Renzo - Operations Leader with 3+ years in Customer Service & Process Improvement

Expertise in designing, launching, and optimizing operational workflows and KPIs for efficiency and quality.

Skilled in analyzing workflows to identify root causes and implement enhancements that boost performance.

Proficient in KPI dashboards, reporting tools, and interpreting data to inform decision-making.

Fluent in English and Spanish, facilitating effective communication across multicultural teams.

Launched and structured a 24/7 operational program, establishing workflows, KPIs, reporting processes, and quality standards.. Supervised and coached up to 28 team members, ensuring adherence to performance goals and SLA expectations.. Monitored KPI dashboards and performance reports to identify issues and implement optimization strategies.. Collaborated with cross-functional teams to stabilize operations during rapid growth phases.. Delivered data-driven feedback and mentoring to improve productivity and customer satisfaction.

Led payment application and debt-processing teams, ensuring accurate and compliant execution of processes.. Achieved and maintained 99.75%+ compliance and low error rates through structured monitoring and workflow optimization.. Implemented a Standard Operating Process and restructured the collections area using root-cause analysis.. Coordinated internal reporting, quality checks, and communication with client stakeholders.

Maintained 100% compliance and consistently met KPI performance targets.. Identified trends in customer interactions and provided feedback for operational improvement.. Documented interaction outcomes in Salesforce CRM accurately and efficiently.