Richard Alaniz

Manager of Operations

.

Phone Number 956-***-****

Email ad00v4@r.postjobfree.com

Address Colorado Springs, CO 80918

Detailed administrative service professional with proven track record for over 23 yrs of efficiently managing teams of office and administrative workers and ensuring productivity and accuracy of work. Expertise in training and developing team members, problem solving, and providing quality assurance. Outstanding ability to manage multiple tasks and prioritize work efficiently. Adept at working closely with all levels of management to ensure smooth operations.

EXPERIENCE

Medicare Sales Agent/Clinical Admin Coordinator

UHG (UnitedHealth Group)/Optum, Colorado Springs, CO

Mar 2023 - Present

●Assisting prospective members, identify the type of assistance and info the member needs with the goal to convert the caller to a qualified lead and sale.

●Navigate multiple computer systems to document member info while maintaining active listening and engagement with members & demonstrate knowledge of the product portfolio.

●Meet the goals established for the position in the areas of performance, attendance and consumer experience and maintain requirements for agent licensure, appointments, and annual product certification.

Card Customer Service Advisor

US Bank, Colorado Springs, CO

Apr 2023 - Aug 2023

●Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy

●Excelled to exceed call center metrics by providing excellent consistent customer service by listening carefully to the needs of each individual customer before offering appropriate solutions.

Assistant Manager - Finance & Operations

One Main Financial, Colorado Springs, CO

Nov 2022 - Mar 2023

●Responsibility to lead the branch in the Branch Managers Absence as well have a responsibility for team growth as we are seen to be in a growth role for future Branch leadership.

●Applied knowledge of business and marketplace to advance organization's goals.

●Interacted with finance controllers and company executives to support decision-making processes.

License: Colorado Division of Insurance- License # 778631

Cust Service Rep

Charter Communications, Colorado Springs, CO

Aug 2022 - Nov 2022

●Exceeding sales/metric goals by educating customers about service options and upselling to increase the value of their investment

●Maintained customer records, ensuring data accuracy and confidentiality at all times.

Manager Of Operations

T-Mobile USA, Colorado Springs, CO

Jul 2003 - Feb 2021

●Promoted to Team of Experts Manager that leads/develops a team of 4 coaches, 50 experts, a CRE, & SLC to care for a single customer base in West LA and the liaison between global partners,retail & customer service. I am responsible for ensuring that the customer base meets objectives for profitability, efficiency, and resolution. We use a P&L model to manage productivity, efficiency & revenue.

●More than that, I align the customer experience across all four teams and shifts. Seated in the super-pod along with their teams, a role model for how to coach, develop, lead, and motivate the team.

●They provide a critical link for the team to the engineering, retail, and other groups also supporting the same group of customers. Perform real-time analysis on business data and set direction for the team, aligned with the site and business goals. Managers are actively engaged with the front line and have the opportunity to directly influence the results of their teams and their customer base.

Coach March 2006 - May 2017

●Lead a team of 15-19 employees in daily call center operations. Collaborate with the Manager to create strategic plans to enhance customer satisfaction.

●Develop employees with the tools to maintain and increase service levels to both internal/external customers. Gather, analyze, and report daily/weekly/monthly service statistics.

Mission, Tx — Snr Rep July 2003 - March 2006

●Dedicated to provide top-notch personable and professional service to both internal and external customers. Respond to concerns, and alleviated delicate situations with professionalism and sensitivity.

●Assisted Coach in creating and updating training materials. Prepared weekly, daily, & monthly reports for Coach to identify behaviors by trend analysis.

Assistant Store Manager

Pizza Hut, Weslaco, Tx

Jul 1999 - Apr 2003

●Lead a team of 20 – 35 employees while interacting with customers to identify & address concerns, escalations, and build customer satisfaction and loyalty.

●Assisted Store manager with scheduling, inventory, interviewing, money management, training, health code procedures, inspections, employee & customer satisfaction.

EDUCATION

High School Diploma

Science Academy Of South Texas, Mercedes, Tx

Aug 1999

Business and Communication

DeVry University, Colorado Springs

SKILLS

●Identify customer/employee needs and present company offerings proficiently.

●Develop leaders through meaningful career and professional development.

●Design and implement reporting procedures that improve revenue and customer/employee satisfaction.

●Proficient in Microsoft Office.

●Communicate business strategies, expectations, and challenges.

●Build relationships with leaders in engineering, retail, and other departments.

CERTIFICATIONS

●License: Colorado Division of Insurance- License # 778631.5

AWARDS

●T-Mobile Winner Circle 2017 (Top 3% in Nation)

●T-Mobile Winner Circle 2011 - 2016 (Top 3% local)

●T-Mobile Winner Circle 2004 - 2006 (Top 3% local & Nation)

●Peak Winner for T-Mobile ‘04 (Highest recognition & award)

ADDITIONAL INFORMATION

●Launch Service Partner in NC — May 2005

●TCC Training Lead — in 2004 Onboarded & led a team of New Hires before moving to operations (Led 8 teams) & partnered with leadership as well as L&D

●Pioneered New Business Model in 2015 - Team of Experts (P&L)

WEB: LinkedIN: https://www.linkedin.com/in/richard-alaniz-789b20211

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