Octavio Domínguez Malváez

AVIS Budget Group

Managed team and provided effective guidance, responsible for supervising, managing and motivating team members.

Ensure smooth team operations and effective collaboration within and supporting areas.

Responsibilities

• Created an inspiring team environment with an open communication culture
• Set clear team goals, oversee day-to-day operation
• Monitor team performance and report on metrics
• Recognize high performance and reward accomplishments
• Knowledge of performance metrics
• Assisted in the recruitment process, ensuring selection of candidates

ATT

• Improved customer relations with empathetic and understanding approach to collections.
• Negotiated payment plans for improved revenue collection.
• Monitored overdue accounts closely leading to quicker resolutions in outstanding payments.
• Resolved customer complaints swiftly, enhancing overall service satisfaction levels.

Chime/ JP Morgan Chase.

Responsible for the day-to-day supervision of a group between 15 to 20 agents. Ensure performance metrics are achieved by providing adequate coaching, motivation, accountability and payroll. Required to oversee CSAT and responsible for de-escalation to improve customer and company relation.

Responsibilities

• Coordinated shift schedules to ensure full coverage during peak times.
• Maintained high levels of customer satisfaction through effective problem resolution.
• Motivated team members to exceed personal performance goals for enhanced productivity and cover staff opening.

Aeromexico Social Media

January 2019-December 2020

Manage 10–15 community managers, focusing on social media activities (SS dashboard, customer emails, internal emails), KPIs performance, and NPS improvement. Resolving escalations, driving continuous improvement, and fostering employee engagement.

Responsibilities

• Proficiency in Salesforce management tools and strong adaptability.
• Alleviated customer complaints, reducing escalations to management.
• Increased efficiency with development and implementation of new policies.
• Prepared detailed reports on team performance, identifying areas for improvement.

Aeromexico Call Center (Teleperformance/ Telvista)

Work with the two BPO for Customer Service calls, email, Flight call backs, PROFECO and COBUS LOB.

Responsibilities

• Provide process and procedure training to BPO team
• Participate in quality calibration and continuous improvement sessions
• Analyze BPO KPI
• Assist with talent acquisition interviews
• Authorize billing and incentives monthly