Mario Benjamin Flores Alvarez
Síntesis profesional
Deputy Director currently on duty, dynamic Workforce Manager at AT&T U.S. with a proven track record of enhancing productivity and reducing attrition by 21%. Skilled in data-driven decision making and fostering collaborative environments while creating strong sense of accountability. Expertise in training and implementing process improvements, driving significant savings and operational efficiencies. Bilingual communicator dedicated to employee engagement and organizational growth.
Información general
2
2
Languages
10
10
years of professional experience
Experiencia laboral
Deputy Director General
Café Rosa Marquesita
Monterrey NL. , México
2026.03 - Current
- Creation and implementation of Standard Operating Procedures (SOPs)
- Creation and implementation of onboarding programs for new personnel.
- Disciplinary Path design and implementation
- Operational and administrative training for branch managers.
- Structuring of recruitment plans and interview processes.
- Re-evaluation of operational processes and portion controls for expense analysis
- 1-on-1 meetings with managers for problem resolution and goal tracking.
- Monitoring and reconciliation of inventories.
- Evaluation of purchasing costs and branch supply distribution.
- Handling of employee dismissals and resignations
- Weekly staff scheduling for all branches according to business needs
- Reviewed reports, recommendations and requests from subordinate leadership.
Workforce Manager
AT&T U.S.
2019.03 - 2025.10
- 580+ Employee Designation.
- Yield increased by 6% by reducing absenteeism rate from 7% down to 2.6% EOY.
- Promoted organizational growth, increasing profit margins by reducing attrition percentage from 33% down to 12 %.
- Attrition development plans (15M+ USD EOY Savings)
- Disciplinary Action Implementation (Suspensions, code of business conduct violation reports).
- Data Analysis applied to KPI´s improvement.
- Work Adherence refreshment for management.
- Coaching 1 on 1 investigatory meetings.
- Payroll management and inquiries, attendance reports.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Spearheaded process improvement efforts leading to greater efficiencies in daily operations and reduced overhead costs.
- Coordinated cross-functional teams in the execution of large-scale change management projects, ensuring seamless transitions for all stakeholders involved.
- Maintained compliance with industry regulations by implementing policies and procedures that adhered to legal requirements.
- Conducted regular performance evaluations, providing constructive feedback and career guidance to employees.
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
- Facilitated strong relationships between management and employees through open communication channels, promoting a positive work environment.
- Reduced employee turnover rate by designing effective retention strategies that addressed common pain points.
- Managed large-scale projects with cross-functional teams, effectively meeting deadlines and staying within budget constraints.
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
- Implemented new software systems to automate manual processes, reducing errors and increasing efficiency.
- Improved workforce efficiency by implementing data-driven scheduling and workload balancing.
DTV & U-VERSE Back Office
AT&T U.S.
2019.01 - 2019.04
- Dispute management, analysis and outcome determination.
- training sessions and follow up for new personnel.
- Escalation outbound calls to disputing customers.
- Billing disputes and resolution.
- Manual account Suspension/Cancellation/Restore
- CPE Escalations (Damage to customer´s property during installations)
- Translation Calls
- Selected to ramp up new LOB U-verse T3 (2 OUT OF 100+ candidates)
C&C Customer Advocate
AT&T U.S.
2017.12 - 2019.01
- Customer service/Collection inbound calls.
- Floor support for new employees
- Management escalated calls
- Action Plan Implementation for BPS/KPI´s betterment
- Contributed ideas for process improvements that led to reduced wait times for customers seeking assistance over the phone or via email/chat platforms.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Elevated levels of employee engagement by introducing new training opportunities and resources for professional development.
English Teacher
Harmon Hall
2016.02 - 2017.12
- Kids/Adults classes, from basic to advanced conversation.
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
Estudios
Bachelor of Business Administration - Social Sciences
Universidad Tres Culturas
Miguel Hidalgo2019-08
International Trading - Social Sciences
Instituto Politecnico Nacional
Casco Santo Tomás, México2017-08
Teaching Knowledge Test Band 3 in All 3 Modules - English Language Teaching (ELT)
University of Cambridge
Tlalnepantla, Mexico2017-08
Computer Science - Engineering And Physical-Mathematical Sciences
IPN CECyT 8 Narciso Bassols
Azcapotzalco2015-08
Competencias
Training creation and implementation
Integrity-flexibility balance
Collaborative nature
Customer service
Communication skills
Microsoft Office
NICE IEX Software
Difficult conversations
Creating sense of accountability
Training experience and expertise
Bilingual (Completely fluent speaking)
Data driven decision making
Languages
Spanish
First language
English
Experto (C2)
Personalizado
Nice IEX WFM
Cronología
Deputy Director General
Café Rosa Marquesita
2026.03 - Current
Workforce Manager
AT&T U.S.
2019.03 - 2025.10
DTV & U-VERSE Back Office
AT&T U.S.
2019.01 - 2019.04
C&C Customer Advocate
AT&T U.S.
2017.12 - 2019.01
English Teacher
Harmon Hall
2016.02 - 2017.12
Bachelor of Business Administration - Social Sciences
Universidad Tres Culturas
International Trading - Social Sciences
Instituto Politecnico Nacional
Teaching Knowledge Test Band 3 in All 3 Modules - English Language Teaching (ELT)
University of Cambridge
Computer Science - Engineering And Physical-Mathematical Sciences
IPN CECyT 8 Narciso Bassols