Customer Service Sales

ALFREDO ALVAREZ

***** ******* ***** ** (H) 713-***-**** (C) 832-***-****

Katy, Texas 77494 e mail: ********@******************.***

OPERATIONS EXECUTIVE

Operational Excellence…Change Management…Strategic Planning…Results Oriented

Accomplished Operations Executive offering a rich history of success implementing change, driving growth, leading turnaround

initiatives, and delivering results across multiple work centers. Action oriented leader with a propensity for consistently delivering results

that exceed expectations. Broad based experience through operations, sales, human resources, customer service, and loss

prevention, 14 years of experience in progressive leadership roles. Thrive in high pressure situations where turnaround is necessary to

drive sales and organizational performance.

Leadership Skills and Core Competencies

Process Improvement Talent Development Strategic Planning

Change Management Due Diligence Data Analysis

Human Resources Performance Management Conflict Management

SELECTED CAREER HIGHLIGHTS

Created and instituted nationally sales programs that resulted in an ensure revenue and profit growth.

Repeated history of transforming underperforming stores and departments to outperforming within 12 months. This has been

accomplished in all aspects, including financial, operational, human resource, and customer service metrics

Commitment to developing and mentoring leaders and managers, resulting in 17 people being promoted to higher levels of

management under my direction.

Reduced shrink and loss for every location I’ve managed, due to extensive due diligence in problem solving and championing

process improvement to become operationally efficient with company standards no matter what the market conditions are.

CAREER AND ACHIEVEMENT SUMMARY

Consultant, May 2007 – Present.

Article I.

Consulting different kind of companies. (Import/Export, Aviation, Auto Dealers, Retails) Developing

Article II.

conceptual strategies, delivering implementation solutions, while still providing “hands on” implementation support .

Perform very broad and very challenging professional and advanced client services tasks to ensure client support and

provide satisfaction through actions to avoid issues, prompt resolution of problems, and develop relationships with clients

through visits and telephone calls. Make recommendations to resolve critical issues and error trends or other recurring

issues; keep clients apprised and notified relating to work status; provide reports and activity logs for management/owners

review; coordinate implementation of solutions; maintain industry and product knowledge to assist in finding creative

solutions; communicate with client staff and understand client internal structure.

Key contributions include:

Deliverance of final results, identifying target markets and product model concept, for fulfillment of legal requirements and final

implementation.

On going performance of multi tasks requires focused concentration for extended time periods to manage projects to meet client

requirements. Satisfactory performance extensive motivation and dedication to assigned clients and highly developed client service

skills and excellent knowledge of client service technology and methodology.

Define client issues, collect data, establish facts, and draw valid conclusions. Responsible for coach, cross train, train, assist, and in

general help as requested and needed

Tex Start Motors Aug 2006 – May 2007 .

Executive.

Chosen to implement change and process improvement overseeing all aspects of motor vehicle retail

Article III.

installment contract collections including delinquency, repossessions, insurance claims, impounds, seizers and

bankruptcies for a portfolio of approximately 1500 contracts totaling approximately 23 million in net balances Implemented

and improved upon best practices for all staffing and training of over 57 people, including hourly and supervisory level

positions, with training emphasis on leadership skills of supervisors.

Key contributions include:

Article IV.

Successful creation of organization and structure for Human Resource department

Significant improvement in all measurable Human Resource metrics, accomplished by creation of efficiencies, process development,

and a commitment to excellence

Established orientation and training programs by driving effective collaboration and team building amongst Departments and

locations.

ALFREDO ALVAREZ Page 2

Article V.

Mid Atlantic Finance. St, Petersburg Fl / Houston Texas. August 2004 – Jul 2006

Article VI.

Promoted to create leadership of operations for a new office in Houston Texas, by developing the collections team and maximizing

efficiencies of its operations. interviewing new candidates, managed office performance, supervising and training a staff of 37 inside

collectors. Portfolio of approximately 11,500 contracts totaling approximately 109 million in net balances . Led a team of two salaried

supervisors and four hourly team leaders in creating an operational process. Promoted to Acquisitions Dept. the implementation of

cultural, organizational, process for a new opening Department in Houston office Training and supervising staff of 11, management,

traveling, underwriting, Contracting, Auditing, verifying and evaluating new purchasing accounts, organized and followed up on all

contracting and daily activities.

Key contributions include:

Successfully implemented new procedures maintained delinquency and repossessions percentage within target goals by a focused

effort on team development, and improving techniques and training to customer service areas

Created a significant upgrade to the supervisory talent and operational effectiveness of the building to create a sustainable, thriving

environment

Article VII.

Rent A Center

March 2000 August 2004 Store Manager St Petersburg, FL

Monitored and ensured total customer satisfaction, account management, and sales skills of all co workers. Created, managed, and

executed plans to increase sales and profit by 6%. Set specific goals for store performance, customer satisfaction, and co worker

development. Provided leadership and guidance to all co workers including selection, training, motivation, evaluation, coaching, and

developing people. Managed the inventory by ordering, receiving, and transferring products to ensure revenue and profit growth.

Managed store performance by reading and analyzing various reports(i.e. budgeting, pencil profit, and store assets). Organized and

followed up on all daily activities including scheduling, store operations, Audits, in/out bound calls, sales, and telemarketing

Key contributions include:

Reversed performance trend from under performing to out performing within four months.

Improved efficiency of space management and product flow by streamlining the replenishment process and building a team to

effectively manage that process

Complete upgrade of under performing replenishment supervisory team

PULPOS GROUP CORP

February 1994 April 2002 Owner Miami, FL

Founded company in Venezuela and in United States in association with Nico’s Intl. Business Consultant to South American

companies . Assisted in development of their sales and logistics for their products. Created, managed, and executed plans to increase

sales in U.S. and Caribbean. Recruited and hired to improved the profitability, merchandising, and operations of all products areas.

Maintain vendor contracts and monitor vendor expenses versus agreements. (Budget Control by Department ) Compared economic

data to determine the most cost effective and profitable location and timing of production. Vendor relations and Customer Relations.

Analyzing operational costs, risks and opportunities; based on findings. Analyzed financial statements and pertinent information to

determine creditworthiness of prospective customers. Developed staff of 35 team members in operational and merchandising

procedures to drive sales while delivering great guest satisfaction and job performance.

Key contributions include:

Outperformed sales percentages by 7% by analyzing under performing departments, developing the leadership teams and

maximizing utilization of resources.

FUNDACION AL PIE DEL AVILA

May 1989 December 1996 Caracas

Administrative Auditor/ Project Manager for The Governor of the City of Caracas (DF). Responsibilities included personnel management,

planning, and financial proposals. Administrative evaluation of contractor public works through a bid process. Supervise contractual

commitments and work operations for the Governor Agencies, Counties and Municipalities . Evaluation and estimate in the budget

execution. Monthly program reports; coordinating grant financials; assisting with the annual budget process. Control of manpower

records, daily timesheets, Received and process completion field work form and Process vendor invoices, monthly bills, Maintain vendor

contracts and monitor vendor expenses versus agreements in order to make accurate and keep budget under control.

Key contributions include:

Trained and mentored Directors, Office managers and field managers/supervisors, Project Managers from five Counties on

improving management techniques, resulting in an average savings increase of $180,000 per Counties, and $3.5 million for the

Governor State Office.

Effective analysis as General Controller/Auditor Management captain identifying bid opportunities, resulting in hundreds of

thousands of dollars in savings for State Governor Office.

Consistently outperformed my peer groups and Governor expectations in every county and Municipality I’ve managed resulting in

incremental savings $100k $700k annually, achieved by improving operational effectiveness, a personal commitment to excellence,

creating productivity gains, and a reduction of loss due to shrink and inefficiencies.

ALFREDO ALVAREZ Page 3

EDUCATION

Article VIII.

I.U.P.F.A.N – Caracas Venezuela

Master of Business & Administration

Resources, Strategies & Logistics management.

1987 1989 ( 3.7 GPA )

I.U.N.P. New Professions University Institute.

Bachelor of Business & Administration (B.A. Equivalent) 1985 1987

BROKKDALE Community College New Jersey, USA

Business and Administration 1983 1985

Saint Joseph’s University Philadelphia, PA. 1983.

ELS English.

Victegui Military School Los Teques – Venezuela

High School Degree.1977 1981

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