Bilingual Operations & Customer Service Supervisor

HECTOR J. MORALES-MEDINA

Socorro, TX 915-***-**** ***.******@*****.***

PROFESSIONAL SUMMARY

Bilingual (English/Spanish) operations and customer service leader with 10+ years of experience in team management, employee development, technical support, financial services, logistics, and client relations. Proven success leading teams, training employees, improving customer experiences, and supporting business operations in fast-paced environments. Strong background in workforce supervision, performance coaching, technical troubleshooting, and process improvement. Military veteran with leadership, logistics, and operational management experience.

CORE COMPETENCIES

Operations Management

Team Leadership & Coaching

Employee Training & Development

Customer Service Management

Technical Support

Call Center Operations

Performance Management

Process Improvement

Client Relationship Management (CRM)

Workforce Planning

Escalation Resolution

Financial Services Knowledge

Logistics & Supply Chain

Bilingual English/Spanish

Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)

Power BI & Reporting

Salesforce & CRM Systems

PROFESSIONAL EXPERIENCE

MAXIMUS El Paso, TX

Bilingual Supervisor

April 2023 – Present

Supervised and developed customer service teams during the launch of a new operational site.

Trained and onboarded new employees, equipping them with tools and procedures necessary for success.

Mentored frontline agents and supported employee career advancement into leadership roles.

Assisted newly promoted supervisors with training, coaching, and operational guidance.

Contributed to Safety and Employee Engagement Committees to enhance workplace culture and employee satisfaction.

Managed performance, coaching, and workforce development initiatives.

Bilingual Customer Service Representative

June 2021 – October 2021 March 2022 – June 2022

Provided support for IRS Economic Impact Payment inquiries and CDC-related customer programs.

Educated customers on government processes, self-service resources, and compliance requirements.

Resolved complex customer inquiries while maintaining service quality standards.

MRI SOFTWARE Remote

Support Analyst

June 2022 – March 2023

Provided software support for accounting and property management applications.

Assisted clients with journal entry processing, financial coding corrections, and system navigation.

Resolved technical issues and delivered end-user training and guidance.

Maintained high customer satisfaction through timely issue resolution.

ASURION El Paso, TX

Technical Support Specialist

October 2021 – March 2022

Diagnosed and resolved mobile device issues for customers.

Processed warranty and replacement claims.

Educated customers on device protection programs and service options.

Consistently delivered exceptional customer support and troubleshooting assistance.

ACCESS2CARE El Paso, TX

Dispatcher / Customer Service Representative

March 2021 – June 2021

Coordinated transportation services and customer communications.

Scheduled appointments, resolved documentation discrepancies, and supported service delivery operations.

Provided accurate and timely customer assistance in a high-volume environment.

PRIMERICA

Insurance Representative

March 2016 – February 2017

Developed client relationships and conducted financial needs assessments.

Educated clients on insurance and financial planning solutions.

Created customized strategies focusing on debt reduction, protection, and financial security.

Generated leads through prospecting and outbound outreach.

FEDEX SUPPLY CHAIN El Paso, TX

Unit Manager

March 2015 – April 2016

Managed teams supporting international shipping and logistics operations.

Led employee training, performance management, and quality improvement initiatives.

Ensured productivity goals and customer service standards were consistently achieved.

Facilitated bilingual communication between employees and management.

U.S. ARMY

Automated Logistical Specialist (E-5)

August 2011 – May 2014

Supervised inventory, warehousing, supply chain, and logistics operations.

Maintained inventory records, supply reports, and accountability documentation.

Managed receiving, storage, shipping, and asset control procedures.

Trained personnel on logistics and inventory management processes.

Held Secret and Top Secret Security Clearances.

EDUCATION

University of Phoenix

Bachelor's Degree, Business Management

U.S. Army Quartermaster School

Associate-Level Training, Logistics

International Business College

Information Technology

CERTIFICATIONS

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft Certified Professional (MCP)

Life Insurance License

Certified Professional Coder (CPC)

Certified Coding Specialist (CCS)

Secret Security Clearance

Top Secret Security Clearance

TECHNICAL SKILLS

Microsoft Excel • Microsoft Word • Microsoft PowerPoint • Outlook • Power BI • Salesforce • SharePoint • CRM Systems • SAP • Active Directory • Remote Support Tools • Data Analysis • Reporting • Technical Troubleshooting • Help Desk Support

LANGUAGES

English (Fluent)

Spanish (Fluent)

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