Luis Cuarezma - Regional Operations Manager, Six Three Storage Management

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Work Background

Six Three Storage ManagementRegional Operations Manager

Oct. 2023United States · Remote

MRPSales Development Representative USA

Jan. 2023 - Oct. 2023Managua, Nicaragua · On-site- Proficient in prospect profiling to enhance sales strategies effectively. - Skilled in conducting comprehensive market research and utilizing active listening techniques to identify clients' needs, preferences, and pain points. - Demonstrated ability to gather and analyze customer data to gain valuable insights and develop personalized solutions. - Adaptable in tailoring sales approaches to meet individual client requirements, leading to increased conversions and customer satisfaction.

RemitlyFinancial Service Specialist

Apr. 2022 - Nov. 2022Nicaragua- Create compelling customer experience by connecting with the customer genuinely and respectfully. - Own customers issues from start to finish such as deposit issues, transaction issues or any other issue. - Liaise with customers and business to improve user experience and product by advocating for them in every single interaction, how they want it and how I can make it happen by compiling the information about their recommendations and make their voices get to our product team.

Sitel GroupSenior Team Manager

Mar. 2021 - Mar. 2022Managua, Nicaragua- Supporting operations managers to meet client’s expectations by creating and executing initiatives to drive performance at a campaign level. - Setting up strategies based on historical data trends to avoid unwanted regression at a campaign level. - Onboarding new support staffing: Coaches, mentors and trainees. - Leading focus groups sessions to gather feedback from associates and support staffing members. - Serving as point of contact to multiple initiatives to ensure urgent tasks are delivered in a timely manner. - Retaining talent to support operations managers on keeping a healthy attrition. - Onboarding material creation and delivery to new talent. - Support Senior operation managers with budgeting at a campaign level.

Sitel GroupReal Time Analyst

Jul. 2020 - Dec. 2020Managua, Nicaragua- Effective communication bridge between Operations and Clients, Stakeholders, reporting multiple lines of business daily standing via Outlook and Teams, quickly escalating any possible system issues and daily transactions drivers. - Real time monitoring to all queues and associates: Ensuring schedule adherence and managing after call and other status/codes outliers. - Managing task allocation based in real time trends. - Analysis and report creation to measure absenteeism, attrition and productivity. (Teleopti / Nice IEX) - Planning and forecasting with 90 days of anticipation to ensure abandon rate and service level’s goal are achieved.

Sitel GroupTeam Manager

May. 2018 - Mar. 2021Managua, Nicaragua- Auditing associates customer service interactions to ensure quality standards are met. - Delivering feedback on a daily basis to guide associates on providing a great customer service experience. - Overseeing a team of 16 associates to meet campaign metrics: AHT, Adherence, Productivity, Absenteeism, NPS, etc. - Partnering up with support staffing for the creation and delivery of new workflows and strategies at a team level. - Boosting associates moral up by enrolling them on a succession plan and helping them grow professionally. - Training associates on fundamental skills to deliver a great customer service experience.

Cornerstone English InstituteEnglish Instructor

Feb. 2016 - Jun. 2016Managua, Nicaragua- Organize classroom lectures and coursework. - Planning course material and activities: singing songs, reading and memorizing paragraphs, conversational practices, etc. - Assessing students progress: homework, exams grades, etc. - Building trusting relationships with students and other staff. - Manage classroom crises and resolve conflict.