ALONSO ESTEBAN ALVAREZ RUBIO
Mexico City
Summary
I'm a dynamic and results-oriented professional with over 5 years of experience leading teams of various sizes, from 15 to 280 people. My expertise spans across diverse industries such as education, coffee, digital library curation, and service delivery management. I excel at driving efficiency, boosting revenue, and implementing innovative solutions. I have a strong data-driven approach, methodical problem-solving skills, and a passion for music.
As a results-driven management professional, I have a proven track record of leading teams to success. I focus on team collaboration, operational efficiency, and achieving measurable outcomes. I'm adept at strategic planning, process improvement, and fostering a culture of accountability and excellence. My adaptability helps me consistently meet changing organizational needs.
With a solid record of streamlining processes and leading high-performing teams, I'm known for my strong analytical skills and commitment to achieving results. My teams rely on my collaborative leadership and ability to adapt to changing needs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Manager, Service Delivery, OPS Management
TTEC
10.2022 - Current
- Achieved team targets by reducing Average Handle Time (AHT) by 15% and increasing tool utilization by 20%.
- Transformed challenges into opportunities, fostering a culture of resilience and innovation.
- Strategically managed high KPI performance, leading the team to unprecedented success.
- Recognized and spotlighted top performers, fostering a culture of excellence and achieving a 2% weekly KPI improvement.
- Executed a budget optimization strategy, saving $23k to $30k through efficient logistics and vendor audits.
- Ensured timely and cost-effective goods delivery, resulting in a $10k budget saving.
- Consistently exceeded targets, with my Line of Business closing above 100% attainability for two quarters in a row.
- Secured first and second place internationally throughout 2024, continuously improving by learning from our fiercest competitor.
Team Lead
TTEC
02.2022 - 09.2022
- Reduced learning curve by 18% post-customer contact, ensuring stable KPIs across teams.
- Designed and implemented the action plan for remediation teams, solely responsible for the improvement and all actions taken, resulting in bottom performers meeting targets within 2 weeks.
- Improved daily efficiency by 30% through centralized template creation and automated deliverables.
- Consistently ranked among the top 3 teams in the operation, with continuous newcomers joining.
- Enhanced overall management for the Line of Business by proposing action plans and assisting peers with time management.
- Sustained efficiency and occupancy targets by effectively controlling all relevant out-of-office and in-office shrink through motivation, clear communication, and team engagement.
Editor-in-chief
Hot Drink Digital Magazine
01.2019 - 01.2021
- Increased reader engagement by 18% by creating interactive and compelling content.
- Boosted revenue streams through strategic event co-organization, achieving a 12% profit margin.
- Curated and managed the editorial line, ensuring consistent and high-quality content.
Latin to Spanish Supervision Team Member
Labastida Associates
01.2017 - 01.2018
- Developed a formula for efficiency, enhancing daily coverage by 4%.
- Streamlined communication by reducing redundant procedures, making peer-to-peer work easier.
Library Intern
Churchill School and College
01.2017 - 12.2017
- Increased book checkout rates by 14%, transforming casual readers into avid book enthusiasts.
- Developed innovative engagement strategies, resulting in an 85% increase in attendance.
- Surveyed the interests of the population, enhancing the catalog by merging their preferences with classic literature and comic books.
Specialty Coffee Chief of Staff
Alquimia / 7 Café / Amargo / Bueno
01.2010 - 01.2016
- Achieved an 85% customer retention rate by crafting effective satisfaction campaigns.
- Increased revenue by 15% through strategic offerings that outperformed competitors.
- Boosted weekly revenue by 12% by developing successful service strategies.
- Improved productivity by 25% through efficient supply chain management.
- Reduced costs by implementing strategies that saved resources without impacting quality, reinvesting savings in skill practice and training.
Education
Bachelor of Arts - Literature And Linguistics
08.2014
Skills
- Service Excellence
- Collaborative Team Management
- Effective Time Management
- Data-Driven Decision-Making
- Clear Communication Skills
- Critical Thinking for Solutions
- Staff training and development
- Staff management
- Goal setting
- Operations management
- Project management
- Multidisciplinary Team Engagement
Certification
Currently pursuing Project Management and Big Data diploma to enhance skill set and drive innovation in service delivery management. Avid to learn and continuously improve.
Accomplishments
- Increased company savings by 25% through vendor partnership to improve on transportation costs
- Achieved team cohesive approach to deliverables through effectively helping with tracking automatization.
- Improved team efficiency and coverage by 16% through outbound call control.
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Manager, Service Delivery, OPS Management - TTEC
10.2022 - Current
Team Lead - TTEC
02.2022 - 09.2022
Editor-in-chief - Hot Drink Digital Magazine
01.2019 - 01.2021
Latin to Spanish Supervision Team Member - Labastida Associates
01.2017 - 01.2018
Library Intern - Churchill School and College
01.2017 - 12.2017
Specialty Coffee Chief of Staff - Alquimia / 7 Café / Amargo / Bueno
01.2010 - 01.2016
Facultad De Estudios Superiores Acatlan - UNAM - Bachelor of Arts, Literature And Linguistics
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