Operations & Support Lead with 15+ Years Experience
Resume:
Ruben Falcon
*************@*****.***
Experienced operations and support professional with 15+ years of expertise in managing complex systems, troubleshooting issues, and delivering exceptional customer service. Skilled in technical platforms such as Visio, SQL, Jira, and Microsoft applications, with a proven ability to streamline processes, resolve technical inquiries, and ensure compliance across large- scale projects. Adept at analyzing data and supporting cross-functional teams to meet operational goals. Bilingual communicator committed to enhancing user experience and driving efficiency in a remote, collaborative environment. Present – Nov.2024 EIG LLC - Dallas, TX
Bilingual Field Office Coordinator
Manage operations by maintaining office systems and supervising staff
Maintain office services by organizing office operations, procedures, and controlling correspondence
Notarize any documentation needed for EIG
Generate weekly AR reports with notes on all outstanding invoices
Collections on delinquent accounts
Provide customer service to Customers/Vendors/Subcontractors on any inquiries
Assist with completing and reassigning open Work Orders
Prepare owner draw requests and manage subcontractor compliance in Textura
Prepare and submit all billing in CMIC
Generate and analyze weekly financial reports (labor, materials, AR/AP, subcontractor costs)
Execute journal entries and job cost allocations
Perform Cost transfers for time and materials
Submit corrections and approve Admin/Field time entries in Rumbix/ETime
Submit PTO/Holiday requests
Administer weekly per diem for 400+ employees
Facilitate onboarding and new hire processing; train team members on DPR guidelines
Enroll all New Hires in Hammer Tech
Verify with EIG personnel that all certifications are current
Manage Open Enrollment Benefits after 90 days of hire and yearly
Assist Techs with any setups needed for benefits
Maintain and organize digital and hard-copy project files in compliance with company standards
Upload executed contracts, insurance certificates, and change orders into CMIC
Request all COI’s
Support PMs and Cost Controls Manager with financial corrections and documentation
Coordinate project closeouts to meet owner contract requirements
Order all credit cards, mobile devices, apparel, and office supplies
Set up all mobile devices before giving to new hires
Oversee fleet vehicle registration, title processing, and inspection documentation Nov. 2024 – Dec. 2018 Clearview Energy – Dallas, Tx Commissions Specialist
Calculate commission payments to vendors
Enter all additional deductions and adjustments
Ensure all commission calculations are correct and compliant with policy
Provide support to vendors in response to inquiries regarding commission payouts, deductions, and commission calculations
Answer correspondence from the vendors and sales managers
Process changes to vendor commission rates
Supply Management team with weekly reporting on vendors earned commissions.
Navigate company systems to validate accuracy of commission calculations and records
Complete reconciliations to ensure accuracy of commission payment
Assistance with process improvements
Coordinating to ensure accurate, efficient, and timely recording of commissions and its payment
Investigate and submit requests for refunds
Provide support for Operations on vendor commission rejections
Bilingual Customer Service Trusted Advisor
Train new advisors on process and system
Enroll new customers
Take inbound calls and resolve any customer issues
Renew existing customers
Receive and process customer payments
Ensuring compliance with the organization’s policies
Assist with Supervisor calls when needed
Assist with TPV’s verifying customer agreements are correct
Assist with QA to verify the quality of customer service and compliance
Perform office support functions including data entry, and related duties as assigned
Collections on delinquent accounts
Dec. 2018 – Nov. 2017 PCV Murcor, Dallas, TX
Bilingual Team Lead Assigner
Managed a team of 10+ assigners, overseeing daily workflow and performance
Trained assigners on internal systems and order processing procedures
Approved and dispersed client orders, ensuring timely and accurate assignment
Partnered with assigners to resolve client delays, questions, and concerns
Assigned orders to the most qualified vendors based on coverage and expertise
Monitored order status and ensured vendor submissions met due dates and quality standards
Reviewed vendor offerings, fee schedules, and compliance with company/client guidelines
Collaborated with vendors to ensure on-time delivery and resolve any delays or issues
Acted as liaison between vendors, clients, and borrowers to maintain clear communication
Documented order status updates and provided performance feedback to vendors
Negotiated client fees and turnaround rates to align with service expectations
Provided weekly insights on vendor coverage and order flow
Resolved pre-confirmation delays and removed barriers to timely order completion
Performed office support functions including data entry and administrative tasks April 2017 – Feb. 2016 Oklahoma Tire Recyclers, Bristow, OK Bilingual Dispatch Manager/Assistant Operations Manager
Managed a team of 30+ professional drivers, overseeing daily assignments and performance
Scheduled and conducted interviews, prepared onboarding documents for new hires
Brought in new clients and set up vendors in internal systems
Invoiced customers and maintained accurate billing records
Planned, reviewed, and communicated daily load schedules to maximize delivery efficiency
Managed driver availability and responded to load inquiries and changes
Resolved service complaints and ensured timely issue resolution
Sent out daily ticket recap reports, load requests, and internal updates including dropped loads
Developed PowerPoint presentations for monthly Driver Safety Meetings
Ran daily compliance reports to ensure department alignment with DOT standards
Oversaw loading dock operations and coordinated tire sales to meet monthly budget
Tracked daily tonnage to meet performance goals
Provided translation support for OTR (Over-the-Road) communications Feb. 2016 – Jan. 2011 Liberty Tire Recycling Midlothian, TX Bilingual Gate Manager
Setup interviews for new hires
Prepare all documents for new hires
Scan all new hire documents into Navision
Assemble all new hire documents and employee manuals
Reconcile Fleet, Aflac, BCBS
Asst. to HR on Daily Task
Set up new vendors in system
Process monthly payments for leases, utilities, vendor & customers
Reconcile the Amex containing 350+ company card holders, AP & AR Accounts
Customer Service Inquires
Process monthly allowances
Order Supplies for all departments
Produce Purchase orders
Set up new customers in system
Invoice customers
Receive payments (checks/credit cards) posted them to appropriate accounts.
Collections on delinquent accounts
Ran Credit Reports
Jan. 2011 – Sept. 2006 Santander Consumer USA, Dallas, TX To Dec. 2005 Back End Manager
Managed a team of 20+ professionals, overseeing daily operations and performance metrics
Partnered with Front End Management and Default teams to resolve customer issues efficiently
Hired and trained with over 200 staff members, ensuring smooth onboarding and program adaptation
Provided customer service for an average of 300 inbound calls per day, resolving inquiries and complaints
Trained, coached, and mentored staff on policies, systems, and service standards
Ordered department supplies and maintained inventory levels
Organized weekly sales reports to track call success rates and team performance
Processed payments via checks and credit cards; posted transactions to appropriate accounts
Ran daily bank deposits and managed collections on delinquent accounts
Conducted credit report reviews to support account validation and resolution Additional Skills: Microsoft Applications, Copilot, CMIC, Rumbix, Hammer Tech, Blue Beam, Public Notary, Skip Trace, Tower, Citrix, Concur, Jira, NICE Systems, CIS, VXretail
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