Education

2016

2014

2011

Experience

05/2017 - 10/2019

TruClear Global, Inc. - Director of Customer Operations

  • Established customer support and Network Operations Center (NOC)
  • Created customer support KPIs, dialogs, and established phone and web infrastructure
  • Created NOC troubleshooting and escalation processes in a Linux environment
  • Served as internal project manager for high value contracts from conception to turnover
  • Brought cross functional teams (local/remote) together to meet timelines for client projects
  • Trained local and international customer support teams on propriety systems
  • Managed custom product manufacturing of LED display units
  • Scaled operational department and processes in a tech start-up environment
  • Oversaw manufacturing, shipping, logistics, customs import/export, and supply chain
  • Created budget proposals, cost-benefit analysis and cost estimations for client projects
  • Collaborated with sales team on sales presentations and technical specifications of products
  • Visited installation sites to survey installation site and discuss client requirements
  • Monitored and approved invoices for client projects

02/2015 - 05/2017

Dish Network - Operations Manager

  • Managed day-to-day operations and maintain facility
  • Ensured warehouse is properly accounting for over $350,000 of equipment monthly
  • Conducted audits on warehouse equipment, hazardous material compliance and safety
  • Reviewed performance metrics and create strategies based on trending performance
  • Directed employee performance to ensure goals are achieved
  • Lead field management team on performance management
  • Trained technicians and managers on policies, procedures, and safety requirements weekly
  • Coordinated maintenance on fleet vehicles and equipment
  • Operated within the cost budgets of various accounts exceeding $400,000 monthly

09/2013 - 02/2015

Dish Network - Field Services Manager

  • Managed field technicians to ensure key metrics are above standards
  • Counseled technicians on performance, installations, and customer service
  • Reviewed and approve timecards on a bi-weekly basis
  • Supported new technicians through training and development
  • Conducted on-site inspections to evaluate and coach technicians
  • Ensured periodic inspections were completed to prevent safety incidents (OSHA compliance)
  • Addressed escalated customer and/or employee issues

Languages

Spanish

Fluent

Professional Proficiencies

Software Proficiencies

Programming Languages/Web Development