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.
• 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.
• 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.
• 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.

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 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.
• 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.

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.
• 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.
• Ensured efficient recruiting, training, coaching, recognition, workflow patterns, productivity standards, delineation of duties, and staffing levels; supervised and motivated staff members to achieve optimal.
• 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

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.
• 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.

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.
• 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.

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.
• 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.
• 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.

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.
• 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.
• 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.
• Up-scaled outbound department to accommodate participation in 5 AT&T/DTV programs providing outstanding customer service and sales results.

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

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.

• 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.

• 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.

• 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.

Bachelor Of Laws (Ll.B.), Law

Associate Of Arts - Aa, Political Science And Government