Paula Alvarez
Bogota
Summary
Exceptionally broad-based senior-level executive with more than 20 years of experience in operations in the Call Center industry, both in-house and BPO operations with proven success in client relations and portfolio management and growth.
Proven success delivering quality and profitability improvements to multi-million-dollar nearshore shared service/ contact center operations with expertise in banking and financial services along with telco, able to translate corporate vision and mission into concrete, feasible strategic plans and provide strong leadership for their implementation.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Vice President of Client Services
KM2 Solutions
Remote
02.2023 - Current
- Manage relationship with highest revenue portfolios enterprise wide,
- Directed and coordinated products, services and sales activities.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Supported sales team members to drive growth and development.
- Identified opportunities for innovation and process reengineering for business transformation
Director Client Executive
Sutherland Global Services
Toronto
09.2019 - 12.2022
- Successfully grew existing portfolio´s revenue from $3.8M to $24M in 2.5 years.
- Identified new business opportunities and strengthened partnership with clients
- Expanded client´s footprint for global and multi-language support
- Identified opportunities for innovation and process reengineering for business transformation
Director of Site Operations
Sutherland
Barranquilla
12.2016 - 09.2019
- Managed business operation with 1500 employees site generating $50+M in yearly revenue.
- Contributed to organizational initiative to achieve revenue, budget, and other targeted goals.
- Fostered strong relationships with existing and prospect clients
- Supported community outreach initiatives by partnering with local organizations.
- Streamlined operational efficiencies by coordinating staff development and succession planning.
Senior Manager Canadian Banking
Scotiabank/ GSGlobales
Bogota
09.2015 - 12.2016
- Developed and maintained client relationships to grow business and improve account retention.
- Contributed to organizational strategic direction to improve products and services.
- Led development of company-wide priorities by implementing operating cadence to manage business performance.
- Worked with management team to develop operational goals aligned with business strategy.
Director of Operations
Teleperformance
Bogota
04.2014 - 09.2015
- Developed and maintained client relationships to grow business and improve account retention.
- Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
- Led development of company-wide priorities by implementing operating cadence to manage business performance.
- Worked with management team to develop operational goals aligned with business strategy.
WFM Manager
Convergys
Bogota
03.2011 - 06.2013
- Consistently monitored strategic objectives and values for company-wide message delivery.
- Cultivated internal relationships with employees to ensure optimal service levels, attrition and quality.
- Created workforce planning and development models for quarterly scheduling and processes.
- Coordinated work schedules and distributed tasks to + 1000 employees in dispersed geographies.
Collections Manager
Wells Fargo
Lake Mary
06.2005 - 06.2009
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Developed and improved procedures for collection of past due amounts.
- Led Collections teams and processes for portfolios resulting in the optimal receivables performance through the day–to–day leadership and direction to Collection Leaders
- Reduced losses by restructuring collections strategies
- Introduced soft skills to improve collections efficiency and processes
Account Supervisor
JP Morgan- Chase
Lake Mary
02.2000 - 04.2005
- Drove account growth, client satisfaction and retention to deliver business results in collaboration with executives.
- Hired and trained support staff with Disney care standards and procedures to replicate Disney CX experience from the contact center banking environment.
- Monitored projects, disseminated information and answered concerns in order to cultivate and strengthen client relationships.
- Partnered with account team to drive long-term account planning, growth and success.
Music Teacher
Government of Buenos Aires
Buenos Aires
08.1991 - 12.1996
- Maintained students' progress by evaluating and adjusting strategies.
- Mentored individual students by taking creative approach.
- Designed and implemented curricula to challenge students and encourage excellence.
- Interfaced with parents to discuss student progress and resolve conflicting educational priorities.
Education
MBA - Business Administration
University Canada West
Vancouver, BC09.2022
Bachelor of Arts - Music Education
Music Conservatory
Buenos Aires, Argentina12.1993
High School Diploma -
Escuela Normal
Buenos Aires, Argentina03.1991
Skills
- Client Services
- Business Development
- Profit and Loss Management
- Change and Growth Management
- Profitability Assessments
- Problem Solving
- Digital Sales
- Operations Management
Languages
English
Full Professional
Spanish
Native/ Bilingual
Certification
- Digital Marketing, Digital Marketing Institute -2022
- Social Media content moderation & Analytics, Sutherland Academy of Excellence - 2020
- Design Labs, Sutherland Academy of Excellence, 2020
- Analytics and Research, Sutherland Academy of Excellence, 2020
- Platform Solutions, Sutherland Academy of Excellence, 2019
Timeline
Vice President of Client Services
KM2 Solutions
02.2023 - Current
Director Client Executive
Sutherland Global Services
09.2019 - 12.2022
Director of Site Operations
Sutherland
12.2016 - 09.2019
Senior Manager Canadian Banking
Scotiabank/ GSGlobales
09.2015 - 12.2016
Director of Operations
Teleperformance
04.2014 - 09.2015
WFM Manager
Convergys
03.2011 - 06.2013
Collections Manager
Wells Fargo
06.2005 - 06.2009
Account Supervisor
JP Morgan- Chase
02.2000 - 04.2005
Music Teacher
Government of Buenos Aires
08.1991 - 12.1996
MBA - Business Administration
University Canada West
Bachelor of Arts - Music Education
Music Conservatory
High School Diploma -
Escuela Normal
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