Customer Service Training & Operations Leader
Resume:
Gerardo Abaunza
Customer Service Training & Operations Leader
Hoffman Estates, IL
**********@***.***
PROFESSIONAL SUMMARY
Results-driven Customer Service Training and Operations Leader with more than 25 years of experience leading customer service excellence, employee development, and operational performance within global organizations. Proven success training and mentoring more than 2,000 employees across the United States, India, and the Philippines while developing training initiatives aligned with business objectives. Extensive experience in curriculum development, onboarding, coaching, customer experience, quality assurance, process improvement, and cross-functional collaboration. Recognized for building high-performing teams and creating engaging learning experiences that improve employee performance and customer satisfaction.
CORE COMPETENCIES
Customer Service Leadership
Learning & Development
Training Program Development
Curriculum Design
Employee Coaching & Mentoring
New Hire Onboarding
Customer Experience (CX)
Call Center Operations
Quality Assurance
Performance Management
Process Improvement
Standard Operating Procedures (SOPs)
Adult Learning Principles
Team Leadership
Cross-Functional Collaboration
Conflict Resolution
International Training
Change Management
Customer Relationship Management (CRM)
Microsoft Office Suite
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Microsoft Outlook
Microsoft SharePoint
Oracle PeopleSoft
Microsoft Dynamics GP
Amazon Web Services (AWS)
Google Workspace
PROFESSIONAL EXPERIENCE
JPMorgan Chase
Fraud Specialist March 2025 – Present
Investigate fraudulent activity and analyze customer account risk to minimize financial loss.
Review transactions and identify fraud trends while maintaining compliance with company policies and regulatory requirements.
Maintain data integrity within enterprise risk management systems.
Collaborate with cross-functional teams to resolve complex customer issues while protecting customer accounts.
Utilize Microsoft Excel, Oracle PeopleSoft, Microsoft Dynamics GP, SharePoint, AWS, and enterprise reporting tools to support investigations and decision-making.
United Airlines
Customer Service Lead / Training Leader January 1999 – June 2024
Trained, coached, and mentored more than 2,000 customer service professionals across the United States, India, and the Philippines.
Developed and implemented customer service training programs that supported operational goals and organizational objectives.
Designed and delivered instructor-led training, onboarding programs, coaching sessions, and operational workshops for new and existing employees.
Created training materials, job aids, process documentation, and standard operating procedures to ensure consistent service delivery.
Partnered with leadership to identify performance gaps and implement targeted learning solutions that improved employee performance.
Facilitated classroom and virtual training while promoting customer-focused service standards.
Provided ongoing coaching and mentoring to improve communication, conflict resolution, and customer satisfaction.
Supported organizational change initiatives by preparing employees for new systems, procedures, and service expectations.
Served as a subject matter expert for customer service operations and assisted in resolving complex customer escalations.
Maintained detailed training records, employee progress reports, and operational documentation.
Key Achievements
Trained and developed 2,000+ employees across three countries.
Supported international customer service operations through consistent, high-quality training.
Built employee confidence and operational readiness through structured onboarding and coaching.
Recognized as a trusted trainer and mentor throughout a 25-year career with United Airlines.
Day & Night Express
Dispatcher January 1996 – January 1999
Coordinated daily dispatch operations while optimizing schedules and staffing.
Maintained operational records and supported transportation logistics.
Assisted with employee training and administrative operations.
Worked closely with customers and drivers to ensure timely service.
Express Trucking
Driver January 1994 – January 1996
Safely transported freight while complying with transportation regulations.
Verified shipment accuracy and maintained delivery documentation.
Conducted vehicle inspections and maintained transportation records.
Delivered exceptional customer service during pickup and delivery operations.
EDUCATION
Skyline College
Coursework in Writing and General Studies
Chabot College
Coursework in English Language & Literature
San Francisco Bartlett Community College
High School Diploma
CERTIFICATIONS
Hands-Only CPR Certification (2025)
TECHNICAL SKILLS
Microsoft Office • Excel • Word • PowerPoint • Outlook • SharePoint • Oracle PeopleSoft • Microsoft Dynamics GP • Amazon Web Services (AWS) • Google Workspace • Data Analysis • Reporting • Customer Service Systems • Enterprise Applications
PROFESSIONAL HIGHLIGHTS
25+ years of customer service and operations leadership.
Trained and mentored 2,000+ employees across the United States, India, and the Philippines.
Developed and delivered training programs aligned with organizational objectives.
Expertise in employee development, onboarding, coaching, customer experience, and process improvement.
Proven ability to build high-performing teams in fast-paced, customer-focused environments.
Speaks and writes Spanish fluently,
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