Nikolas Baca
Operations Manager
Phoenix,AZ
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Forward-thinking team leader skilled at operating departments and troubleshooting, to efficiently meet goals and exceed expectations. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
16
16
years of professional experience
Work History
Operations Manager
CVS
Phoenix, AZ
03.2022 - 02.2023
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Introduced new methods, practices, and systems to reduce turnaround time and efficiency concerns.
- Took lead in NPS KPI and increased customer relations by over 43%
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Increased profit by streamlining operations.
Shift Supervisor
Walgreen Co
Phoenix, AZ
08.2014 - 02.2022
- Work directly with customer's, colleagues, and patients, to achieve customer service and technical help to meet customer's needs
- Verified data integrity and accuracy to 97% accuracy
- Developed and actualized customer service initiatives to decrease wait times by 15 min.
- Exceeded service objectives by utilizing customer service and sales best practices
- Managed customer relations and customer service through daily communication and interaction
- Achieved 100% on customer service satisfactory goal (2021)
Sales Representative
AT&T
Colorado Springs, CO
02.2012 - 05.2014
- Up sold and closed over 29 customer sales by driving product benefits around client needs and increased revenue.
- Managed all sales plan activities, including product knowledge and sales goals, resulting in achieving gold to platinum sales quotas 92% average.
- Prepared sales contracts
- Identified client needs, built relationships, and overcame objections to drive sales
- Tailored sales approaches and techniques to specific client's needs to increase marketing effectiveness.
- Liaised with customers, management, and sales team to meet customer needs
- Conducted troubleshooting of sales and service operations to increase profitability to over 32% and bring positive organizational change.
Licensed Health Insurance Agent
Physicians Health Group
Colorado Springs, CO
02.2007 - 01.2011
- Directed 4-5 employees and preferred partners to facilitate sales and renewals of stop-loss products
- Adhered to health and prescription insurance products, delivery systems and claims systems
- Evaluated leads obtained through direct referrals, lead databases and cold calling
- Followed up with customers on unresolved issues
- Calculated quotes and educated potential clients on insurance options
- Closed on average of 11 new sales per week
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques
Education
Associate of Applied Science - Computer Science And Network Managmentnt
2020
- Coursework in network operating systems (Windows,Unix), voice/voIP administration, business with computing applications and principles of information systems security
- Major in network systems administration
- Continuing education in network engineering
Skills
- Staff Management
- Troubleshooting
- Planning and organization
- Hardware and software installation
- Operating systems
- Technical support
- Active Directory
- Network configuration
- Problem-solving
- Office 365
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Manager - CVS
03.2022 - 02.2023
Shift Supervisor - Walgreen Co
08.2014 - 02.2022
Sales Representative - AT&T
02.2012 - 05.2014
Licensed Health Insurance Agent - Physicians Health Group
02.2007 - 01.2011
Devry University - Associate of Applied Science, Computer Science And Network Managmentnt
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