Operations & Quality Control Manager

Wilfredo Rodriguez

***************.**@*****.*** 980-***-**** Savannah, GA 31411

PROFESSIONAL SUMMARY

Operations and quality-control leader with experience tracking KPI and quality-control data, identifying workflow gaps, developing procedures, coaching customer-facing teams, supporting training, and improving service consistency. Bilingual English/Spanish leader with experience supporting training, onboarding, staffing, employee development, and customer resolution.”

CORE SKILLS

Recruiting & Talent Acquisition

Interviewing & Hiring

Employee Onboarding & Training

Bilingual Spanish & English

Team Leadership & Management

Call Center Operations

Customer Care & Contact Center Operations

Performance Management & Coaching

KPI Tracking & Data Analysis

Quality Assurance & Quality Control

Employee Development & Mentoring

Escalation & Problem Resolution

Process Improvement

Customer Service

Workforce Productivity

Time Management

Data-Driven Recommendations

Computer Skills

PROFESSIONAL EXPERIENCE

Vanderbeck Insurance Agency — Savannah, GA

Operations Manager

November 2024 – May 2026

Tracked KPI and quality-control data, identified workflow gaps, prepared performance insights, and supported operational leaders in driving key deliverables that increased productivity by 15% and improved service consistency. Managed and evaluated workflow and productivity, implementing changes to improve team efficiency and service quality.

Developed and implemented strategies to increase team efficiency, productivity, and performance.

Developed and implemented KPIs to measure team performance, contributing to a 15% increase in productivity.

Developed quality-control procedures and tracked KPIs to ensure adherence to industry standards, regulations, and service expectations.

Partnered with business partners and customer-facing teams to support training, align escalation practices, and improve consistency in customer resolution.

Supported employee development through coaching, performance feedback, and ongoing guidance.

Recruited, interviewed, and hired employees to support staffing needs and business objectives.

Allstate Health Solutions — Milwaukee, WI

Customer Resolution Team Lead I

May 2019 – September 2024

Coached customer-facing team members on active listening, escalation handling, accurate responses, and follow-up practices to reduce customer complaints and improve resolution quality.

Led a high-performing resolution team, consistently achieving performance targets and maintaining customer satisfaction.

Coordinated regular performance evaluations and provided constructive feedback to support employee growth and development.

Mentored junior team members and provided guidance on problem-solving and customer resolution best practices.

Assisted with training business partners and team members as needed.

Reduced customer complaints by promoting timely, accurate, and effective responses to customer concerns.

Supported team performance through coaching, accountability, and ongoing performance monitoring.

Recruited, interviewed, and hired employees to support staffing needs and business objectives.

Allstate Insurance — Winston-Salem, NC

Claims Loss Taking Unit Bilingual Supervisor

June 2010 – January 2019

Recruited, interviewed, hired, onboarded, coached, and mentored frontline team members while leading a diverse bilingual Spanish/English team in a high-volume customer service environment.

Recruited, interviewed, and hired employees to support staffing needs and business objectives.

Developed and implemented a mentoring program to help new team members successfully transition into their roles.

Supported employee onboarding, training, development, and retention through ongoing coaching and guidance.

Handled high-volume customer and agent inquiries, quickly identifying issues, providing accurate information, and escalating complex matters when needed.

Established clear expectations for team members' roles in projects and processes, resulting in efficient work distribution among groups.

Managed a diverse team of bilingual employees, using Spanish and English communication skills to promote clarity and effective customer service.

Monitored daily operations and used bilingual communication skills to support customers, agents, and team members.

Applied strong leadership and problem-solving skills to maintain team efficiency and service quality.

Coached employees on customer service, problem resolution, and effective communication.

Supported staffing and workforce needs by identifying hiring requirements and helping build a strong frontline team.

GMAC Insurance Consultant — Winston-Salem, NC

Customer Service Consultant

June 2009 – January 2010

Assisted customers and agents by providing education and options to meet their insurance needs.

Handled high call volumes while maintaining a courteous and professional demeanor.

Developed strong relationships with clients by consistently exceeding expectations when handling issues.

Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.

Managed customer escalations to senior staff or management when necessary.

EDUCATION

Central Carolina Community College — Sanford, NC

AA, Fashion Merchandising & Business Administration

Graduated January 1989

CERTIFICATION

Licensed Property & Casualty Insurance

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