Antonio Munoz
Rancho Santa Margarita
Summary
Customer Experience and Sales Operations leader with over 10 years of success in managing global support teams, driving digital transformation, and optimizing the end-to-end customer journey. Proven track record of improving operational KPIs, deploying scalable CRM/ERP systems, and elevating customer satisfaction across B2B and DTC channels.
Overview
9
9
years of professional experience
Work History
Manager, Sales Operations and Digital Transformation
SCORE Sports
04.2025 - Current
- Support KPIs for order-to-cash performance and lead digital operations team for workflow efficiency.
- Consolidate forecasts, analyze incentive programs, and provide insights to improve financial planning.
- Coordinate inventory/order management with cross-border teams.
- Lead digital tool initiatives (NetSuite, Zendesk) to enhance automation and reporting.
Head of E-commerce Customer Service & Warranty
Liberated Brands
Costa Mesa
05.2022 - 04.2025
- Led ecomm customer service functions, overseeing a team of 35 employees in multiple locations.
- Incresed full resolution times to 85% in first response through process enhancements and CRM integrations.
- Reduced response times by 50% by optimizing workflows and automating key processes in Zendesk and Gladly.
- Collaborated with Distribution & Logistics, Sales, and Marketing to harmonize global communications.
- Managed customer QA programs, leading to 90% improvement in SOP accuracy
BPO Operations Manager
XB Fulfillment
San Diego
05.2021 - 05.2022
- Managed a 50+ agent BPO contact center for support, sales, and tech.
- Boosted efficiency 15% via metrics, training, and Zendesk CRM transition.
Customer Service Manager
Speck Products
06.2016 - 05.2021
- Led the customer service team for North America, supporting both wholesale and direct-to-consumer sales.
- Achieved a 20% reduction in response times by implementing best practices in SAP and Freshworks
- Developed customer feedback loops with sales and logistics, reducing order backlog by 40%.
Education
Senior Management Certification -
CETYS Universidad
01.2019
Marketing Degree -
UNEA Universidad
01.2010
Skills
- Sales & Operations Planning (S&OP)
- Order-to-Cash Optimization
- Digital Transformation Strategy
- BPO Management
- Forecasting
- Inventory Coordination
- Cross-Functional Leadership
- CRM (Zendesk, Gladly, Gorgias, Kustomer, Freshworks, Shopify, Loop)
- ERP (NetSuite, SAP, Oracle, Oracle-JDE, Full Circle)
Languages
- English
- Spanish
Timeline
Manager, Sales Operations and Digital Transformation
SCORE Sports
04.2025 - Current
Head of E-commerce Customer Service & Warranty
Liberated Brands
05.2022 - 04.2025
BPO Operations Manager
XB Fulfillment
05.2021 - 05.2022
Customer Service Manager
Speck Products
06.2016 - 05.2021
Senior Management Certification -
CETYS Universidad
Marketing Degree -
UNEA Universidad