Jose Alfonso

Strategic Planning
- Develop and implement strategic plans to improve operational efficiency and effectiveness.
- Align operational strategies with overall business goals.

Operational Management
- Oversee daily operations to ensure smooth and efficient functioning.
- Manage and optimize workflows and processes.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

Team Leadership
- Lead and manage teams, including recruitment, training, performance management, and development.
- Foster a positive and productive work environment.

Client Relations
- Maintain and build relationships with clients.
- Ensure client satisfaction by addressing issues and providing solutions.
- Regularly communicate with clients to understand their needs and expectations.

Financial Management
- Oversee budgeting, forecasting, and financial planning.
- Monitor expenses and optimize costs to maintain profitability.

Quality Assurance
- Implement quality control measures to ensure high standards of service delivery.
- Conduct regular audits and assessments to identify areas for improvement.

Risk Management
- Identify and mitigate operational risks.
- Develop and implement contingency plans to address potential disruptions.

Technology and Innovation
- Stay updated with industry trends and advancements in technology.
- Implement new technologies and processes to enhance operational efficiency.

Compliance and Reporting
- Ensure compliance with industry regulations and standards.
- Prepare and present operational reports to senior management.

Continuous Improvement
- Foster a culture of continuous improvement.
- Encourage innovation and the adoption of best practices across the organization.

- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.

• Lead of four different projects with over six different LOBs between AutoFinance Collections/CS, Health care CS/CX, BackOffice
• Ability to demonstrate achievement of results e.g
• Business improvements, cost savings, revenue generation
• Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets
• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments
• Supporting projects deployment along head of departments
• Establish a high standard for productivity, quality, customer service as well as define user guidelines
• Develop company systems for customer interaction and voice response and control the implementation process
• To proactively maintain regular engagement with key client contacts in line with client expectations
• Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures
• Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
• To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
• The continuous identification implementation of operational best practice through interaction with the wider team
• Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan
• Selecting, effectively managing and coaching Operations Managers
• Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business
• Manage and develop the operational client relationships by consulting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
• Identifying and highlighting further opportunities for services and process improvements.

• Monitor call center employees to ensure they provide customer service conforming to company guidelines
• Provide reports on call center performance for the operations team and center managers
• Provide employees with training and coaching to help them improve their skills
• Track the performance of employees to identify trends and make sure they meet sales and performance goals
• Make sure call center employees provide complete and accurate information to callers
• Generated a succession plan for the team (6 promotions)
• Multiple workshops provided to operations in terms of coaching development and approaching
• Provides actionable data to various internal support groups as needed
• Coordinates and facilitates call calibration sessions for call center staff
• Prepares and analyzes internal and external quality reports for management staff review.

• Selling home warranties to customers from Sears Holding, wholesaler stores on the U.S
• Offering home remodeling via phone, gathering data effectively to be contacted afterwards
• Perfect attendance and adherence to schedule
• Employee of the month three times in a row
• Tear one member, most effective sales team.

• Providing technical support via phone/chat for different LOBs
• Cross-selling with defines targets individually
• Perfect attendance and adherence to schedule
• Employee of the month five times in a row
• VIP Sales team, most effective sales team.