Alfredo Hernandez

Summary

Seasoned Operations Manager and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

12

years of professional experience

Work History

In-Vision Towing Ops Manager

In-Vision

Sacramento California (Remote)

1 2022 - 4 2024

Overseeing and coordinating logistic routes, for automotive recovery services for contracted by insurance companies, and dealerships
Incorporating strategies to fulfill any service that may arise
Adjusting new charges on POs to be billed accurately.
Analyze that all payments were collected in a timely manner
Manage a team of service providers assuring they complete their task on a daily bases
Managing schedules, payroll, vehicle maintenances, dispatches, applications, and making sure vehicles maintenance, insurance and registration are up to date.
Supervised operations staff and kept employees compliant with company policies and procedures.
Developed and maintained relationships with external vendors and suppliers.
Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
Cultivated a positive work environment through open communication channels, encouraging collaboration, and fostering a culture of continuous improvement.
Managed daily operations, ensuring smooth workflow and optimal resource allocation across departments.

Teleperformance Dispute Analyst

Teleperformance

01.2021 - 12.2021

Analyzing bank disputes and filling out disputable charges from not recognized charges from clients who are home based in USA
Provide the information of the dispute with dates for final resolutions according to the type of reported dispute, and collecting the accurate information
Reopen cases if client provides new evidence dispute to have a different outcome to their investigation.

Wipro Technologies Unit Manager

Wipro Technologies

Mexico City, Mexico

12.2018 - 09.2020

Managing KYC AML (Anti Money Laundering) billing, attendance, payroll, monthly reports, and follow ups with client's vendor team, managers, and supervisors
Communication with the mentioned areas was a critical point to maintain our goals in SOW and SLAs that where established
The recruitment of new talent was the key to the operation, by setting up interviews, and personally selecting candidates that best fit qualifications
On-boarding process, and the Background verification.
Assisted in development and implementation of policies, procedures, and regulations for unit operations.
Optimized staffing levels by monitoring unit needs and making data-driven adjustments to scheduling as necessary.
Streamlined daily operations for increased productivity by delegating tasks and supervising staff.
Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
Resolved conflicts among team members quickly to maintain a positive working environment conducive for continued excellence in client care.

American Express Accertify Senior Fraud Analyst

American Express Accertify

1 2014 - 1 2018

Training to the new hires on the entire task that where expected to accomplish
Providing IT support to the area, making sure all applications, CPUs where up to date, and all their tools in the area work properly
Processing chargeback and bank disputes, and update the perimeters in the Fraud prevention area
The result would clearly indicate our areas of opportunity as well as new fraud.
Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.
Promoted a culture of integrity within the organization by fostering awareness of ethical standards and compliance requirements related to fraud prevention.
Evaluated customer data to identify and prevent fraudulent activities.
Tracked fraud cases and monitored trends to develop strategies for prevention.
Performed risk assessments to determine level of fraud risk and prioritize investigations.
Reduced false positive rates in fraud detection by optimizing algorithm parameters.
Tailored fraud detection systems to specific product lines, significantly reducing risk of financial loss.

Teletech / Dish Network Team Lead

Teletech / Dish Network

01.2010 - 01.2014

In charged of a team of 25-35 agents, the task wore to make sure that all metrics are at 100% or above
As well, keep track of the administrative activities such as payroll, vacations, sanctions, attrition reports, up-sell bonus, incentives, and critical decision strategies to succeed as a team
In addition, I have direct contact with our client who is Dish Network USA, who we assure that month after month we will reach our target goals, by setting the expectations, and evolving competitive goals to compete with our competitor sites throughout the world.
Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.

Education

High School Diploma -

Calvine High School, Sacramento California

05.2001 - 05.2000

Associate in Arts and liberal Arts (Communication and Public Relations) -

Cosumnes River College, Sacramento California

Skills

PC

Office

Internet (Advanced level)

Managing personnel

Teamwork

Work under pressure with positive outcomes

Strong communication skills

Adaptation to changes

Microsoft (Excel, Word, Powerpoint)

Interceptas

Zendesk

Navitaire

Swoop

Towbook

Service Sound

New Vision

Six Sigma White Belt certification

Team lead Certified

Logistics Management

Operational Excellence

Scheduling Management

Staff Development

Customer Service

Project planning and development

Problem-Solving

MS Office

Team Leadership

Planning and Implementation

Workforce Planning

Key Performance Indicators

Standard Operating Procedures

Forecasting

Cost Reduction

Customer relations specialist

Project management abilities

Languages

English (Native USA)

Spanish (Native)

Work Availability

monday

tuesday

wednesday

thursday

friday

saturday

sunday

morning

afternoon

evening

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Timeline

Teleperformance Dispute Analyst - Teleperformance

01.2021 - 12.2021

Wipro Technologies Unit Manager - Wipro Technologies

12.2018 - 09.2020

Teletech / Dish Network Team Lead - Teletech / Dish Network

01.2010 - 01.2014

Calvine High School - High School Diploma,

05.2001 - 05.2000

In-Vision Towing Ops Manager - In-Vision