Eric Rojas Email & Phone Number

Lafayette, La, Us

Conroe, Texas, United States

⭐ Manage multiple BPO teams of 115-186 FTEs, consistently surpassing performance targets, leading to a 50% increase in Customer Effort Score (CES) within 6 months and outperforming internal teams for 12 consecutive months.⭐ Lead initiatives to boost operational efficiency by 20% and reduce resolution time, enhancing customer satisfaction and retention.⭐ Create and maintain the BILL Tone and Language Guideline for Service Delivery Agents across all four outsource sites and internal teams, driving a 10% improvement in CES through consistent communication standards.⭐ Implemented AI solutions into agent’s workflows, achieving a 43% decrease in Average Handle Time (AHT) and a 90% reduction in After Call Work (ACW).⭐ Developed new Job Profiles and Job Description standards for outsourcing partners, significantly decreasing attrition by 62%.⭐ Foster strong BPO partnerships through transparent communication, resulting in a record-high CES of 4.5 in FY24Q3, which continues to be maintained at this level to the present day.⭐ Utilize data-driven strategies to optimize support operations, increasing resolution solve rate by 8%.⭐ Implement daily performance management practices, ensuring top internal and partner rankings.⭐ Drive KPI tracking and management to improve resolution rates, agent efficiency, and service delivery consistency across multiple support channels.⭐ Develop and refine escalation protocols to enhance issue resolution speed and customer satisfaction.

Houston, Texas, United States

⭐ Onboarded, trained, and provided continuous support to BPO teams, consistently driving them to exceed a 4.0 Customer Effort Score (CES).⭐ Directed and managed a team of 10-15 support advocates, ensuring the delivery of world-class customer service and consistently elevating customer satisfaction ratings.⭐ Developed and implemented customer service policies and procedures that resulted in a 20% increase in customer satisfaction ratings.⭐ Proactively identified and communicated opportunities for improving the customer experience, recommending process enhancements, product refinements, and training advancements.⭐ Analyzed weekly CES scores, negative ratings, and quality assurance scores to pinpoint areas for improvement and provide actionable feedback to advocates.⭐ Conducted quality assurance audits to ensure compliance with company performance standards, policies, and procedures.⭐ Created and implemented individual career paths for support advocates, fostering their professional growth and development.⭐ Resolved customer complaints and escalated issues, utilizing creative problem-solving techniques.⭐ Managed day-to-day team operations, including team building, agent staffing/scheduling, and reporting.⭐ Conducted performance reviews, set individual goals, and recommended performance recognition.⭐ Monitored chat, phone, and email queues, taking corrective actions as needed to meet SLA targets.⭐ Evaluated agent performance, provided feedback and coaching opportunities, and took corrective actions when necessary.⭐ Delivered on-the-job training, preparing support advocates to respond to customer inquiries and troubleshoot issues.

Katy, Texas, United States

⭐ Orchestrated payroll administration, overseeing daily punch edits, ensuring associate scheduling compliance, and generating comprehensive payroll reports.⭐ Prioritized an exceptional customer experience by closely monitoring and enhancing the customer satisfaction score.⭐ Directed the routing of all incoming and outgoing phone calls, emails, and packages to appropriate channels.⭐ Executed meticulous compliance checks across departments to ensure a secure and productive work environment.⭐ Led a dedicated team of 10 individuals, providing daily documented feedback and coaching based on keen observations and detailed reports.

Katy, Texas

⭐ Effectively managed payroll administration, sales forecasting, associate scheduling compliance, and payroll reporting.⭐ Achieved a remarkable increase in the store's customer satisfaction index from 82% to an impressive 98.5% within two years, maintaining customer loyalty by swiftly resolving issues in accordance with company policies.⭐ Ensured adherence to company policies by overseeing cash pick-ups and bank deposits in alignment with established procedures.⭐ Spearheaded comprehensive training and development programs for all associates, enhancing employee performance and improving morale.⭐ Maintained the security of the building by meticulously overseeing entrance/exit control, daily EAS function checks, cash office security, armored carrier pick-ups, and the register area.⭐ Prioritized customer safety through accident prevention measures, accident reporting protocols, and the swift execution of emergency procedures.⭐ Managed store loss prevention efforts by maintaining a strong customer service presence on the sales floor, actively engaging with customers and associates, and heightening awareness of loss prevention practices.⭐ Successfully drove sales and profit by meticulously curating merchandise presentation, ensuring accurate signage, maintaining optimal inventory levels, and guaranteeing product availability.⭐ Conducted thorough analyses of economic trends, reviewed store financial reports, and compared projected financial outcomes with actual results to inform associate scheduling decisions.

Business Administration And Management, General

High School, Technology And Arts

Graduating GPA of a 3.5