José Manuel Medrano Valerio

Provide leadership and management of a Center of Excellence team of customer care representatives dedicated to providing the highest level of support to customers, in order to ensure complete customer satisfaction and thus a continuing relationship with Jostens. Provide help and assist in all the activities related to the department.

Responsibility/Function

Plan and implement call center strategies and operations.

• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Identify and evaluate state-of-the-art call center technologies
• Define user requirements.
• Establish technical specifications and production, productivity quality, and customer service standards.
• Contribute information and analysis to organizational strategic plans and reviews.

Improve call center systems and operations

• Provide direction on call center systems by developing customer interaction and voice response systems, user interfaces and dashboards, and user acceptance test plans.
• Drive performance results by managing process improvements, team quality, and productivity standards and metrics. Monitor, evaluate, and analyze metrics, including quality assurance evaluations, metrics reports, and dashboards for the center and each team, relating to productivity and profitability to ensure operating requirements and corporate objectives are met. Direct all actions necessary to achieve service level and performance goals.

Efficiently manage call center operations

• Meet financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and taking corrective action as needed.
• Support and enable rapid business growth.
• Prepare performance reports by collecting, analyzing, and summarizing data and trends.
• Review and analyze business data to identify trends and recommend solutions to improve the performance of the customer operations team.
• Manage center processes and procedures to drive operational excellence for all touch points in the customer experience including customer inquiries, problem resolution, securing price increases, selling new accounts, and retaining existing accounts for all lines of business.

Manage staff to enhance the customer experience

• Proactively forecast and develop the staffing plan based on business needs utilizing historical business volume trends, promotional activities, and customer use patterns.
• Define expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets, and productivity levels. Lead and motivate the team to meet those goals.
• Recruit, select, orient, train, assign, coach, counsel and discipline employees.
• Administer scheduling systems.
• Communicate job expectations.
• Plan, monitor, appraise, and review job contributions.
• Plan and review compensation actions.
• Enforce policies and procedures.

• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Monitor company's operations and analyze their metrics, such as: cost effectiveness, time, correctness and so on
• Review and optimize existing operational systems, processes and best practices
• Oversee the compliance of operations with specifications and quality requirements
• Work to support the achievement of company’s strategic and operational objectives
• Analyze financial data/statements and use them to improve profitability
• Conduct quality controls and monitor production KPI’s
• Interact with clients and personnel to retrieve the feedback

• Built and strengthened long-lasting client relationships based on accurate reporting quotes and customer-centric terms.
• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Set clear goals to identify activities and behaviors to advance process.
• Evaluated client needs and developed tailored solutions to increase positive customer ratings.
• Coordinated with internal teams to facilitate prompt delivery of client projects.
• Trained new employees on customer service and organizing strategies.
• Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
• Contributed to team objectives in fast-paced environment.
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Monitored workflow to improve employee time management and increase productivity.
• Maintained compliance with company policies, objectives, and communication goals.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Achieved results by working with staff to meet established targets.
• Boosted team performance by developing customer service training materials and conducting service training.
• Developed effective improvement plans in alignment with goals and specifications.
• Maintained database systems to track and analyze operational data.
• Educated staff on organizational mission and goals to help employees achieve success.
• Account Manager, Synergies Corp Santiago, Dominican Republic |2009 - 2019

• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Monitored workflow to improve employee time management and increase productivity.
• Maintained compliance with company policies, objectives, and communication goals.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Achieved results by working with staff to meet established targets.
• Evaluated employee performance and coached and trained to improve weak areas.
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Conducted routine inspections to check quality and compliance with established specifications.

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Developed and maintained quality assurance procedure documentation.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Defined and implemented quality initiatives to reduce risk.
• Monitored KPIs to proactively address bottlenecks and quality issues.
• Analyzed quality and performance data to support operational decision-making.
• Created and revised procedures, checklists and job aids to reduce errors.
• Developed training materials, SOPs and work instructions to supplement new team member onboarding.

• Led interesting and diverse group activities to engage students in course material.
• Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
• Prepared and implemented lesson plans covering required course topics.
• Prepared comprehensive English curriculum for multiple classes.
• Kept classroom organized, clean and safe for students and visitors.