Anthony Estrella

Experience

• 

  ITESA

  Aug 2009 - Sept 2009

  Diseñador en Cad y Operador máquinas herramientas- CNC
• 

  Xerox

  Apr 2011 - Jan 2017

  Production Supervisor
• 

  Sprint

  Dec 2013 - Aug 2022

  General Scope:•Adapts departmental plans and priorities to address resource and operational challenges•Requires in-depth knowledge and experience•Decisions are guided by policies, procedures and business plan; receives guidance from manager•Generally domestic accountabilityPrimary Responsibilities:•Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.•Establishes and implements performance and service standards.•Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.•Ensures productivity meets or exceeds service and quality standards.•Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching•Provides guidance, leadership and motivation to promote maximum performance•Assesses and evaluates current team competencies to develop a baseline of service opportunities. Assists in training new employees and ensuring ongoing training is effective.•Measures service levels and tracking systems for program improvement.•Analyzes and resolves customer service escalations•Administers company personnel policies in all areas and follows company staffing standards and training recommendations.•Maintains adherence in areas such as attendance, punctuality, use of time-off, etc. Show less Scope:General:•Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety issues•Sets priorities for team to ensure task completion; coordinates work activities with other supervisors•Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills•Typically a graduate, although may have progressed into the role via equivalent business experience that provide knowledge and exposure to fundamental, theories, principles, and concepts•Decisions are guided by policies, procedures and business plan; receives guidance and oversight from managerPrimary Responsibilities:•Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.•Establishes and implements performance and service standards.•Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.•Ensures productivity meets or exceeds service and quality standards.•Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching•Provides guidance, leadership and motivation to promote maximum performance•Assesses and evaluates current team competencies to develop a baseline of service opportunities. Assists in training new employees and ensuring ongoing training is effective.•Measures service levels and tracking systems for program improvement.•Analyzes and resolves customer service escalations•Administers company personnel policies in all areas and follows company staffing standards and training recommendations.•Maintains adherence in areas such as attendance, punctuality, use of time-off, etc. Show less

  • Technical Support / Customer Care Manager

    Jan 2018 - Aug 2022

  • Technical Support / Customer Care Supervisor

    Dec 2013 - Oct 2018
• 

  Conduent

  Jan 2017 - Feb 2019

  General Scope:•Adapts departmental plans and priorities to address resource and operational challenges•Requires in-depth knowledge and experience•Decisions are guided by policies, procedures and business plan; receives guidance from manager•Generally domestic accountabilityPrimary Responsibilities:•Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.•Establishes and implements performance and service standards.•Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.•Ensures productivity meets or exceeds service and quality standards.•Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching•Provides guidance, leadership and motivation to promote maximum performance•Assesses and evaluates current team competencies to develop a baseline of service opportunities. Assists in training new employees and ensuring ongoing training is effective.•Measures service levels and tracking systems for program improvement.•Analyzes and resolves customer service escalations•Administers company personnel policies in all areas and follows company staffing standards and training recommendations.•Maintains adherence in areas such as attendance, punctuality, use of time-off, etc. Show less

  • Site Operations Manager

    Oct 2018 - Feb 2019

  • Production Supervisor

    Jan 2017 - Oct 2018
• 

  Continuum Global Solutions

  Feb 2019 - Sept 2022

  Operations Manager

  General Scope:•Adapts departmental plans and priorities to address resource and operational challenges•Requires in-depth knowledge and experience•Decisions are guided by policies, procedures and business plan; receives guidance from manager•Generally domestic accountabilityPrimary Responsibilities:•Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.•Establishes and implements performance and service standards.•Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.•Ensures productivity meets or exceeds service and quality standards.•Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching•Provides guidance, leadership and motivation to promote maximum performance•Assesses and evaluates current team competencies to develop a baseline of service opportunities. Assists in training new employees and ensuring ongoing training is effective.•Measures service levels and tracking systems for program improvement.•Analyzes and resolves customer service escalations•Administers company personnel policies in all areas and follows company staffing standards and training recommendations.•Maintains adherence in areas such as attendance, punctuality, use of time-off, etc. Show less

• 

  Teleperformance

  Oct 2022 - Mar 2023

  Account Manager

  Responsibilities:• Manage & Drive day-to-day Revenue and Cost accountability for allocated programs. • Day-to-day management of the Client-Teleperformance relationship.• Develop and maintain broad relationships with key stakeholders, developing a strong understanding and alignment with their respective focus areas, value drivers and strategic priorities.• Manage client expectations and provide feedback.• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.•Attend internal weekly, monthly, and quarterly business reviews, building a cohesive client relationship. Show less

• 

  Alorica

  Mar 2023 - now

  Senior Operations Manager

  A BRIEF OVERVIEWPerforms extensive levels of managing operational performance against client requirements. Responsible for influencing departmental strategy and managing the daily operations of the department business area by implementing required systems, procedures, and programs to consistently meet Alorica standards for quality, productivity, profitability and Client satisfaction.DAY-TO-DAY*Oversees performance and quality standard reviews to ensure outcomes meet client expectations. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees.*Troubleshoots and creates action plans to quickly and effectively address problems. Identifies process improvement opportunities to drive operational efficiencies operation.*Monitors all key metrics in support of meeting/exceeding initiative objectives. *Regular supervision is exercised over Team Managers, Senior Team Managers, or Operations Managers.*Management of Client-Alorica relationship. Show less