Francisco José Castro Rojas
Operations Manager
Nindiri,Masaya
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Dedicated manager with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Operations Manager
Accedo Technologies
Ticuantepe, Managua
01.2022 - Current
- Management of daily operations and production metrics for the program such as AHT, QA, login hours, attrition
- Managed cluster of Supervisors (2 supervisors with up to 16 agents each in their hierarchy)
- Analyze data and work with our KPI to understand trends and develop different ways to ensure all goals are exceeded
- Designed a successful plan to control attrition at agent/staff level
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Prepared annual budgets with controls to prevent overages.
- Identified procedure or process changes required to improve performance and productivity.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
Operations Manager - Seasonal Campaign
Accedo
Ticuantepe, Managua
11.2021 - 12.2021
- Coached and evaluated team’s performance
- Monitored communication and provided feedback to agents
- Created Reports to track chat metrics and target any trend
- Develop internal process for team productivity and efficiency.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Identified procedure or process changes required to improve performance and productivity.
- Developed systems to track and log work issues.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Team Leader in Legal Campaign
Accedo
Ticuantepe, Managua
04.2019 - 11.2021
- Management of daily operations and production metrics for the program such as AHT, QA, CSAT, login hours, absenteeism, etc
- Managed cluster of Supervisors (7 supervisors with up to 15 agents each in their hierarchy)
- Analyze data and work with our KPI to understand trends and develop different ways to improve numbers
- Created Reports to track metrics and target any trend
- Developed new talent (new supervisors) to ensure they perform at par.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained energy and enthusiasm in fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
Legal Assistant
Accedo
Ticuantepe, Managua
10.2018 - 04.2019
- Support lawyers with various tasks, including conducting legal research, drafting and reviewing documents, communicating with clients, preparing hearings, trials, and meetings, and organizing and maintaining files
- Achieved productivity standards while maintaining a high level of professionalism and conducts expected by our client
- Managed accounts and client records of clients, observing confidentiality and extreme discretion.
- Completed document revisions, court document filings, travel arrangements and client billing.
- Scheduled appointments, court appearances and depositions for busy law firm.
- Worked alongside attorneys, administrative assistants and fellow legal assistants on complex cases and legal processes.
Operations Manager
Accedo
Ticuantepe, Masaya
10.2017 - 10.2018
- Management of daily operations and production metrics for the program such as AHT, QA, NPS, GSAT, attrition, absenteeism, etc
- Managed cluster of Supervisors (4 chat supervisors with up to 20 agents each; and 10 voice supervisors with up to 22 agents each in their hierarchy)
- Manage direct client communication on a daily basis to report Metric scores and provide feedback on how to improve our current processes and maintain a healthy and fun work environment for the agents and supervisors
- Analyze data and work with our BI to understand trends and develop different ways to improve numbers
- Meet with senior management to build and show-case our performance on a
- Monthly and Quarterly basis
- Analyze and improve organizational processes, and work to improve quality, productivity, and efficiency.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Chat Team Leader
Accedo
Ticuantepe, Masaya
12.2016 - 10.2017
- Started new LOB (chat) in customer service campaign
- Coach and evaluate the team's performance
- Monitor chats and provide feedback to agents
- Manage schedules and improvement plans for low performers
- Provide training and refreshers on site for internal process
- Created Reports to track chat agents metrics and target any trend
- Develop Chat process such as (Script, Grammar techniques, multitasking with more than two chats at the time.
- Used coordination and planning skills to achieve results according to schedule.
E-mail Team Leader
Accedo
Ticuantepe, Managua
01.2014 - 12.2016
- Coached and evaluated team’s performance
- Monitored emails, and provided feedback to agents
- Created Reports to track agents’ metrics and target any trend.
- Drove operational improvements which resulted in savings and improved profit margins.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Led projects and analyzed data to identify opportunities for improvement.
- Exceeded goals through effective task prioritization and great work ethic.
Customer Service Representative
Accedo
Ticuantepe, Managua
10.2012 - 01.2014
- Interacted with customers via inbound telephone calls to provide information and assistance
- Achieved productivity standards while maintaining a high level of customer service.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Team Leader in Tech Campaign
Sitel
Managua, Managua
08.2009 - 11.2010
- Coached and evaluated team’s performance
- Monitored calls provided feedback to agents
- Provide training and refreshers on site for internal process
- Created reports to track agents’ metrics and target any trend.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Carried out day-to-day duties accurately and efficiently.
- Participated in team-building activities to enhance working relationships.
- Used Microsoft Word and other software tools to create documents and other communications.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Technical Support Advisor
Sitel
Managua, Managua
01.2009 - 08.2009
- Interacted with customers via phone, chat and email to provide information and assistance
- Achieved productivity standards while maintaining a high level of customer service and success rate
- Mentor Lead, working hand by hand with training department with new clusters entering production.
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
- Served as primary point of contact for triaging technical issues.
Education
Bachelor of Science - Engineering Mechanics
Universidad Nacional De Ingeniería (RUPAC)
Managua, MN 05.2001 -
High School Diploma -
Instituto Pedagógico La Salle
Managua, MN 05.2001 -
Skills
Works well under pressureExceptional interpersonal skillsProficient at Office programsCompetitive but also a team player
Financial Management
Strategic planning
Expense reports
Customer relations specialist
Negotiation
Data analysis
Business planning
Report generation
Project Management
Project planning and development
Budgeting
Staff Management
Operations management
Complex problems analysis
Vendor sourcing
Timeline
Operations Manager
Accedo Technologies
01.2022 - Current
Operations Manager - Seasonal Campaign
Accedo
11.2021 - 12.2021
Team Leader in Legal Campaign
Accedo
04.2019 - 11.2021
Legal Assistant
Accedo
10.2018 - 04.2019
Operations Manager
Accedo
10.2017 - 10.2018
Chat Team Leader
Accedo
12.2016 - 10.2017
E-mail Team Leader
Accedo
01.2014 - 12.2016
Customer Service Representative
Accedo
10.2012 - 01.2014
Team Leader in Tech Campaign
Sitel
08.2009 - 11.2010
Technical Support Advisor
Sitel
01.2009 - 08.2009
Bachelor of Science - Engineering Mechanics
Universidad Nacional De Ingeniería (RUPAC)
05.2001 -
High School Diploma -
Instituto Pedagógico La Salle
05.2001 -