Crispin Daza

As Director of Operations and Recruitment, I lead the strategic oversight of daily operations, financial control, and workforce management to ensure maximum efficiency and profitability. I successfully increased company margins by 35-40% through the restructuring of provider payment systems and implementation of a tiered rate model. I also developed automated workflows using Make, Google Sheets, Slack, BookingKoala, and OpenPhone, streamlining communication, improving visibility, and reducing manual workload across teams. Additionally, I redesigned the recruitment and onboarding process, introducing a dual-shift system and standardized documentation practices that strengthened hiring capacity and reduced operational coverage gaps across multiple regions.

Operations Coordinator with experience in field activity supervision, ensuring the safety and security of assets and personnel and strict adherence to protocols. Demonstrated ability in real-time problem resolution for field staff and in monitoring agent performance. Responsible for tracking and managing the scheduling system, data entry and maintaining detailed records, and reviewing and approving operational reports to ensure the smooth and efficient flow of operations.

Customer Service and Resolution Specialist experienced in the comprehensive management of furniture orders, from dispatch and tracking to scheduling appointments and communicating Estimated Times of Arrival (ETAs). Proficient in handling a wide range of customer service scenarios, resolving inquiries, and as part of the Resolutions team, managing escalated cases. Skilled in applying administrative procedures and company policies to ensure customer satisfaction and service excellence, with a strong focus on meeting key performance indicators (KPIs)/metrics through calls and emails.