Customer Service Operations Leader with KPI Focus

Jesse Mendoza

Customer Service Operations Manager

**********@*****.*** • 817-***-****

LinkedIn URL • Arlington, TX Zip Code

Accomplished and results-driven professional with progressive experience overseeing high-volume call centers, supervising cross-functional teams, and optimizing service delivery operations. Proven expertise in driving KPI attainment, reducing resolution times, and enhancing customer satisfaction across multi-site operations. Adept at implementing data-driven strategies to streamline performance reporting and elevate agent productivity. Skilled in coaching and mentoring frontline teams to support professional development and career progression. Track record of managing escalations, improving workflow efficiency, and enforcing compliance with regulatory standards, including HIPAA. Strong command of workforce planning, quality assurance, and customer engagement best practices. Bilingual in English and Spanish, with a commitment to operational excellence and service innovation.

Areas of Expertise

Call Center Operations

Customer Experience Management

Team Leadership & Staff Development

Training & Onboarding

Performance Management & KPI Monitoring

Workflow Optimization

Workforce Scheduling & HR Coordination

Escalation & Issue Resolution

Bilingual Customer Support

Regulatory Compliance

Data Reporting & Analytics

Cross-Functional Collaboration

Professional Experience

Caliber Collision, Lewisville, TX 2024 – Present

Customer Service Supervisor

Enhance data accuracy and reporting capabilities by maintaining a centralized call center database and producing timely analytics on call volume, appointments, and conversion metrics. Accelerate team readiness for advancement by delivering targeted mentorship and personalized development planning.

●Increased team performance and operational efficiency by leading a contact center of 20+ representatives, driving hiring, performance coaching, and metric-based development strategies.

●Improved customer satisfaction and issue resolution time by identifying client requirements and implementing alternative solutions through detailed research and analysis.

●Executed strategic judgment to independently resolve complex issues with broad decision-making authority.

●Ensured seamless call routing and information flow by handling escalated calls, gathering detailed input, and directing inquiries to appropriate personnel.

GenPact; Marcus – Richardson, Dallas, TX 2021 – 2024

Customer Service Supervisor

Accelerated training effectiveness by leading nesting-period support and delivering hands-on coaching aligned with procedural standards. Streamlined HR processes by managing payroll, scheduling PTO, and assisting new hires with insurance paperwork and benefits enrollment.

●Boosted agent performance and onboarding success by supervising 10–16 agents, guiding them through Genpact’s call flow, key talking points, and operational expectations.

●Improved KPI attainment and accountability by clearly communicating monthly expectations and reviewing individual scorecards, including adherence, ACW time, attendance, and overall metrics.

●Elevated customer satisfaction by resolving escalation calls with professionalism and a customer-first approach.

Cornerstone Temp Agency – American Specialty Health, Fort Worth, TX 2020 – 2021

Customer Service Supervisor

Strengthened client retention and operational efficiency by resolving billing concerns, processing payment extensions, and restoring customer trust through effective problem resolution. Increased service responsiveness by managing a high volume of insurance-related inbound calls, identifying client needs, and aligning them with appropriate products and solutions.

●Improved policy compliance and customer satisfaction by directing resolution procedures for all customer relations issues and ensuring adherence to HIPAA regulations in policy review.

●Supported business continuity and customer engagement by handling insurance company communications, preparing premium finance agreements, and distributing renewal quotes to clients.

MV Transport, City Bus, Austin, TX Feb 2020 – July 2020

Dispatcher/Operator

Improved coordination and response time by dispatching drivers for athletic events, field trips, and home-to-school routes, while managing driver shortages and emergency situations. Ensured accurate record-keeping and compliance by processing maintenance logs, driver records, and maintaining detailed files of all transportation operations.

●Optimized route efficiency and transportation service delivery by scheduling daily bus routes, organizing trip manifests, and analyzing route performance for integrity and timeliness.

●Enhanced communication and operational control by responding to service calls and relaying information via two-way radio, telephone, and written instructions.

●Maintained operational integrity by strictly adhering to usage protocols for computers and mobile devices.

Corix Utilities Inc., Water Co., Austin, TX 2018 – 2019

Call Center Supervisor

Improved response accuracy and turnaround time by authoring reports related to work orders, invoices, and shipments. Elevated agent performance and accountability through consistent coaching, performance monitoring, and implementation of corrective action plans. Recognized for consistently meeting weekly goals and deadlines through structured workflow management.

●Strengthened multi-site operations by directly overseeing call center activities across two facilities in Texas and Arizona, while supporting four additional centers in Alabama, Louisiana, Georgia, and Arizona.

●Enhanced cross-functional collaboration and service quality by coordinating with field personnel to manage customer inquiries via phone, fax, and email.

●Improved customer satisfaction through sensitivity training and service enhancements for frontline agents.

Elevate Finance Center, Fort Worth, TX 2014 – 2018

Workforce Management

Accelerated onboarding timelines and compliance by ensuring new hires met licensing, security software access, and authorization requirements. Drove market expansion during organizational transition to public limited status by designing and executing targeted export strategies. Optimized acquisition outcomes by conducting cost estimate analyses, configuring performance metrics, and monitoring operational stability.

●Increased operational efficiency and reporting accuracy by orchestrating call volume tracking and report generation across call centers in U.S. and Canada.

●Enhanced service and productivity by enforcing quality controls and assessing team performance.

●Advised leadership on high-impact management issues, providing actionable insights to support strategic decisions.

●Expedited ticket and correspondence processing by systemizing analytical reporting workflows under tight deadlines.

●Streamlined workforce operations by organizing five call center rosters, managing employee requests, and tracking attendance and performance data.

Additional Experience

Customer Service Lead Think Finance, Fort Worth, TX

Bilingual Telephone Banker Manhattan Chase Bank, Arlington, TX

Client Service Supervisor Expedia.com/Hotels.com, Arlington, TX

Senior Collection Associate AmeriCredit Corporation, Arlington, TX

Education

Irving High School El Paso, TX

Technical Proficiencies

Office & Productivity Tools Microsoft Office SharePoint

Customer Interaction & Call Center Software 13 Interaction Client Ware Observe AI

Workflow & Change Management Tools Optimizer Change Gear software

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