Cesar H.

Customer Operations & Account Manager | Team Leadership | Bilingual

I’m a bilingual Customer Operations and Account Management professional with experience leading high-volume teams, managing client relationships, and driving operational performance in fast-paced environments. My background combines BPO leadership, customer operations, account management, and cross-functional coordination, with hands-on experience managing KPIs, service delivery, reporting, and workflow execution. At Convergys, I worked as a Team Manager supporting enterprise accounts including OneLink and Redbox, leading teams of 20–25 agents. I was responsible for daily operations, coaching, QA, escalation handling, and KPI ownership including CSAT, AHT, adherence, sales, and attrition. I partnered closely with WFM, QA, Training, and IT teams to maintain service levels and operational stability. Most recently, I worked as an Account Manager at FFG, managing client communication from initial inquiry through delivered merchandise. My responsibilities included cross-selling and upselling, coordinating with procurement teams, translating client requirements into technical requests, tracking deliveries and project timelines, creating AI-assisted product mockups, and maintaining organized pipeline documentation using Pipedrive, Airtable, and Slack. I also maintained email response SLAs under 24 hours. In addition to operations and client management, I bring a technical foundation in Java, Python, SQL, Excel dashboards, CRM systems, and reporting tools, allowing me to work effectively with both technical and non-technical stakeholders. Core expertise: - Customer Operations & Service Delivery - Account Management & Client Communication - Team Leadership & Performance Management - KPI Tracking & Reporting - CRM & Pipeline Management - Cross-functional Coordination - Process Optimization & Workflow Support - Bilingual Communication (English–Spanish) Currently available part-time (5 AM – 3 PM EST) and comfortable working with US-based teams and time zones.