Summary
Overview
Languages
Work History
Certification
Education
Skills
AdministrativeAssistant
Rafael Pagan

Rafael Pagan

Results-Driven Executive Strategist
Aguadilla,PR

Summary

Welcome to my BOLD.Pro profile!

  • With over two decades of global leadership experience in customer experience (CX), operations, sales, and contact center management, I specialize in driving operational excellence and transformational growth. My proven expertise in process re-engineering, team development, and product innovation enables organizations to achieve scalable success and exceed performance metrics.
  • I thrive on aligning operational, financial, and quality goals through data-driven strategies that enhance customer satisfaction and boost efficiency. As an advocate for digital transformation and continuous improvement, I lead initiatives that streamline processes, reduce costs, and empower teams to deliver exceptional results.
  • Building strong client relationships and fostering stakeholder engagement are at the core of my leadership style, consistently contributing to business growth and long-term success.

Let’s connect to explore how we can collaborate on driving performance, improving CX, and delivering strategic outcomes.

Overview

26
26
years of professional experience
2
2

Languages

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)

Work History

Senior Customer Care Manager

BOLD, LLC
Guaynabo, Puerto Rico
10.2021 - Current
  • Supervised daily business, vendor, and other operations and retention functions to maximize revenue, customer satisfaction, and employee productivity.
  • Defined, implemented, and revised operational policies and guidelines.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Achieved team goals through formalized training plans, coaching, and performance management.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

Director of Owner Services Operations

Capital Vacations
Myrtle Beach, SC
10.2019 - 03.2021
  • 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.

Call Center Operations Manager

Rosen Hotels and Resorts
Orlando, Fl
2018.10 - 2019.04
  • 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.

Sales and Service Manager

Innovel Solutions, Inc.
Winter Park, Fl
2014.03 - 2018.10
  • 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.

VIP Sales Manager

Universal Hyundai of Orlando
Orlando, FL
06.2012 - 03.2014
  • 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.

Center Finance Manager

Advance America
Kissimmee, Fl
2009.Apr - 2013.May
  • 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.

Quality Control and Call Center Operations Manager

Starwood Hotels and Resorts
Orlando, Fl
1997.Mar - 2009.Oct
  • 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.

Certification

Six Sigma Green Belt

Education

High School Diploma -

Central High School
Santurce, PR

Six Sigma Green Belt - Operation Efficiency

General Electric
Orlando, Florida

Sales Strategies Management - Sales

Cardone Institute
Orlando, Fl

Skills

  • Project Management
  • Customer Service
  • Six Sigma Processes
  • Motivational Leadership
  • Operational Efficiency
  • Guest Relations
  • Strategic Vision
  • Recruitment Strategizing
  • Leadership Training
  • Lean Methodology
  • Process and Performance Improvement
  • Culture Transformation
  • Brand Awareness
  • Team Goals
  • Operational Efficiency and Safety
  • Atlassian JIRA
  • Quality Assurance
  • Business Management
  • Operational Standards
  • Performance Analysis
  • Current Trends
  • Continuous Quality Improvement (CQI)
  • Budgetary Reviews
  • Personnel Scheduling
  • Organizational Leadership
  • Employee Performance Reviews
  • Process Improvement
  • Operational Excellence
  • Develop Policies
  • Directing Team Members
  • Operations Oversight
  • P&L Administration
  • Social Media Platforms

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Rafael PaganResults-Driven Executive Strategist