Carlos Medina

D

Operations Lead & Executive Partner

Del Castillo Enterprise

Aug 2024 - Current (1 year 8 months)

As an Operations Lead & Executive Partner, I established and maintained strong relationships with vendors and suppliers, resulting in improved product quality and cost savings. I developed and maintained departmental budgets to ensure fiscal responsibility, utilizing strong communicative competence to present these budgets effectively to leadership. Additionally, I established performance metrics and key performance indicators (KPIs) to track operational progress and ensure the success of initiatives, leveraging communication skills to align all stakeholders with our strategic objectives. I managed logistics coordination and inventory flow, which were essential for maintaining operational efficiency, while also overseeing recruitment for ad

Operations Manager

Lean Solutions Group

Jan 2022 - Aug 2024 (2 years 8 months)

As an Operations Manager, I revolutionized the company's operational framework by implementing a cross-functional team structure and agile methodologies, resulting in a 15% increase in project delivery speed, a 10% reduction in operational costs, and a significant boost in employee morale. I led and mentored a high-performing team of 75 employees across 4 departments, fostering a culture of collaboration and continuous improvement that resulted in a 10% increase in employee satisfaction and a 5% reduction in turnover. I cultivated and managed strategic partnerships with 7-10 key vendors, negotiating favorable contracts that reduced operational costs by 8% while simultaneously improving service delivery and exceeding customer expectations by

Assistant Operations Manager

Lean Solutions Group

Nov 2020 - Dec 2021 (1 year 2 months)

As an Assistant Operations Manager, I led a high-performing team of 100 employees across multiple departments, consistently exceeding project deadlines by an average of 5% and maintaining a 99% on-budget track record. I developed and implemented a data-driven performance evaluation system that leveraged key performance indicators (KPIs) and objective metrics to provide targeted feedback and identify areas for improvement, leading to a 12% increase in team efficiency and an 8% reduction in operational costs. Collaborating with cross-functional teams, I proactively addressed operational challenges and resolved conflicts, resulting in a 15% reduction in project delays and improved interdepartmental communication. Additionally, I utilized my ca

Logistics & Administrative Coordinator

Lean Solutions Group

Apr 2019 - Oct 2020 (1 year 7 months)

As a Logistics & Administrative Coordinator, I successfully streamlined logistics and supply chain coordination, achieving a 10% reduction in shipping costs and a 5% improvement in on-time delivery rates. I developed and maintained comprehensive tracking reports, proactively identifying and mitigating potential delays, which led to a remarkable 98% on-time delivery rate and increased customer satisfaction. My meticulous monitoring of orders and shipments ensured accurate invoicing and inventory management, contributing to a 99.9% accuracy rate in order fulfillment and a 5% reduction in processing time. I utilized Google Workspace to enhance tracking reports, which played a crucial role in achieving our delivery goals. Effective communicatio

D

Executive Assistant

Del Castillo Enterprise

Aug 2018 - Mar 2019 (8 months)

As an Executive Assistant, I provided comprehensive administrative support to the executive team, including the preparation of reports, presentations, and confidential documents with accuracy and timeliness. I supervised and trained a team of three administrative staff to ensure efficient task completion and maintain high productivity, while also managing the daily operations of the executive office. I streamlined cross-departmental communication by proactively managing executive calendars, scheduling high-level meetings, and coordinating complex travel arrangements, which significantly improved overall efficiency. Additionally, I managed call processing and customer communication, contributing to enhanced customer satisfaction. I led outbo

Learning & Development Specialist

Sutherland

Aug 2017 - Jul 2018 (1 year)

As a Learning & Development Specialist, I played a pivotal role in enhancing team performance and communication through targeted training initiatives. I identified critical skill gaps in communication and conflict resolution via comprehensive needs assessments, leading to the development of customized training programs that resulted in an 8% increase in team performance and a 12% reduction in interpersonal conflicts. I created a library of engaging learning materials, including interactive videos and scenario-based worksheets, to enhance knowledge retention and practical application during training sessions. My facilitation of dynamic workshops, which incorporated collaborative activities and real-world case studies, led to a 15% increase i

Customer Experience Specialist

Concentrix

May 2017 - Aug 2017 (4 months)

As a Customer Experience Specialist, I successfully resolved 90% of customer complaints and disputes within the first contact, significantly reducing escalations by 15% and contributing to a 10% increase in customer satisfaction scores. I proficiently managed customer service inquiries across multiple communication channels, including phone, email, and social media, resulting in a 20% reduction in average response time and a 5-star rating on customer satisfaction surveys. My commitment to delivering exceptional customer service experiences through personalized support and proactive problem-solving led to a consistent 5-star rating on customer satisfaction surveys, exceeding customer expectations by 10% based on internal performance metrics.

Customer Experience Team Lead

Sutherland

Sep 2016 - Mar 2017 (7 months)

As a Customer Experience Team Lead, I spearheaded the implementation of a new customer feedback system that increased customer satisfaction scores by 12% and provided valuable insights for product development, leading to a 5% increase in customer retention. I led a team of 10 Customer Experience Specialists, providing coaching and mentorship that resulted in a 15% improvement in first-call resolution rates and a 10% reduction in customer churn. Additionally, I developed and implemented a comprehensive training program for new CX Specialists, reducing onboarding time by 20% and increasing employee satisfaction within the team by 15%. I also supported sales teams through issue resolution and process improvements, enhancing overall customer ex

Customer Experience Specialist

Sutherland

Feb 2015 - Sep 2016 (1 year 8 months)

As a Customer Experience Specialist, I proactively identified and addressed customer needs, resulting in a 15% increase in upselling and cross-selling opportunities and a 10% boost in average order value. I cultivated strong customer relationships through personalized communication and proactive outreach, leading to a 20% increase in customer retention rates and a 12% rise in customer referrals. Consistently exceeding customer expectations, I provided personalized product recommendations and resolved issues efficiently, achieving a 95% customer satisfaction rating and contributing to an 8% growth in overall sales revenue. Additionally, I applied troubleshooting skills to resolve technical issues for customers, further enhancing satisfaction

Carlos Medina

About

Detail

Timeline

Résumé