Rafael Pagan
Aguadilla,PR
Summary
Forward-thinking Executive with proven record of accomplishment in Hospitality, Financial and Sales industries with over 20 years of successful experienced career. Driven and ambitious change manager dedicated to continuous business improvement focused on enhancing revenue and streamlining business operations. Diligent in driving profit maximization through multifaced business approaches.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Sr Manager, Customer Care Business Performance
BOLD, LLC
Guaynabo, Puerto Rico
10.2021 - Current
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Delivered strong financial performance despite challenging economic conditions by executing prudent risk management strategies throughout all aspects of business operations.
- Analyzed competitor tactics and reputational standings, using insights gained to inform strategy adjustments as necessary.
- Coordinated strategies to tackle negative feedback or incidents, demonstrating transparency and accountability in addressing concerns from customers or stakeholders.
- Managed crisis situations effectively, mitigating potential damage to the company's image.
- Excellent communication skills, both verbal and written.
Director of Call Center Operations
Capital Vacations`
Myrtle Beach, South Carolina
04.2020 - 04.2021
- Developed quality employees within call center to take over leadership positions by implementing effective coaching/career pathing plans.
- Established and oversaw performance targets for call center associates including, ASA, Abandon %, and other workforce processes.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Determined quality assurance benchmarks and set standards for improvement.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills resulting increase in customer satisfaction scores from 62% to 98% by EOY.
- Drove implementation of Salesforce and software to automate office operations including reporting and web chats.
- Supervised multisite with 150 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
Call Center Operations Manager
Rosen Hotels and Resorts
Orlando, FL
10.2018 - 04.2020
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Established and oversaw performance targets for call center associates.
- Supervised 200 Call Center Specialist and Supervisors in providing excellent customer service to callers requiring assistance for billing, booking and payment issues.
- Collaborated with training team to maintain call center product support and certification training initiatives.
- Created team rotations to man center effectively during peak hours. Call center was open 24 hours.
- Interpreted management directives to define and document administrative staff processes.
Sales and Service Manager
Innovel Solutions
Orlando, FL
10.2014 - 04.2018
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Broadened strategic business plans to promote growth and sales goals while managing 25 Sales Specialists and building long-lasting customer relationships.
- Monitored customer service operations to assess agent performance and provide feedback.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Worked with marketing department to launch and manage promotional activities and campaigns.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
Sales Manager
Universal Nissan and Hyundai
Orlando, FL
06.2013 - 06.2014
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.
- Increased sales volume by taking service guest and converting them to new unit sales.
- Grew retail sales volume in 2013 by 44% through strategic budgeting and product promotion.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Developed and implemented comprehensive salesperson training program.
Financial Center Manager
Advance America
Kissimmee, FL
08.2011 - 05.2013
- Implemented policies to improve efficiency and team performance.
- Built and lead high-performance team focused on achieving sales and service goals.
- Increase New Customers and Customer Retention and on time payments by 56% and increased 5% YoY.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Recruited and hired talent for all operations and service delivery and managed branch offices by mentoring and cross training new leadership as part of succession planning.
- Tracked metrics such as New Customer and Customer Payment Retention to stay up to date on operations.
- Developed strategic plans for day-to-day financial operations.
Call Center Operations Manager
Celebrity Resorts
Orlando, FL
04.2009 - 10.2010
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Increased employee retention by 44% YoY.
- Improved NPS scores by 33% in first 90 days.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Created team rotations to man center effectively during peak hours.
- Interpreted management directives to define and document administrative staff processes.
Quality Control Supervisor
Starwood Hotels and Resorts
Orlando, FL
03.2000 - 04.2009
- Supported audits and led teams to fully investigate quality control processes and root out deficiencies.
- Managed 30 associates including leads and supervisors.
- Supervised and directed quality control personnel through effective mentoring, coaching and work delegation.
- Validated new methods and equipment to properly integrate improved strategies into quality control processes.
- Directed consistent measuring, inspection and testing procedures and tabulated data for detailed reports.
- Trained personnel in proper sampling techniques, testing protocols and finished product inspection and testing strategies.
- Trained workers in different departments in improved procedures designed to enhance quality and eliminate errors.
- Tracked quality issues with external customers, suppliers and internal operations.
Education
High School Diploma -
Central High School
Santurce, Puerto Rico05.1996
Skills
- Process improvements
- Strategic planning and execution
- Operations Oversight
- Staff Management
- Social Media
- Performance Analysis
- Recruitment
- Coaching and mentoring
- Client account management
- Customer service
- Critical thinking
- Relationship building and retention
- Performance metrics analysis
- Targeted marketing
- Policy and procedure development
Certification
- Certified Six Sigma Green Belt, Starwood Hotels and Resorts - 2002
- Sales and Closing Certification, Grant Cardone Industries - 2009
Timeline
Sr Manager, Customer Care Business Performance
BOLD, LLC
10.2021 - Current
Director of Call Center Operations
Capital Vacations`
04.2020 - 04.2021
Call Center Operations Manager
Rosen Hotels and Resorts
10.2018 - 04.2020
Sales and Service Manager
Innovel Solutions
10.2014 - 04.2018
Sales Manager
Universal Nissan and Hyundai
06.2013 - 06.2014
Financial Center Manager
Advance America
08.2011 - 05.2013
Call Center Operations Manager
Celebrity Resorts
04.2009 - 10.2010
Quality Control Supervisor
Starwood Hotels and Resorts
03.2000 - 04.2009
High School Diploma -
Central High School
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