Rolando Ruano

8719 South Vaquero Dr Phone: 801-258-1183 Sandy UT 84094 E-mail: rolandoruano@gmail.com _____________________________________________________________________________________________

Thirteen Years of successful sales, customer service and management career reflecting high performance and growth

Objective
To use my experience and skills to lead and inspire team members to constantly improve performance and become an asset to the company.

Employment History
Yoli LLC June 2011 Present Call Center Manager -Manage and oversee all Call Center operations including; Data Entry, Customer Service, Elite Services, Inbound and
outbound campaigns, anddecline recovery teams. -Manage proper staffing, scheduling, distribution of daily tasks and ensuring that all daily issues are handled in a professional and customer friendly fashion - Attend daily management meetings to report KPIs and gather important information of daily companyoperations. - Work directly with other department heads (i.e. fulfillment center, compliance, Marketing, and senior management) to synchronize operations in order to maximize the customer experience.. - Pull daily and weekly reports to keep track of department performance and report on a weekly basis directly to COO -Maintain employee satisfaction an morale and constantly find ways to create a fun and hardworking environment, in order to minimize employee turnover and promote high efficiency - In charge of recruiting and interviewing and hiring best suited CS candidates

Select Portfolio Servicing Inc. April 2011 June 2012 Loan Servicing Team leader-Bilingual -Contact Homeowners in danger of losing their homes and selling them on Alternate resolution options.
-In charge of Spanish team metrics and performance - Highest bonus earner the last 4 months

ClearPlay Inc. Business To Business Regional Account Manager

Oct 2008 April 2011

Open New Business Accounts. Manage a team of Setters, and Closers. Manage regionalretailers. -Increased number of new accounts to 300% -Managed the top performing team three quarters in a row

The Emperors Tea Inc. Sales/Account Manager

Jan 2007 Sept 2008

Aquire new accounts through prospecting, Follow-up and closing. Manage existing retail accounts. -Opened the South West regional market -Help create compensation plan

XanGo LLC. Elite Services Spanish Team leader

Apr 2004 - Dec 2007

-Manage accounts of top company distributors, travel to different cities and train top distributors -Control sales volume for each account -Maximize profits for the company and the distributor. -Serve as a liaison between corporate and field distributors

Basic Research Inbound Sales / Quality Control Manager

Sept 2001 - Apr2004

-Convert inbound customer service calls into sales. Control calls taken by agents and provide sales feedback. -Broke company up-sales record - 127% -Highest closing percentage in customer service department

The Church of Jesus Christ of Latter-Day Saints Voluntary Representative

Teach, Motivate, and Lead a group of six to twentyfour voluntary representatives. -Promoted from regular representative to Trainer -Promoted from trainer to District Leader -Promoted from District Leader to Zone Leader

Jul 1999 - Aug 2001

Skills

great organizational skills, Effective Communicator, Fast learner, Self Starter, Coachable, Computer Savvy, Public Speaking, 35 WPM, Bilingual Spanish/English, ReferencesAvailable upon request