Iris Ruby Padilla Roberts Email & Phone Number

Boise, Id, Us

Western Power Sports - Boise

As a Customer Experience Manager, I initially led the transformation of a team in a call center that lacked full training. Through dedicated efforts, I successfully retrained the team, enabling them to excel and meet all key performance indicators (KPIs). Building on this success, I've extended my impact by addressing issues in various departments. Spearheading the implementation of quarterly reviews on returns trends, aiming to devise improvement strategies. Additionally, I'm actively involved in retraining the returns/credits process across multiple departments, both within and outside customer service, to align processes and ultimately reduce returns rate company-wide. Assumed leadership of the Product Technical Support Team for Western Powersports (March 2024 - Present), enhancing customer experience and streamlining internal processes.

United States

Led and developed a high-performing team by providing daily oversight, coaching, and training opportunities. Championed continuous improvement by participating in process improvement initiatives, implementing outcomes, and contributing to departmental policies, procedures, and workflows. Ensured operational excellence by monitoring performance metrics, optimizing system efficiency, and ensuring quality work completion. Served as a strategic partner by collaborating on management reports and providing input on system and process changes. Additionally, played a key role in talent management by participating in goal setting, selection processes, and performance assessments.

Meridian, Idaho

Led and coached blended Service Operations teams to achieve established goals, while ensuring adherence to company policies and regulations. Utilized customer feedback and call monitoring to identify areas for service improvement and implemented a successful call time reduction plan, decreasing handle time by 45 seconds within 60 days. Promoted a culture of compliance and risk mitigation by providing guidance to personnel on complex issues and escalating control issues with transparency. Additionally, managed personnel duties such as performance evaluations, hiring, and disciplinary actions.

Puerto Rico

As a Training Specialist, I thrived in a fast-paced environment, delivering diverse training programs to new hires and existing employees across the US. I championed learner success by fostering high-quality training outcomes, collaborating with Operations for onboarding, and analyzing data to identify and address performance gaps. My proactive approach included coaching interventions, which demonstrably improved call times for sales associates. Additionally, I partnered with Design & Development to continuously refine curriculum based on learning assessments and agent feedback.

Puerto Rico

Thriving Customer Service and Sales Representative consistently exceeding sales goals. I excelled at providing exceptional client experiences through issue resolution and strategic cross-selling opportunities. Additionally, I leveraged my expertise to become a sales champion, offering valuable peer-to-peer feedback and subject matter knowledge to new hire training classes.

Bachelor'S Degree, Hotel And Restaurant Management, 3.5

Activities and Societies: Student Council

Education record