Josue Delgado
St. George, UT - - linkedin.com/in/josue-del
Operations Manager
Results-driven Leader with 10 Years of Expertise in Operations, Customer Service & Business-driven Data Analysis
Highly versatile and experienced operations manager offering expertise in customer service, strategic planning, and high-level project management. Proven track-record of coordinating, executing, and monitoring successful business operations aligned to organizational objectives. Demonstrated focus on continuous process improvements, measurable deliverables, and cost optimization. Deep expertise combined with an understanding of the importance of highly effective technical leadership, customer satisfaction, and stakeholder management. Collaborative team leader continually focused on building relationships to produce highly effective teams, increasing productivity, and improving outcomes. Individual dedicated to self-reflection and personal improvement who consistently exceeds performance metrics.
CORE COMPETENCIES
Vendor Management
Project Management
Relationship Management
Cost Optimization
Data & Analytics
Cross-functional Leadership
Customer Service
Contract Negotiation
Efficiency Improvements
Risk Mitigation
Operational Processes
Stakeholder Management
PROFESSIONAL EXPERIENCE
American Logistics 2014 – Present
Operations Manager (2020 – Present)
Oversaw operations for a logistics company with annual revenue of $10MM, managing 7 high-profile clients with a client growth rate of 71%, while expanding memberships for the largest client by 62%, generating $5.6MM.
Led a cross-functional remote team of 44 agents, building the team from scratch and growing by 100% in 2 years and increased KPI achievement by 16% up to 85% while decreasing the attrition rate from 15% down to 5%.
Revamped the training structure with a constant stream of training material quarterly, generating over 40 guides, 20 quizzes, and 15 PowerPoints, reducing client complaints down 75% to save over $100K in liquidated damages.
Created and deployed a Teams Power App to speed up form requests and submissions, reducing call times by 25% and minimizing agent downtime by 5-7 minutes per shift, and aided 4 other operation teams in replicating the process.
Developed a help bot for the team using Microsoft Power virtual agents which could address the most common issues and questions, reducing the need for a supervisor’s assistance by 40% and expanded the bot to a 2nd team for testing.
Implemented a new company-wide inclement weather procedure to follow in collaboration with the provider relations manager and successfully assisted 3 Texas accounts during a winter storm in Dallas in 2020, saving $210K in 2021.
Dispatch-Routing Operations Supervisor (2017 – 2020)
Managed over 1.7M trips, service requests, and customer service procedures annually, overseeing >700 inbound calls daily in the dispatch queue, leading a team of 20 dispatch agents to ensure a monitored exception KPI of over 90%.
Supervised 17 client accounts across 10 states valued at $50K daily and oversaw training customized to rules and guidelines for each account, while empowering agents to control calls, reducing supervisor calls by 40%.
Ensured 10 dispatchers maintained an on-time performance of >80% and trained agents on different tactics when approaching a transportation vendor to assist with a trip request without compensation, yielding a 60% improvement.
Created an email template for the end of each dispatcher’s shift to transfer information to the next dispatcher, increasing on-time performance during the shift transition period from 60% back up to 80%.
Led a team of 5 routing specialists and personally directed the complete coverage of over 450 trips across 10 states from midnight to 8am totaling $10K daily, while ensuring the team maintained an on-time performance rate of >80%.
Identified, reported, and prevented and fraud, waste and abuse which prevented over 100,000 wastes, and reworked the training outline for the dispatch team to lower the attrition rate for the role by 40%.
Customer Service – Reservations Supervisor (2017)
Managed 15 customer service agents to ensuring a KPI call performance at or exceeding 85% and SLAs for 17 accounts at 80% or above, while performing daily call audits to maintain over 90% on call quality.
Led a team of 4 agents to oversee >200 standing orders and 75-150 gurney bookings per week, while expanding the gurney provider network from 4 to 15 in southern CA and negotiated 4 new contracts for best pricing and availability.
Dispatcher / Dispatch Assistant (2014 – 2017)
Coordinated schedule and same day transportation requests between 10 states, working closely with over 100 vendors to oversee over 200 trips per day totaling $10K during an 8hr shift with an on-time performance score of 85-90%.
Cross-checked data to avoid liquated damages with missing or improper data, saving over $260K per year and investigated reoccurring no-shows to cancel associated standing orders by 95%, saving clients $100K in waste.
Customer Service Agent (2014)
Provided high-level customer service on 15 accounts, learning standard procedures 37.5% faster than average hires while receiving 105 inbound calls daily with an additional 55 outbound and 41 inbound calls for a new department.
Selected to assist with special requests as a result of placing in the top 3 agents company-wide, achieving quality performance scores above 90% satisfactory in compliance, script, and customer performance.
Accurate Concrete 2012 – 2014
Concrete Finisher
TECHNICAL SKILLS
Microsoft Office Suite, Puzzel WFM, Tableau, Trello, Microsoft Teams, Power Apps, Microsoft Power Automate, Salesforce, SQL, Agile Methodologies, Power Virtual Agents, Twilio Flex
CERTIFICATIONS
Digital Product Management Certification – University of Virginia, Coursera
Salesforce Sales Operations Specialization – Salesforce: Pathstream, Coursera
Agile Fundamentals: Including Scrum and Kanban Certification – The BA Guide, Udemy
