Mario - Operations Manager – Customer Service, Retention & Sales

Demonstrated experience with KPI Management.

Demonstrated experience with CSAT Improvement.

Demonstrated experience with Revenue Retention.

Demonstrated experience with Workforce Optimization.

Demonstrated experience with Cross-Functional Leadership.

Lead end-to-end call center operations for Customer Service, Retention, and Sales programs supporting U.S.-based clients. Manage 60–120 agents through 12–15 supervisors and team leads across multiple campaigns. Own and drive performance across core KPIs, including CSAT (60–70%), retention rate (40–50%), conversion rate, AHT, and QA scores. Increased customer retention by ~45% through targeted coaching strategies, performance management, and process improvements. Supported revenue generation and protection efforts, contributing to an estimated $150K+ in monthly revenue impact. Partner closely with clients to manage scope changes, SLA adjustments, and shifting deadlines while maintaining operational stability. Reduced customer escalations and repeat contacts by 12% through root-cause analysis and corrective action planning. Oversee hiring, onboarding, training, performance reviews, and corrective action plans (PIPs) for frontline and leadership teams. Act as the senior escalation point for operational, client, and performance-related issues, ensuring timely resolution and client confidence

Processed high-volume medical records requests with strict compliance and accuracy requirements. Maintained turnaround time SLAs while coordinating with healthcare providers and legal teams

Supervised daily call center operations for sales and customer service campaigns. Led performance coaching, schedule adherence, and KPI reviews for frontline teams. Supported workforce planning and quality assurance initiatives

Directed day-to-day operations across multiple business functions, client programs, and internal teams in a fast-paced international environment.. Supported senior leadership with operational planning, performance reporting, business priorities, issue resolution, and execution of strategic initiatives.. Managed competing priorities across supervisors, team leaders, employees, clients, and internal stakeholders while ensuring timely follow-up and accountability.. Coordinated hiring, candidate evaluation, onboarding, training, performance management, and leadership development activities.. Supported recruiting processes by identifying staffing needs, participating in candidate evaluations, coordinating onboarding, and ensuring new employees were prepared for production.. Monitored operational data and key performance indicators to identify trends, risks, performance gaps, and opportunities for improvement.. Prepared and reviewed operational information for leadership meetings, including performance results, staffing needs, business challenges, and recommended action items.. Maintained organized operational records and ensured critical information was accurately documented and communicated across departments.. Followed up on outstanding operational issues and action items to ensure commitments were completed and escalations were addressed proactively.. Collaborated with clients and internal stakeholders on business requirements, performance reviews, operational updates, and issue resolution.. Supported revenue growth and customer retention initiatives contributing to more than $150,000 in monthly revenue.. Reduced customer escalations by approximately 12% through root-cause analysis, process improvements, and proactive issue management.. Oversaw performance reporting, quality assurance, workforce planning, and operational documentation across multiple teams.. Served as a senior point of contact for business-critical escalations, ensuring issues were investigated, assigned, tracked, and resolved.. Managed confidential business and employee information with discretion and professional judgment.