Ricardo D. Porter
Results-driven Operations professional with 8+ years of experience leading teams, managing logistics, optimizing workflows, and driving service excellence across BPO, logistics, transportation, utilities, and customer operations. Proven ability to manage schedules, payroll inputs, compliance, cross-functional coordination, and performance improvement initiatives.
Adept at translating operational data into action to improve efficiency, adherence, and customer outcomes.
Experience
Dispatcher / Operations Coordinator
BPO Transpo
Coordinate logistics for multiple time-sensitive transportation routes to ensure on-time service delivery.
Create and manage driver schedules while maintaining optimal coverage and utilization.
Track driver hours and attendance for accurate payroll processing and compliance.
Oversee fuel allocation and usage to control operational costs.
Premier Customer Care Associate
IBEX Global
Client: FedEx
Managed priority, freight, and international shipments for enterprise-level shippers.
Resolved delivery issues, disputes, and shipment modifications to meet service-level expectations.
Coordinated pickups, dispatching, and end-to-end shipment logistics across U.S. and international locations.
Acted as a key point of contact between customers and internal logistics teams.
Coordinated utility management for residential properties sold by Opendoor.
Scheduled utility terminations and ensured timely return of customer deposits.
Managed documentation required for ownership transfers and property closings.
Coordinated access for real estate agents and prospective buyers; documented access violations and property issues.
Associate Account Manager
Sutherland Global
Client: Toyota
Managed processes enabling delinquent account holders to bring accounts current.
Structured payment schedules and monitored compliance, issuing alerts for potential infractions.
Supported frontline agents by improving knowledge base processes and customer interaction Workflows.
Team Manager
IBEX Global
Client: AT&T Mobility
Led and supervised a team of customer service agents, ensuring performance and adherence targets were met.
Delivered coaching, performance feedback, and development plans, including Performance Improvement Plans (PIPs).
Monitored schedule adherence (logins, breaks, lunches) in collaboration with Workforce Management.
Partnered with HR and Training teams on hiring, onboarding, and agent development initiatives.
Engagement Coach
Startek
Clients: ASUS / 1-800-Flowers
Supported day-to-day floor operations, workforce scheduling, and queue monitoring.
Conducted call evaluations and provided quality feedback to agents and training teams.
Developed targeted coaching plans and action trackers focused on KPIs and performance improvement.
Provided real-time operational support during client service and operations bridge calls.
Assisted with payroll validation and reporting.
Education
University of the West Indies – Open Campus
Supervisory Management Certificate
Leadership & Team Dynamics
Performance Management & Coaching
Operational Planning & Execution
University of Technology
Pre Engineering Course
Advanced Mathematics
Advanced Physics
Wolmer’s Boys’ School
Caribbean Examination Council (CXC)
English Literature
English Language
Mathematics
Information Technology
Technical drawing
Physics
Biology
Chemistry
Skills
Core Operations Skills
Process Optimization & Continuous Improvement
Analyzed daily operational queues and performance metrics to identify procedural bottlenecks, implementing targeted adjustments that enhanced team efficiency and SLA adherence.
Leveraged quality assurance data and root cause analysis to redesign customer interaction workflows, resulting in clearer documentation and reduced handling times.
Championed continuous improvement initiatives by translating raw operational data into actionable coaching and process updates across cross-functional teams.
Operational Planning, Execution & Daily Oversight
Logistics & Dispatch
Direct daily logistics and dispatch operations, optimizing high-volume, time-sensitive transport routes to ensure seamless execution and 100% on-time service delivery.
Manage end-to-end operational scheduling and resource capacity, aligning driver schedules with demand spikes while strictly monitoring hours for compliance and payroll accuracy.
Oversee real-time queue management and service delivery, proactively identifying and mitigating delivery bottlenecks to protect service level agreements (SLAs)
Team Leadership & BPO Operations
Drive daily floor operations and team execution, monitoring real-time queue metrics and workforce compliance to consistently meet client performance targets.
Orchestrate day-to-day workflow execution, collaborating with Workforce Management to align schedule adherence (logins, breaks, lunches) with operational demand.
Translate strategic operational plans into daily actionable tasks, managing resources effectively to maintain a balanced workload and high service excellence.
KPI, SLA & Performance Management
Monitor and analyze team performance against critical KPIs and SLAs, implementing data-driven coaching plans and Performance Improvement Plans (PIPs) to ensure consistent target delivery.
Establish robust performance feedback loops by leveraging quality assurance metrics and call evaluations to identify and resolve root causes of agent performance dips.
Cultivate a high-performance culture through targeted development initiatives, regular scorecards, and proactive coaching, aligning team execution with client service-level expectations.
Workforce Management, Scheduling & Adherence
Partnered closely with Workforce Management (WFM) teams to monitor and enforce real-time schedule adherence (logins, breaks, lunches), ensuring continuous floor coverage and target service level alignment.
Analyzed shrinkage, intraday performance, and staffing trends to proactively adjust team schedules and minimize service delivery gaps during high-volume periods.
Managed real-time schedule compliance and performance metrics, utilizing data-driven feedback to improve individual agent adherence and team operational efficiency.
Resource & Capacity Planning
Fleet & Asset Utilization (Logistics)
Optimize resource allocation and asset utilization by aligning driver availability, vehicle capacity, and fuel distribution with daily operational volume constraints.
Forecast and manage operational capacity requirements, mitigating bottleneck risks and ensuring lean, cost-effective resource distribution without compromising service delivery.
Oversee critical operational resource controls, including precise fuel allocation monitoring and usage tracking, successfully driving down unnecessary operational expenditure.
Headcount & Personnel Planning (BPO/Leadership)
Partner with HR, Training, and Workforce Management teams to project long-term headcount needs, driving timely hiring and structured onboarding to support volume fluctuations.
Conduct capacity planning and skill-gap analyses across production teams, aligning agent development and cross-training initiatives with upcoming client demand.
Strategically manage workforce capacity and seat utilization, maximizing resource efficiency while sustaining a high-quality talent pipeline.
Logistics, Dispatch & Route Optimization
Drive operational cost savings through precise route optimization, minimizing overall mileage, reducing vehicle wear-and-tear, and lowering fuel expenditures.
Audit and manage key logistics inputs, including fuel allocation and driver hours, implementing tighter controls to prevent waste and protect operational budgets.
Analyze route performance and delivery data to establish baseline efficiencies, introducing continuous improvements that elevate service level agreement (SLA) compliance.
Payroll Tracking, Timekeeping & Compliance
Streamline the payroll reconciliation process by collaborating with Workforce Management to cross-reference real-time login data, schedule adherence, and manual attendance logs.
"Generate detailed labor cost and compliance reports for senior leadership, providing transparency into overtime trends, absenteeism, and resource utilization.
Automate and refine attendance tracking workflows, reducing manual processing times and ensuring seamless data transmission between operations and HR/payroll departments.
Risk Identification, Root Cause Analysis & Issue Resolution
Leverage quality assurance metrics and call evaluations to systematically identify root causes of agent performance dips, executing targeted remediation plans to restore KPI alignment.
Conduct deep-dive root cause analysis on customer friction points, collaborating with training teams to update knowledge base processes and permanently resolve recurring workflow issues.
Cross-Functional Coordination & Stakeholder Communication
BPO & Client Relations
Serve as the central point of contact between clients, frontline operations, and internal support teams (HR, Training, WFM) to align performance goals and execute strategic updates.
Facilitate real-time communication and operational alignment during client service bridge calls, translating technical metrics into clear, actionable updates for stakeholders.
Collaborate with cross-functional leadership to design and deploy updated training materials and knowledge base documentation, ensuring a unified approach to service delivery.
Logistics & Vendor Management
Orchestrate communication across distributed logistics networks, aligning dispatch, drivers, and external vendors to maintain end-to-end supply chain visibility and SLA compliance.
Manage high-stakes stakeholder documentation and workflows, coordinating property access, compliance records, and ownership transfers seamlessly between corporate clients and field personnel.
Proactively mitigate cross-functional friction by establishing clear reporting structures and feedback loops, ensuring real-time resolution of transit or operational constraints.
Certifications
Supervisory Management Certificate
- Leadership & Team Dynamics
- Performance Management & Coaching
- Operational Planning & Execution
- Communication & Legal Compliance