Years of experience: 27
Data EntryTranslatorCustomer ServiceCall Center
Trust Score
Exceptionally trusted; proven professional excellence.
Luis's Career Path
Aug. 2025 -Present
T-MobileBusiness Analysis Manager
• Led CX and contact center analysis using SQL, Snowflake, and Power BI, analyzing CSAT, CES, FCR, and contact drivers across end-to-end journeys.
• Drove digital self-service and call deflection initiatives, reducing assisted contact volume by an estimated 12–18% across top call drivers.
• Translated CX insights into service strategies that delivered CSAT and FCR improvements while lowering ...
May. 2025 -Aug. 2025
OneTouch DirectAssistant Site Director
Tampa, Florida, United States• Lead daily operations and provide strategic direction for a high-performing call center team of up to 300 employees. Reports directly to the Site Director and accountable for driving performance across key KPIs, maintaining client alignment, and cultivating a culture of engagement, accountability, and results. • Oversee staffing, scheduling, and workflow optimization in a fast-paced sales e...
Oct. 2023 -Apr. 2025
Rocket Pest ControlCustomer Service Sr Manager
Tampa, Florida, United States▫ Led the successful implementation and expansion of the Contact Center, growing it from a small team of 2 to over 60 CSRs across 3 locations, ensuring seamless scalability and efficiency. ▫ Streamlined and centralized all customer-facing communication channels, including voice, chat, email, and social media, enhancing customer experience and consistency. ▫ Developed and mentored a high-perfo...