Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

FRANCISCO C. OLEA LIBERT

Santo Domingo,Dom. Rep.

Summary

Strategic-thinking manager adept at leading and directing projects from inception to launch. Resourceful and observant professional committed to delivering project objectives within specified timeframes. Expert collaborator skilled in working with others to achieve company goals.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior supervisor

TLC associates
01.2021 - 01.2023
  • Tenet Health / ADT security
  • Provided leadership and guidance to a team of 25 employees.
  • Conducted regular departmental meetings with staff to ensure effective communication and collaboration.
  • Resolved customer service issues quickly and effectively.
  • Ensured compliance with company policies and procedures.
  • Coordinated with other departments to ensure completion of projects on time and within budget constraints.
  • Developed monthly reports detailing progress towards project goals.
  • Managed disciplinary actions when necessary while maintaining fairness.
  • Investigated customer complaints promptly and took corrective action as required.
  • Participated in strategic planning initiatives to improve operations.

Sales Supervisor

Concentrix
01.2020 - 01.2021
  • Developed and implemented sales strategies to increase customer base.
  • Conducted weekly performance reviews with the sales team to ensure goals were being met.
  • Intervened in difficult customer situations to resolve issues quickly and efficiently.
  • Promoted culture of customer focus, product knowledge and production solutions to build loyal customer base.

Supervisor

Nearshore Kennedy (Advensus)
01.2017 - 01.2020
  • Zibby - Katapult Collection supervisor
  • Directed and supervised team of 15 employees in daily operations.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.

Senior Supervisor

Vixicom LLC
01.2015 - 01.2017
  • AT&T Sales & Retention for Business (B2B)
  • Developed and implemented B2B marketing strategies to optimize customer acquisition and retention.
  • Conducted market research to identify trends, competitive insights, and opportunities for business growth.
  • Collaborated with peers to deliver consistent service and promote customer retention.
  • Adhered to customer service standards to foster satisfaction and retention.

Associate/ Supervisor

Nearshore Luperon (Advensus)
01.2012 - 01.2014
  • AT&T Customer Services/ Sales
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.

Team Leader

ACS Luperon (Xerox)
01.2011 - 01.2012
  • Sprint Tech Support
  • Ensured customer satisfaction by providing prompt responses to customer inquiries and complaints.
  • Resolved escalated customer issues in a professional manner while maintaining positive relationships with customers.

Account Manager

International Contact Center
Current
  • Debt Settlement company
  • Created comprehensive reports on account performance and presented them to senior management.
  • Developed and maintained relationships with key accounts to ensure customer satisfactio
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Developed and implemented customer service policies, procedures and standards.
  • Conducted staff meetings to ensure all customer inquiries were addressed promptly and accurately.
  • Created reports summarizing key performance indicators for management review.
  • Established a system of tracking customer requests and ensuring follow-up was completed in a timely manner.
  • Implemented strategies for reducing repeat calls from customers due to unresolved issues.

Education

Bachelor of Legal Sciences -

UCE (Universidad Central Del Este)
01.2009

Skills

  • Effective Listening Skills
  • Effective Communication
  • Advanced Computer Proficiency
  • Customer Engagement
  • Interpersonal Communication Skills
  • Leadership
  • Project Coordination
  • Effective Solution Development
  • Effective Time Management
  • Cross-Functional Abilities
  • Fluent in Spanish and English
  • Adaptable and Open to Learning
  • Coaching Expertise
  • Data Management in Excel
  • Pivot Pro
  • Power BI
  • Business Development
  • Client Relationship Management
  • Data Analytics
  • Project Management
  • Collections expertise
  • Client Relations

Certification

  • Coach certificated
  • Management emotional intelligence certificated
  • Advanced Excel certificated (PUCMM)
  • Effective time management certificated
  • Improvement of habits certificated
  • Finance management certificated
  • Collection strategy certificated
  • Procedural civil law certificated
  • Medical visitor certificated
  • Time Management
  • Performances Management
  • FDCPA
  • Scrum Master
  • Certified HIPAA, PCI DSS

Languages

Spanish
First Language
English
Proficient (C2)
C2

Timeline

Account Manager

International Contact Center
Current

Senior supervisor

TLC associates
01.2021 - 01.2023

Sales Supervisor

Concentrix
01.2020 - 01.2021

Supervisor

Nearshore Kennedy (Advensus)
01.2017 - 01.2020

Senior Supervisor

Vixicom LLC
01.2015 - 01.2017

Associate/ Supervisor

Nearshore Luperon (Advensus)
01.2012 - 01.2014

Team Leader

ACS Luperon (Xerox)
01.2011 - 01.2012

Bachelor of Legal Sciences -

UCE (Universidad Central Del Este)

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FRANCISCO C. OLEA LIBERT