Esteban Gonzalez
Business Operations Management
San Isidro,H
Summary
Experienced service/product delivery leader with over 6 years in WFM. Skilled in optimizing operations, enhancing team performance, and driving process improvements. Proactive and detail-oriented, with a focus on aligning team strengths to achieve business goals
Overview
7
7
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Leasing Operations Supervisor
Amherst Holdings LLC
10.2021 - Current
- Team Operations Management: Led large teams, conducted performance reviews, one-on-ones, and continuous training to align individual and team goals with organizational objectives, exceeding proposed expectations.
- Performance Optimization & Data-Driven Insights: Redesigned workflows and implemented KPI metrics to track/analyze work volume, headcount and task efficiency.
- Stakeholder Collaboration & Client Relationship Management: Worked with cross-functional teams and external partners to develop and implement effective marketing strategies to ensured alignment with stakeholder expectations while maintaining transparent and timely communication.
- Resource Allocation & Strategic Planning: Used data to optimized resource allocation across teams to meet targets and align with organizational goals, contributing to efficient service delivery.
- Risk Management & Problem Resolution: Identified issues in process/service delivery to create strategies to address and ensure smooth operations and customer satisfaction.
- Continuous Improvement & Innovation: Led process improvements and worked closely with the rest of the management team to encourage practices that boosted efficiency and quality company wide.
Real Estate Specialist
Amherst Holdings LLC
01.2021 - 10.2022
- Updated property management systems with current rental listings and property information of over 40k properties.
- Coordinated residential lease agreements, bulk property purchases, and property ownership transfers.
- Addressed tenant concerns promptly, ensuring timely resolution by coordinating necessary repairs and support services.
- Managed the maintenance and organization of lease and renewal documentation, both digital and physical, for the property management office.
- Verified tenant insurance requirements, processed payments, and handled claims efficiently.
- Ensured a sufficient number of market-ready rental units were available for lease.
- Ensured properties were in compliance with all applicable local, state, and federal regulations.
Cisco Service Support Specialist
Cisco Systems, Inc.
01.2018 - 01.2021
- Resolved customer issues through phone, chat and email, applying complex problem-solving skills.
- Managed contract requests to ensure coverage for Cisco devices, including routers and servers.
- Analyzed contract renewal reports using Excel, applying formulas and tables to identify trends and uncover coverage to report back to asset managers.
- Supported the training of new and old team members over different processes.
Education
Tech Support, Bachelor - IT Tech
C.O.T.E.P.S.I
San Isidro, Heredia 01.2011 - 05.2014
Skills
Time Management
Leadership
People Training & Development
Service/Product Delivery Management
Problem Resolution
Data Analysis
Multitask
Client & Partner Communication
Timeline
Leasing Operations Supervisor
Amherst Holdings LLC
10.2021 - Current
Real Estate Specialist
Amherst Holdings LLC
01.2021 - 10.2022
Cisco Service Support Specialist
Cisco Systems, Inc.
01.2018 - 01.2021
Tech Support, Bachelor - IT Tech
C.O.T.E.P.S.I
01.2011 - 05.2014
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