Experienced Bilingual Call Center Leader

Manuel A lvarado

Experienced B ilingual C ontact C enter P rofessional

San Y sidro, C A 9 2173

(619) 3 17 - 4 183

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PROFESSIONAL SUMMARY

Led s uccessful a nd h igh p erformance c all c enter t eams, i n t he U S a nd M exico. Managed the conversion of acquired customer support and contact centers into the c ompany.

Reorganized, c onverted, i mproved a nd e xpanded e xisting c ontact c enters. Implemented automated workforce scheduling, training and quality management systems.

Developed/instituted policies, processes, and regulations for efficient & effective call c enter o perations.

Created & implemented specific measures of performance, quality assurance and productivity.

Designed and introduced new call center administrative and compensation programs.

Managed Client and Account Relationships for long term, stable partnerships, facilitating t heir g rowth.

Conducted Outsourcing and Technology RFI and RFP processes from the provider and c lient p erspective.

EXPERIENCE

Renovate A merica, S an D iego, C A Q A &Ops Manager MAY 2 014 - J UL 2 017

Helped the Program Services team during startup, facilitating a growth of 300% in 18 months. Developed organizational structure, processes, and methods.

Led implementation of call center practices, policies, technology, and strategic growth efforts. Organized a new conditions process to increase the company’s underwriting d ecision r ates t hrough p roactive p rospect c ontact a nd s upport. DIRECTV, L os A ngeles, C A S r.Manager,Direct Sales FEB 2 008 - N OV 2 013

Led the development of performance measurements and automation of call center s ales p erformance s corecards a nd d ashboards. Provided strategic leadership for Direct Consumer Sales and Sales Support. SKILLS

Spanish

Operations

Direct S ales

Sales S upport

Customer C are

Client M anagement

Project M anagement

Strategic C onsulting

Workforce M anagement

Business A dministration

Call C enter T echnologies

EDUCATION

Master o f A rts

Organizational

Management

University o f P hoenix

Dallas, T X

2001 - 2 003

Bachelor o f S cience

Business

Administration

Baker U niversity

Overland P ark, K S

1994 - 1 998

Market s cope i ncluded t he g eneral U S m arket a nd U S H ispanic m arket. Managed o utsourced c all c enter p artners w ith l ocations i n t he U S, a nd a broad. Provided Strategic and Operational Consulting in the search, evaluation, and launch o f o utsourced c all c enter p artners. Sigue C orp, T ijuana, M X M anager,Operations JUL 2 006 - N OV 2 007

Managed the call center site of the Sigue Corporation, successfully handling the e ntire c ustomer c all v olume o f t he c ompany. Directed s ales a nd c ustomer c are o perations i n S panish. Hispanic T eleservices, M onterrey, M X D irector,Operations SEP 2 003- J UN 2 006

Directed the operations of multiple sites in Mexico, providing outsourced call center s ervices t o U S c orporations. C alls c onducted i n S panish a nd E nglish. Improved o perational e fficiency a nd l ed e xtensive g rowth. Alliance D ata, D allas, T X D irector,Project Planning JUL 1 998 - F EB 2 003

Led a project management team focused on call center projects which included new call center launch, new client launch, new or upgrade of technologies, c all c enter d ownsizing a nd a cquisition. Ran call center operations in English and Spanish for US satellite television consumers.

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