Axel Alejandro Alcocer Medellin
Monterrey, NL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
25
25
years of professional experience
Work History
Contact Center Manager BPO
Teleperformance
10.2020 - 03.2023
- Efficient management of day-to-day contact centre operations through appropriate coordination of all involved areas (TI, HR, CRM)
- Key achievements: Monthly top performer for 2 consecutive years according to company's scorecard against other vendors. (NPS, QA, AHT, %Attention Rate, Attrition).
- Other achievements: Consistently managed additional 250 Off-City Agents across country.
Director of Contact Center Operations
Dialect
10.2018 - 02.2020
- Recruited, managed, developed and trained staff, set and monitored objectives, conducted performance reviews and verified contract compliance, developed internal team relationships and coordinated performance.
- Created highly desirable work environment by motivating, engaging and developing high performing leaders.
- Key Achievements: Implemented a COPC focused working methodology. Commercial and business development contributions for 100% billing increase.
New Enrollments Director
Universidad Tecmilenio
05.2017 - 10.2018
- Responsible for recruiting new students for online campus.
- Managed in-house contact centre for prospecting and enrollment activities
- Managed three external contact centre providers and three digital marketing agencies
- Key achievements: Implemented an operational model that increased enrollments and reduced costs. 15% and 20% respectively.
Director Of Contact Center Operations
Callcom
10.2014 - 05.2017
- Managed day-to-day operations for the various clients, which included sales, collections, customer service and technical support programs.
- Key achievements: Growing business from 50 to 550 consultants in 12 months, increasing operational profitability and monthly billing by up to 300%.
National Telemarketing Manager
Axtel
06.2012 - 09.2014
- Managed Domestic telemarketing sales of AXTEL triple play products (Telephony, Internet and TV).
- Key Achievement: 15% increase in sales volume and 10% increase in contribution margin.
- Other achievements: Standardize processes, establish continuous improvement practices in operations, quality and training, increase customer satisfaction (NPS and FCR).
Contact Center Operations Manager BPO
Marcatel
11.2003 - 06.2012
- Contact center management, ensuring profitability. Management of Sales, Customer Service, Collections and Technical Support campaigns.
- Key Achievement: Retained 95% of customers, increased profitability and revenue by 30%.
- Other Achievements: Certification of Contact Center in NECC standard, implementation and design of KPI's, design and implementation of Service Level Agreements (SLA's).
Inside Sales Manager
Teleperformance
05.1998 - 11.2003
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Managed 850 sales specialists by coaching on effective sales techniques, monitoring performance and offering helpful feedback.
- Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Key Achievement: Increased billing by 15%.
Education
BBA - Business Administration
Universidad Valle De Mexico
Monterrey08.2012
High School Diploma -
Oconee County High School
Atlanta, GA08.1996
Skills
- Customer Relationship Management
- Contact Center Operation
- Client Relationship Management
- Leadership
- Management and personnel development (high performance team building)
- Commercial experience
- Quality assurance
Accomplishments
- First Place (Gold) in the National Award of Excellence in the company-client relationship in the category of Human Talent at Manager Level (above more than 25 managers from companies such as GNP, American Express, CFE, Coca Cola, DHL, HSBC, among others).
Languages
English
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Contact Center Manager BPO
Teleperformance
10.2020 - 03.2023
Director of Contact Center Operations
Dialect
10.2018 - 02.2020
New Enrollments Director
Universidad Tecmilenio
05.2017 - 10.2018
Director Of Contact Center Operations
Callcom
10.2014 - 05.2017
National Telemarketing Manager
Axtel
06.2012 - 09.2014
Contact Center Operations Manager BPO
Marcatel
11.2003 - 06.2012
Inside Sales Manager
Teleperformance
05.1998 - 11.2003
BBA - Business Administration
Universidad Valle De Mexico
High School Diploma -
Oconee County High School
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