Open to opportunities

Luis Aviles

@luisaviles

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Results-driven operations professional with expertise in process optimization.

United States

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What I'm looking for

I am looking for a role that allows me to leverage my operational expertise while fostering a collaborative team environment and driving impactful projects.

I am a results-driven professional with six years of experience excelling in operations, process optimization, and client satisfaction. My background includes managing cross-functional teams and standardizing SOPs, particularly in high-volume customer service environments. I have a proven track record of resolving technical issues and coordinating stakeholders to drive projects to completion.

In my previous roles, I have successfully implemented CRM systems like ZOHO Desk and developed scalable customer databases. My expertise in data analysis, project management, and employee communication has allowed me to lead teams effectively, ensuring professional and empathetic customer interactions. I thrive under pressure and am poised to excel in Operations Manager or Project Manager roles.

Experience

Work history, roles, and key accomplishments

Director of Operations

LTC Technologies

Jun 2021 - Apr 2023 (1 year 10 months)

Led the creation, documentation, and execution of SOPs while managing service delivery for senior living facilities. Implemented ZOHO Desk and CRM systems, enhancing customer database scalability. Ensured professional customer interactions while handling escalations and supporting HR functions.

Operations Management SOP Development Zoho Desk Customer Service Escalation Management Team Leadership Data Analysis CRM

Elite Representative

Intouch - Windstream

Nov 2019 - Jun 2021 (1 year 7 months)

Managed an account portfolio generating over $1.1M in monthly recurring revenue. Developed training materials and streamlined onboarding processes. Oversaw metrics and quality assurance, ranking #1 for performance and bonuses for 8 months.

Customer Support Account Management Training Development SQL Performance Metrics Quality Assurance Onboarding Reporting Data Analysis CRM

Front House Manager

Sidewalk Café

Nov 2015 - Jul 2016 (8 months)

Designed floor plans for optimal customer experience and led customer service initiatives. Organized marketing events to boost sales and engagement while overseeing shift operations and developing training programs for staff.

Customer Service Event Management Team Leadership Marketing Operations Management Training Development Vendor Management Sales Strategy

Education

Degrees, certifications, and relevant coursework

Plano West Senior High

High School Diploma, High School Education

2021 - 2025

Held roles in Director of Operations and Operations Manager, leading the creation, documentation, and execution of SOPs. Developed and implemented ZOHO Desk, CRM systems, and a scalable customer database.