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Hi, I’m Eric Perez. I’m a customer-focused operations leader blending frontline service with strong team leadership to drive consistent outcomes, trust, and long-term client retention. I bring compliance awareness, emotional intelligence, and a data-driven mindset to improve CSAT, SLA performance, and cross-channel support quality.…

Eric Perez

Project Manager, Content Producer, Content Designer, +2

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Hi, I’m Eric Perez. I’m a customer-focused operations leader blending frontline service with strong team leadership to drive consistent outcomes, trust, and long-term client retention. I bring compliance awareness, emotional intelligence, and a data-driven mindset to improve CSAT, SLA performance, and cross-channel support quality.…

Available to hire

Hi, I’m Eric Perez. I’m a customer-focused operations leader blending frontline service with strong team leadership to drive consistent outcomes, trust, and long-term client retention.

I bring compliance awareness, emotional intelligence, and a data-driven mindset to improve CSAT, SLA performance, and cross-channel support quality.

Skills

Leadership

CRM

Data Visualization

Experience Level

Leadership

Expert

CRM

Expert

Data Visualization

Intermediate

Language

English

Fluent

Work Experience

Self-Employed – Customer Service & Operations Lead at Self-Employed

January 1, 2019 - Present

Led daily operations for a client-facing reselling business, ensuring service quality and workflow consistency. Trained and coached assistants on customer communication standards, CRM documentation, and issue resolution. Served as escalation point for complex client concerns, protecting relationships and brand reputation. Maintained accurate customer records, inventory tracking, and transaction compliance. Introduced process improvements that increased repeat business and reduced response time.

Digital Content Moderator at TaskUs

July 1, 2017 - November 1, 2019

Moderated user-generated content to ensure adherence to platform guidelines and regulatory standards. Consistently met productivity and quality benchmarks in a high-volume environment. Documented decisions clearly to support audits and continuous improvement.

Call Director at Volt Technical

January 1, 2014 - July 1, 2017

Managed inbound call routing and scheduling while delivering high-quality customer interactions. Safeguarded sensitive customer data in accordance with privacy requirements. Achieved KPIs for AHT, QA, and customer satisfaction.

Loan Servicing Specialist II at Bank of America

January 1, 2013 - January 1, 2014

Resolved loan discrepancies while ensuring compliance with federal and state regulations. Partnered with legal teams on bankruptcy documentation and case processing.

Customer Service & Operations Lead at Self-Employed

January 1, 2019 - Present

Led daily operations for a client-facing reselling business; ensured service quality and workflow consistency; trained assistants on customer communication standards, CRM documentation, and issue resolution; acted as escalation point; maintained accurate customer records, inventory, and transaction compliance; implemented process improvements driving repeat business and faster responses.