Julian Cobos
Customer Service / Contact Center Director | 18 Years Driving Transformative Change in Customer Service and Support for Diverse Sectors Including Healthcare, Financial, Technology | CRM, SaaS | MBA, B.E. IT, Bilingual
- Role
- Operations Manager at Afni, Inc.
- Location
- Houston, TX, US
- LinkedIn followers
- 500 followers
About Julian Cobos
I started as a call center agent and I am highly empathic, I understand what the customer…
Experience
Operations Manager
May 2024 — Present
Oversee day-to-day operations and ensure adherence to service level agreements. Analyze processes and KPIs, identify improvement areas.• Lead a customer-centric culture shift, fostering a culture of accountability and continuous improvement.• Establish key performance indicators (KPIs), customer service policies, and procedures for the support team and implement performance tracking systems to measure and improve performance. • Use of Tableau and other data analytics tools to analyze customer support metrics and identify trends, implement data-driven decisions to enhance customer experiences and improve CSAT.• Utilized data analytics and customer feedback to identify trends and areas for improvement, implement proactive support strategies and process improvements.
Education
ITNL - Instituto Tecnológico de Nuevo León
Bachelor of Engineering (B.E.)
1993 — 1998
EGADE Business School del Tecnológico de Monterrey
Masters
2000 — 2002
Skills
- Bpo
- Service Delivery
- Technical Support
- Business Analysis
- Customer Experience
- Contact Centers
- Workforce Management
- Process Improvement
- Call Center
- Sla
- Program Management
- Performance Management
- Crm
- Offshoring
- Outsourcing
- Telemarketing
- Business Process Improvement
- Management
- Team Leadership
- Customer Service
- Team Management
- Leadership
- Inbound Marketing
- Transition Management
- Project Management
- Customer Satisfaction
- Training
- New Business Development
- Lead Generation
- Vendor Management
- Operations Management
- Account Management
- Strategic Planning
- Call Centers
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