to ensure the issue was fully resolved and the customer was satisfied.

● Assisted the company's Director with creating, modifying, and printing Technical Requirement bids.● Provided insights and helped out with the financial analysis of business consultation.● Assisted with the company's monthly accounting and bookkeeping functions.

Master'S Degree, Business Administration

Licenciatura, Computer Science