Customer Service Operations Manager

RAUL DUENAS

BIOMEDICAL ENGINEER OPERATIONS & CUSTOMER SERVICE MANAGEMENT

Lake St. Louis, Missouri 636-***-**** **********@*****.*** PROFESSIONAL SUMMARY

Dynamic and results-driven Biomedical Engineer with extensive experience in operations management, sales, and business development. Adept at leading high-performing teams, optimizing processes, and implementing strategic initiatives to drive growth and efficiency. A proactive problem-solver with a strong analytical mindset, skilled in stakeholder engagement, KPI monitoring, and cross-functional collaboration. Passionate about enhancing productivity, customer satisfaction, and business expansion through innovative solutions and leadership excellence.

CORE COMPETENCIES

- Operations & Customer Service Management

- Process Optimization & KPI Monitoring

- Team Leadership & Talent Development

- Client Relations & Account Growth

- Strategic Planning & Execution

- Problem-Solving & Decision Making

PROFESSIONAL EXPERIENCE

BRIGHTSKY GROUP OF SERVICES February 2022 - Present Regional Operations Manager - Midwest

- Oversee key accounts, ensuring business growth and operational efficiency across the Midwest.

- Recruit, train, and manage employees to uphold service quality and performance standards.

- Administer HR functions, including payroll management and compliance.

- Cultivate strong client relationships and identify opportunities for expansion.

- Collaborate with internal teams to streamline operations and minimize inefficiencies. CREAMOS TALENTOS LTDA August 2013 - November 2019 Operations Manager

- Spearheaded daily operations, ensuring alignment with business objectives and efficiency goals.

- Designed and implemented employee training programs for skill enhancement and growth.

- Developed and maintained client relationships to drive service excellence and retention. PROYECTOS COMPARTIDOS LTDA March 2012 - June 2013 Sales Manager

- Led sales strategies to achieve revenue targets and increase market penetration.

- Trained and mentored the sales team to enhance performance and productivity.

- Developed innovative sales approaches to drive customer engagement and retention. BIOTECKMECO February 2006 - February 2012

General Manager

- Developed and executed strategic marketing and sales plans to drive business growth.

- Led process improvement initiatives, optimizing workflows for enhanced efficiency.

- Oversaw business development efforts, expanding market reach and customer base. XEROX-XERCOM COLOMBIA LTDA. May 2004 - January 2006 Sales Manager

- Led sales operations, achieving and exceeding company targets.

- Implemented training programs to boost salesforce effectiveness and efficiency. SERBIOMEDICA January 1998 - December 2003

Sales Manager

- Managed sales of biomedical equipment to hospitals and healthcare providers.

- Established key relationships with clients, fostering business growth and repeat sales. EDUCATION & CERTIFICATIONS

- Biomedical Engineering - Manuela Beltrán University, 2002 Bogotá, Colombia

- Specialization in Hospital Administration - University EAN, 2005 Bogotá, Colombia

- Coaching in Personal & Professional Leadership - Dr. Camilo Cruz, 2010

- Document Management Specialist Certification - Xerox, 2006 LANGUAGES

- English - C1 (Advanced Proficiency)

- Spanish - Native

TECHNICAL SKILLS

- Process Improvement & Quality Control

- Microsoft Office Suite & CRM Software

- Data Analysis & Reporting

PROFESSIONAL DEVELOPMENT & TRAINING

- 7th International Seminar-Workshop on Biomedical Engineering - Manuela Beltrán University

- International Seminar on Rehabilitation Engineering - Antonio Nariño University

- Specialized courses on Medical-Hospital Technology, Design of Biomedical Instruments, and Hospital Technological Management

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