Rafael Pagan

Lead strategic business performance, operational excellence, customer experience, vendor management, and online reputation initiatives supporting Customer Care and broader business objectives.

Business & Operational Performance
• Lead performance strategy and governance, translating complex operational data into actionable insights, strategic priorities, and executive-level decision support.

• Establish and monitor performance frameworks, KPIs, reporting, forecasting, and operating rhythms to improve accountability and business outcomes.

Operational Excellence & Transformation
• Identify opportunities to improve processes, eliminate inefficiencies, reduce costs, and enhance operational scalability.

• Lead and influence transformational initiatives that align people, processes, technology, and data with evolving business priorities.

Strategic Vendor & Commercial Management
• Own the end-to-end vendor lifecycle, including sourcing, evaluation, acquisition, contract negotiation, renewals, and ongoing vendor relationship management.

• Partner with Legal and cross-functional stakeholders to ensure commercial agreements align with business objectives, operational requirements, risk considerations, and financial goals.

Customer Experience & Voice of the Customer
• Leverage customer insights, behavioral trends, and Voice of the Customer data to influence strategy, service quality, customer loyalty, and operational priorities.

Online Reputation Management
• Lead Online Reputation Management strategy, connecting customer sentiment, digital reputation, operational performance, and brand experience to identify opportunities and mitigate emerging risks.

Cross-Functional & Executive Leadership
• Partner with senior leadership and multidisciplinary teams to align strategy, execution, and organizational priorities.

• Develop high-performing teams and foster a culture of accountability, continuous improvement, analytical thinking, and execution.

Led business performance strategy and operational analytics for Customer Care, translating performance data and customer insights into actionable strategies that improved operational effectiveness and supported business objectives.

• Developed and managed performance frameworks, KPIs, reporting, and analytical processes used to evaluate operational health and identify improvement opportunities.

• Partnered with leadership and cross-functional stakeholders to translate data into strategic recommendations and operational initiatives.

• Drove process improvement and operational excellence initiatives focused on efficiency, service quality, customer experience, and sustainable performance.

• Leveraged Voice of the Customer insights and behavioral trends to identify opportunities to improve customer journeys and service delivery.

• Supported organizational transformation through data-driven decision making, change management, and continuous improvement.

• Developed teams and performance cultures centered on accountability, collaboration, analytical thinking, and measurable results.

• Defined, implemented, and revised operational policies and guidelines.
• Achieved team goals through formalized training plans, coaching, and performance management.
• Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
• Set team and individual KPIs and provided regular, actionable feedback.
• Oversaw day-to-day production activities in accordance with business objectives.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Established and oversaw performance targets for call center associates.
• Determined quality assurance benchmarks and set standards for improvement.

• Determined quality assurance benchmarks and set standards for improvement.
• Established and oversaw performance targets for call center associates.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Developed quality employees within call center to take over leadership positions.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Led daily team meetings to review performance, set targets and motivate staff.

• Followed through with client requests to resolve problems.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Controlled resources and utilized assets to achieve qualitative and quantitative targets.
• Negotiated contracts with outside carriers to minimize costs to company and customers.
• Researched and corrected customer concerns to promote company loyalty.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

• Skilled at working independently and collaboratively in a team environment.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Resolved customer issues quickly to close deals and boost client satisfaction.
• Closed lucrative sales deals using strong negotiation and persuasion skills.
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.

• Trained new and existing staff members in various financial procedures to prepare for job requirements.
• Executed vendor setup and payment, administration of bank accounts and account reconciliations.
• Created organizational structures to improve accounting and finance functions.
• Supported operations management, sales, and marketing efforts to increase revenue and overall financial health.
• Prepared monthly reconciliation of bank accounts and took corrective actions on deviations.
• Processed invoices and contacted appropriate parties for timely payment receipt.
• Reviewed documentation and identified financial discrepancies where applicable.

• Managed and archived quality documentation and participated in internal and external quality audits.
• Collaborated with development teams, internal customers, and product line management to verify delivery of desired quality requirements to distributors.
• Provided observations, took measurements, and performed tests at various stages according to quality control plan.
• Developed and deployed production control plans and created work instructions and procedures.
• Updated quality control standards, methods, and procedures to meet compliance requirements.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.