Jesus Pavon
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Sonora, Mexico
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Résumé
Jobs
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- CSupervisor / Operations ManagerCallCentered MX - Money Management International CampaignMay 2023 - Aug 2025 (2 years 4 months)- Managed daily call center operations, ensuring efficiency and adherence to policies and standards. - Supervised and developed a team of debt collectors, counselors, and support staff, promoting performance and accountability. - Handled documentation for counseling, attendance issues, and time off/vacation requests, ensuring compliance with company policies. - Engaged in direct client communication to address inquiries and provide support. - Knowledgeable in MMI LOB's [Debt & Budget counseling, First Contact, Chenoa, 211] and served as a Certified D&B counselor, delivering QBR & MBR presentations. - Developed and executed strategies to improve efficiency, client satisfaction, and outcomes, leveraging artificial intelligence (AI) tools
- CAgent / Supervisor / Operations ManagerCallCentered MX - Alert Communications CampaignSep 2021 - Apr 2023 (1 year 8 months)- Delivered high-quality bilingual (English/Spanish) legal intake and client support, ensuring accurate lead capture and case qualification. - Monitored and coached performance criteria to continuously improve productivity while maintaining strong team morale. - Handled escalated calls and complex legal inquiries to ensure professionalism, accuracy, and client satisfaction. - Managed escalated calls effectively, utilizing strong call management skills to address client concerns and enhance service quality. - Monitored KPIs (call volume, resolution times, satisfaction) to drive service excellence and achieve goals. Additionally, I coordinated appointment scheduling for clients, facilitating their meetings with law firms for initial consu
- TAgent / SupervisorThe Results Companies - Multiple CampaignsApr 2015 - Sep 2021 (6 years 6 months)- Monitored all agents' interactions and evaluated areas of opportunity to enhance overall performance and customer satisfaction. - Provided motivation and development to a team of over 20 members, maximizing their performance through targeted coaching and support. - Created comprehensive weekly and monthly reports, offering constructive feedback to drive continuous improvement. - Attended meetings to discuss areas of opportunity, collaborating with team members to brainstorm effective solutions. - Coached and developed agents on identified areas of opportunity, ensuring they received the guidance needed to excel in their roles. - Maintained meticulous performance documentation, coaching records, attendance tracking, and corrective act
Education
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- MElectrical WiringMetro TechMay 2004 - May 2006 (2 years 1 month)Completed technical degree in electrical wiring, including circuit design, installations, maintenance, troubleshooting, safety protocols, and compliance with electrical codes for residential and commercial systems.
- FFCRA (Fair Credit Reporting Act)May 2023 - Aug 2025 (2 years 4 months)A federal regulation designed to protect consumers by promoting the accuracy, fairness, and confidentiality of credit reporting data, while granting individuals rights to access, dispute, and correct their credit information.
- NNFCC (National Foundation for Credit Counseling)May 2023 - Aug 2025 (2 years 4 months)A leading nonprofit organization that provides financial counseling, debt management solutions, and financial education to help individuals and families improve their financial health and achieve long-term stability.
- MHigh SchoolMaryvale High SchoolMay 2002 - May 2006 (4 years 1 month)