Jorge A. Bravo Roa
333 E San Ysidro Blvd
Summary
Seasoned Operations Manager and talented leader with 16 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
16
16
years of professional experience
Work History
Operations Manager
Convergence Acquisitions
04.2022 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Operations Manager
CCSI-ACS
05.2020 - Current
- Develop new ideas to help improve campaign and have all the tools, updates necessary for the agents to have a better understanding
Baja Operations Manager
Acs- Persolve Legal Group
05.2020 - 04.2022
- Here with Access Capital Services we collect on all sort of accounts Medical, Student Loans, Credit Cards and other debts from all over the United States.
- We litigate in most states in the United States we collect on Auto deficiency, credit cards, Personal loans among other products.
- Currently over seen multiple client’s operations for collections and lead generating.
- Convergence Acquisitions LLC
- United Resources System
- Whiteson and Associates
- William Rush and Associates
- Trained and guided team members to maintain high productivity and performance metrics.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Baja Operations Manager
CCSI-Patenaude & Felix
04.2016 - 04.2020
- Been part of the Management Department has made me see and learn new skills, such as knowing how to approach to every person, helping and giving feedback
- Audits from the clients, conference calls with the compliance department been able to have communication with the attorneys of each state has made me gain a lot of knowledge
- Updates was provided to the floor for any type of changes on any state or any internal policies that needed to be updated as not having the information implemented could cause agent to mislead consumers and result on a lawsuit for the company
- 41 agents in charge which I will monitor 4 RPC’s and 1 voicemail for each one along with sending weekly and monthly reports of the outcomes
- Uptraining and refreshers were given to the floor
Baja Operations Supervisor
CCSI-Patenaude & Felix
02.2009 - 03.2015
- Here is where I have learned the most and have been able to push myself to overcome my goals
- I was collecting on charge off debts, student loans, credit cards, auto loans for 6 years and have been Top Collector for consecutive months collecting on Legal Accounts that involves skip tracing for POE’s, home addresses, contact #’s, CBR’s etc
- We collected on 7 different states, on we had to know the laws that applies on those different states and by far, the most exciting and rewarding job
Education
LVN - MEDICAL
ATT ASSOCIATED TECH
Los Angeles, California04-2004
Skills
- Legal Collections& none-legal
- Problem Solving
- Customer service
- Goal setting
- Decision-making
- Planning and implementation
- Operations oversight
- Employee motivation
Mobile
(664)522-7285, USA, (619) 268-1630
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Operations Manager
Convergence Acquisitions
04.2022 - Current
Operations Manager
CCSI-ACS
05.2020 - Current
Baja Operations Manager
Acs- Persolve Legal Group
05.2020 - 04.2022
Baja Operations Manager
CCSI-Patenaude & Felix
04.2016 - 04.2020
Baja Operations Supervisor
CCSI-Patenaude & Felix
02.2009 - 03.2015
LVN - MEDICAL
ATT ASSOCIATED TECH
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