Jorge Serrano Email & Phone Number

San Diego, Ca, Us

San Diego, Ca, Us

Supported a team of in-person and phone customer service representatives, driving strategic initiatives, developing operational plans, and optimizing processes for efficiency and quality. Cultivated a high-performance culture that fostered continuous improvement and exceeded expectations. Implemented industry-leading customer service and professional development practices, resulting in substantial program performance gains. Consistently outperformed KPIs and surpassed service quality benchmarks in all interactions.• Developed an updated customer service representative training program in collaboration with the training manager, resulting in a 20% reduction in average handling time from 10 to 8 minutes.• Created and documented SOPs that provide clear guidelines for customer service representatives, leading to a 45% reduction in customer complaints and a 10% increase in agent productivity.• Implemented regular, pre-scheduled coaching sessions to build staff confidence and improve performance. These sessions resulted in a 20% increase in employee satisfaction surveys, improved attendance, reduced turnover, and a 25% improvement in QA metrics.• Improved adherence from 60% to 90% by fostering a partnership-driven environment focused on identifying daily personal and professional wins. This was achieved through weekly team meetings, one-on-one coaching, and a recognition program.• Established a strategic staffing model adjustment, including using a shift scheduling optimization tool, to optimize service levels and manage record-breaking call volumes of over 21K in a single month. This reduced customer wait times from an average of 35 minutes to just 2 minutes while reducing overtime by 15%.

San Diego, California, Us

Led a team of HVAC/Plumbing CSRs, Dispatch, and offsite lead generators, guiding strategy, creating operating plans, and enhancing processes and quality. Encouraged daily operations to foster growth and efficiency. Implemented B2B and CRM best practices, developing and documenting project roadmaps during restructuring, resulting in significant program performance improvements. Consistently met KPI targets, surpassing service quality expectations in all interactions.• Implemented strategic dialing strategies, achieving a record-breaking 50% profit margin in July.• Optimized operations through clear SOPs, checklists, and QA best practices, elevating results from 65% to 85% in 60 days.•Surpassed sales records, driving July revenue from 2MM to 2.6MM, and achieving an outstanding 2.8MM in August.• Reduced cancel rates from 35% in June to 30%-33% in August and July through targeted coaching. • Updated dispatch and customer service practices, fostering impactful partnerships and achieving a record daily booking of 175.

Managed and directed all aspects of operations in a manner that built a strong workplace culture and maximized both staff and customer experience while meeting budgetary goals. Provided expertise in staffing, resource planning, and scheduling. Spearheaded various call center teams, including all processes and services within the company.• Determined call center operational strategies and oversaw and managed daily operations through direct reports.• Built, coached, and sustained a robust Operations Team; reviewed existing contact center policies, procedures, and changes to ensure alignment with organizational requirements and best-in-class standards.• Evaluated current reporting tools and efficiency measurements and made continuous improvements to overall operations by creating reporting and analysis.• Worked with Senior Management to create short- and long-term business and strategic plans.• Established and oversaw performance targets for 200+ call center associates and documented and improved operational processes and procedures, resulting in a +10% increase in productivity.• Fostered a culture of open communication and heightened the team’s communication and cooperation by chairing weekly/monthly team meetings and providing a training forum.• Reduced new hire attrition by 25% and improved attendance by 10% by developing creative solutions.• Improved production and QA rates by 15%, as well as attendance from 75% to 88% show rates.• Cultivated and maintained effective organization, including hiring, managing, and developing operations personnel.

Plano, Texas, Us

Provided leadership to the day-to-day management practices in support of the new proprietary site's administration, growth, and execution of the site's strategy and vision, operating plans, and process and quality improvements for all operational functions within the Mexico call center site.• Established, maintained, and oversaw performance metrics and targets for call center programs.• Administered business-wide changes to modernize procedures and organization; assumed operational ownership in all projects related to the Call Center. Led change management and strategic turnaround for the company, improving team behaviors and work culture.• Ensured efficient recruiting, training, coaching, recognition, workflow patterns, productivity standards, delineation of duties, and staffing levels; supervised and motivated staff members to achieve optimal productivity and quality.• Determined operational strategies by conducting assessments and reviews on call center statistics, sales rates, costs, QA, and customer service metrics (KPIs).• Assisted near shore vendor with day-to-day program needs to attain program success by creating a cooperative environment based on communication and partnership building• Increased QA and CX scores by 20% and improved adherence levels from 70% to +90% by implementing quality assurance guidelines, processes, and procedures.• Interviewed, trained, and motivated team members focused on the productivity, quality, customer, and staff experience• Nurtured and improved a service culture and drove the overall strategy/execution of the Mexico site and new near-shore Vendor (BPO) to drive positive outcomes.• Improved attendance and reduced attrition rates by meeting call center objectives, reassessing requirements, and adjusting to current labor conditions to create a positive work environment, resulting in a positive onboarding experience and reducing 15% new staff attrition.

San Diego, Ca, Us

Delivered service excellence and drove overall objectives and operational execution while ensuring seamless service delivery. Created, documented, and maintained operations center project roadmaps during significant restructuring and downsizing, resulting in improved program metrics. Achieved KPI targets while ensuring all contacts, whether inbound or outbound, were handled in line with the organization’s Service Model.• Worked with internal and external partners to identify the tools and resources and employed practical remote/virtual training and proactive coaching for a staff of +120 professionals.• Completed regular analysis of performance reports and metrics for call center associates in outbound and inbound environments by setting clear expectations and following up with appropriate coaching.• Improved QA, customer experience, performance, and staff development resulting in a partnership mindset for call center staff, improving retention levels of leadership staff and KPI's for the program.• Onboarded, supported, and managed third-party vendor partnerships; executed regular intra-department check-ins to support best practices, work on areas of opportunities, and reinforce positive results.• Adopted SME process improvement work plan and introduced new processes to increase production and quality, resulting in increased donations processed.• Strengthened time management and staff interaction by encouraging regular use of tools such as MS Teams, Zoom, Outlook email, outlook calendar, and outlook tasks.• Instilled a resilience, partnership-based positive and gratitude mindset in call center staff, boosting the retention level of leadership staff and KPIs for the program.• Transitioned program from on-site to 100% remote during the covid-19 pandemic in 30 days.• Introduced workforce manager (WFM) and adjusted CRM & VOIP services to support staff, program clients, and partner organizations.

Mclean, Virginia, Us

Oversaw the daily management of the contact center operations ensuring KPI metrics were met, including developing contact center ground structure and using AWS and Genesys VOIP platforms. Played a key role in establishing Call Center & Helpdesk Operations, focusing on delivering superior and consistent client experience and value through an engaged workforce of +300/1500 remote work-from-home inbound-outbound covid-19 contact tracing and customer service agents.• Monitored operations to ensure adherence to service level standards and company/department policies & procedures.• Measured staff productivity goals and objectives with a focus on ensuring best-in-class customer care.• Oversaw the program management and employed necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the program.• Coordinated with govt. Agencies for audit and certifications; ensured contact center compliance with ISO standards.• Tracked and reported program achievement against goals and objectives and completed daily reports tracking adherence, talk time, call x hour, conversion, QA, etc.• Managed and supported a team of +300/1500 remote work-from-home inbound-outbound contact center agents to ensure performance metrics (KPIs) were reached using AWS and Genesys.• Directed, trained, and motivated the team; assisted and coached call center staff using technologies such as AWS (Amazon WorkSpaces), Zoom, webcam, and regular use of MS Teams.

Boston, Ma, Us

Planned, monitored, evaluated, and supervised the operation of the CalWORKs TANF program while providing comprehensive case management services. Coordinated the work of various subdivisions, created treatment plans, and connected with clients and families to manage the proper execution of standard operating procedures for the Welfare to Work program.• Supported a team of 5 supervisors, 3 leads, and 45 case managers to achieve contract success; ensured appropriate staffing levels for case maintenance and task completion and good services to clients with special needs.• Realized contract objectives and delivered quality and timely services to customers/participants by effectively managing the WTW operation fulfillment. Displayed sensitivity to the cultural and linguistic needs of families served.• Assessed, structured, and determined operational needs for Welfare to Work case managers and recipients.• Conversed promptly and concisely with state and county associates; prepared and delivered/participated in regular status reports submitted to the County of San Diego.• Streamlined daily operations, identified compliance trends, and initiated process improvements by valuing and analyzing program data metrics and reports.• Instituted strategies that contributed to improving the county’s Work Participation Rate.• Re-enforced an organizational culture of being service delivery-oriented and process improvement centered.• Displayed sensitivity to cultural and linguistic needs of families served.• Built and strengthened industry partnerships to support staff, participants, and clients.

Berwyn, Pa, Us

Oversaw large-scale outbound sales and customer service operations, managing a team of 350+ employees in multiple sites. Achieved exceptional results in customer satisfaction, quality assurance, and revenue generation• Determined the call center operational strategies by evaluating team results and objectives; mentored, coached, and supported local and remote team members on leadership skills to optimize results on staff mindset and work culture.• Met financial targets by estimating performance requirements and preparing annual budgets; reconciled expense reports and invoices as primary Client Contact; presented monthly and annual program results, action plans, and future objectives.• Facilitated weekly meetings to ensure all programs were successfully delivered and added value to the company. Example calibration, triad coaching, and certification sessions.• Delivered outstanding customer service and sales results by up-scaling the outbound department to accommodate participation in 5 AT&T/DTV programs – Started with 50 agents and 3 supervisors in 1 site and grew to 3 sites, +350 agents, 4 managers, 23 supervisors, and 5 programs.• Up-scaled outbound department to accommodate participation in 5 AT&T/DTV programs providing outstanding customer service and sales results.• Orchestrated incentive programs and created a collective work culture that enhanced staff morale and capability in adherence to AT&T operations model.• Amplified production and quality results by adapting standards and procedures based on behaviors impacting KPIs, resulting in top outsourced AT&T vendor for 4+ years.

Madison, New Jersey, Us

• Managed contracts, negotiations, and all aspects of sales to finalizepurchases and exceed customer expectations.• Listed Properties for sale, providing professional real estate market advice to sellers, buyers andinvestors• Provided clients with multiple loan products and provided the loan program to fit their needs.• Project Manager for listings in Baja Mexico• Liaised between buyers and sellers to ensure positive experiences for both parties.• Showed properties to potential buyers and brokers at open houses andother real estate-related events• Created and implemented marketing plans to drive sales.• Effectively Managed a team of 5, implementing company policies and work rules, leading to improved team cohesion and performance.• Managed project elements for multiple initiatives from initial planning toproject rollouts

San Diego, Us

• Monitored client satisfaction and project performance for call centers in the United States and Mexico, ensuring a high standard of service delivery.• Successfully spearheaded the establishment of a 150-station nearshore (BPO) call center in Tijuana, Mexico, optimizing operational efficiency and expanding the company's reach.• Cultivated robust business relationships with clients, resulting in the generation of new business opportunities and increased revenue streams.• Actively participated in impactful business presentations to prospective clients, effectively communicating the value proposition and securing partnerships.• Identified and developed new business leads, demonstrating a proactive approach to market expansion and revenue growth.• Chaired partner meetings, fostering constructive discourse on matters crucial to firm operations, ensuring efficiency and strategic alignment.• Formulated and executed digital marketing campaigns, adapting them to social media programs, showcasing adaptability and innovative thinking.

• Responsible for program management, administration, and daily operations of call centers 300stations in multiple sites.• Worked with the QA department in conducting regular monitoring and coaching sessions to ensurecompany's standards were observed,• Responsible for staff training and development.• Responsible for off offshore vendors' results and day-to-day management.• Developed quality employees within the call center to take over leadership positions.• Determined quality assurance benchmarks and set standards for improvement.• Established targets on metrics (KPI's) for staff to drive company success and strengthen motivation.

• Responsible for compliance with company policy and standards.• Implement client specifications and quality standards in all areas of telephone operations.• Monitored employee productivity and quality with supervisors to implement pre-established proceduresefficiently.• Main client Contact• Vendor Manager for outsourced work.• On-Going Staff Training and development.• Created full-scope cost estimates for bid-build and design-build projects.• Developed key personnel in the most effective production methods to achieve expectations and meetquality control standards.• Sourced additional resources and staff to meet timeline demands.• Delivered projects to pre-determined budgets, maintaining time parameters and quality standards.• Took an active role in company growth by consistently providing quality customer service to promotegrowth and retention.

• Provided constructive feedback on work performed by interviewing staff.• Generated end-of-day interviewer production and quality reports.• Responsible for Day to Day scheduling of resources for individual projects.• Monitored call quality and provided individual constructive feedback to enhance performance andaddress areas needing improvement.• Trained team members on performance metrics and call behavior• Created team rotations to ensure the center worked effectively during peak hours.• Supported Staff with day-to-day work and complex problems by applying motivational and analyticalstrategies.Jorge Serrano - page 5• Managed personnel, including scheduling for agents and product specialists to foster increasedproductivity.• Executed Monthly Performance Plans with representatives to identify production gaps.

Bachelor Of Laws (Ll.B.), Law

Associate Of Arts - Aa, Political Science And Government