Edwin Flores
Ciudad Delgado
Summary
Detailed-oriented Operational Account Manager with 12 years of Call Center experience. Skilled in Microsoft Office, Customer Service, Sales, Quality Management System, Time Management, Client communication, Strategic planning and Customer/Client Satisfaction. Strong communication with client and strong knowledge in KPI's and Root Cause Analysis. Accomplished in managing high-value projects with efficiency and care. Enthusiastic about pursuing new professional challenges with The Office Gurus.
Overview
12
12
years of professional experience
13
13
years of post-secondary education
1
1
Language
Work History
Operational Account Manager
The Office Gurus
01.2023 - Current
- Streamlined internal processes for better efficiency in account management tasks.
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Reported issues to higher management with great detail.
- Interacted well with clients to build connections and nurture relationships.
- Created and executed strategic plans aimed at increasing profitability while maintaining exceptional customer service standards.
Account Supervisor
The Office Gurus
08.2020 - 01.2023
- Key Performance Indicator owner in charge of several Team Leads and maintaining constant communication with support areas and our clients, performing Action Plans to ensure we are meeting and exceeding expectations based on objectives through effective Staff and Agent development
Team Leader
The Office Gurus
01.2018 - 08.2020
- Responsible for managing a team of representatives
- Coach and develop team members to ensure individual performance and improvement
- Fully understanding of KPI'S and manage them accordingly
Customer Care Agent
The Office Gurus
06.2017 - 12.2017
- Resolved concerns with products and services via phone and email ensuring excellent customer experience and effective management of metrics
Back up Quality Manager
Onelink El Salvador
11.2016 - 01.2017
- In charge of maintaining Quality Strategy and Standards with constant communication with the rest of managers and our Client to meet compliance requirements
Sales Supervisor
Onelink El Salvador
09.2015 - 07.2016
- In charge of several Sales Representatives helping them to reach their daily, weekly and monthly targets and develop areas of opportunity
- Monitored daily sales operations and served as informational and procedural resource to team members
Sales Representative
Onelink El Salvador
03.2015 - 09.2015
- Volaris account: Helping customers with Flight reservations, change of itineraries and cancellations
Customer Sales Representative
Concentrix El Salvador
02.2012 - 03.2015
- Dish Network account: Assisted call-in customers with questions and orders for Satellite TV, internet and Phone services including add-ons
Education
Associate of Science - Quality Management
Universidad Don Bosco
06.2020 - Current
Certified - School of Team Leads
The Office Gurus El Salvador
07.2020 - 05.2020
Certified - School of Supervisors
The Office Gurus El Salvador
02.2020 - 05.2020
Certified - Business Administration And Management
UNIPTEC
06.2018 - 05.2019
Certified - Advanced Microsoft Excel
INSAFORP
03.2018 - 05.2018
Certified - Lean Six Sigma - Yellow Belt
Onelink El Salvador
04.2017 - 05.2017
Certified - Lean Six Sigma - White Belt
Onelink El Salvador
01.2017 - 05.2021
Bachelor of Science - Systems Engineering
Universidad Francisco Gavidia
01.2013 - 05.2016
Udemy
08.2023
Udemy
08.2023
WEBCOMMSERVICE
09.2023
Udemy
09.2023
Udemy
09.2023
Certified - Risk Management FMEA ISO 31000
Udemy
05.2001 -
Udemy
10.2023
Certified - Managers University
The Office Gurus
05.2001 -
Skills
Business Development
Quality assurance
Goals and performance
Staff Management
Operations management
Root cause analysis
Advanced Microsoft Office
Verbal and written communication
Coaching and mentoring
Improvement initiatives
Risk analysis and management
Strategic planning
Data analysis
Strategic Planning
Timeline
Operational Account Manager
The Office Gurus
01.2023 - Current
Account Supervisor
The Office Gurus
08.2020 - 01.2023
Certified - School of Team Leads
The Office Gurus El Salvador
07.2020 - 05.2020
Associate of Science - Quality Management
Universidad Don Bosco
06.2020 - Current
Certified - School of Supervisors
The Office Gurus El Salvador
02.2020 - 05.2020
Certified - Business Administration And Management
UNIPTEC
06.2018 - 05.2019
Certified - Advanced Microsoft Excel
INSAFORP
03.2018 - 05.2018
Team Leader
The Office Gurus
01.2018 - 08.2020
Customer Care Agent
The Office Gurus
06.2017 - 12.2017
Certified - Lean Six Sigma - Yellow Belt
Onelink El Salvador
04.2017 - 05.2017
Certified - Lean Six Sigma - White Belt
Onelink El Salvador
01.2017 - 05.2021
Back up Quality Manager
Onelink El Salvador
11.2016 - 01.2017
Sales Supervisor
Onelink El Salvador
09.2015 - 07.2016
Sales Representative
Onelink El Salvador
03.2015 - 09.2015
Bachelor of Science - Systems Engineering
Universidad Francisco Gavidia
01.2013 - 05.2016
Customer Sales Representative
Concentrix El Salvador
02.2012 - 03.2015
Certified - Risk Management FMEA ISO 31000
Udemy
05.2001 -
Certified - Managers University
The Office Gurus
05.2001 -
Udemy
Udemy
WEBCOMMSERVICE
Udemy
Udemy
Udemy