Alfredo Guillén

Award-winning Head of Technical Support

• Recognized as the Best Support 2024 by G2, for leading
  innovative and customer-focused technical support teams.
  Managed a diverse portfolio of technical support
  departments, covering payment devices, network
  infrastructure, printers, stations, and metro support
  operations, including VIP and Vietnamese language
  support.
• Transformed Customer Satisfaction (CSAT) from 1.9 to 4.7
  stars within three months, maintaining 95% client satisfaction
  over nine months by fostering a culture of continuous
  improvement.
• Championed a experience-centric approach, emphasizing
  accountability, innovation, and continuous improvement in
  all strategies and initiatives.
• Collaborated with cross-functional teams to drive alignment
  and efficiency.
• Partnered with product teams to develop and execute
  go-to-market strategies for innovative products, including
  the WorldPay customer hardware for restaurants and the
  A800 retail terminal.
• Drove software configuration enhancements to streamline
  support operations and boost efficiency, implementing
  strategic contact deflection measures to reduce customer
  effort.
• Orchestrated resource allocation and workload
  management.
• Nurtured professional development and growth.

• Inspired a culture of excellence, leading a team to achieve
  top performance in quality, efficiency, productivity, and
  compliance, and recognized as the top team in Q1 and Q2
  2023.
• Developed and mentored associates and leadership teams
  to foster professional growth and maximize potential,
  resulting in a 30% increase in KPIs.
• Collaborated with cross-functional teams for effective
  stakeholder management and seamless CRM migration,
  ensuring a smooth transition to a new internal customer
  service system.
• Pioneered the SMEs program, enhancing top-performing
  agents through continuous improvement.

• Developed business plans for diverse operating models,
  aligning them with organizational goals and identifying
  growth opportunities through trend analysis.
• Played a key role in SaaS optimization, analyzing user
  feedback for product enhancements and collaborating with
  cross-functional teams.
• Executed tech projects focused on process optimization,
  using CRM systems to track customer needs and improve
  satisfaction.
• Built strong client relationships to foster long-term
  partnerships and align strategies with key stakeholders.

• Scaled revenue from $1M to $6M in two years by
  implementing strategic initiatives, conducting business
  reviews, and leveraging sales projections and P&L analysis to
  inform decision-making.
• Collaborated with franchisees, suppliers, and crossfunctional teams to drive business success and capitalize on
  market trends, leading to successful franchise expansion into
  Mexico and the USA while maintaining operational
  standards.
• Managed diverse teams across business models such as
  Restaurant-Bar, Retail, and E-commerce, overseeing the
  opening and management of 10 business units in Mexico,
  Peru, Argentina, and the USA.