Yasser Alvarez

Experience

• 

  Global Medical Training

  Mar 2013 - Jan 2014

  Coordinating the logistics to successfully providing medical care to communities in need. Managing medical staff and translators. Worked for Global Medical Training as a medical interpreter for med students from USA and Canada as well for local doctors.

  • Guide Assistant

    Jan 2014 - Jan 2014

  • Medical Interpreter

    Mar 2013 - Jan 2014
• 

  Sitel

  Sept 2015 - Oct 2017

  Customer Care Advocate

  Providing great level of customer service to customers for a top retail industry that distributes luxury goods and brands

• 

  Concentrix

  Oct 2017 - Oct 2019

  Tech Support Lead

  Leading software and tech support agents to deliver a great customer service experience and coach their skills and abilities. Being the first line of support for my team.

• 

  Ibex

  Nov 2019 - now

  As an experienced Operations Manager in the BPO industry, my responsibilities include overseeing and optimizing day-to-day operations, managing teams, and driving performance excellence. I strategize, implement efficient processes, ensure quality service delivery, and foster a positive work culture. I analyze data, identify areas for improvement, and collaborate with cross-functional teams to achieve operational goals. My role is to lead, inspire, and continuously enhance operational efficiency in line with business objectives. Show less > Develop, implement, and review operational policies and procedures> Provide development to my team through coaching and constant support.> Help promote a company culture that encourages top performance and high morale.> Planning and strategy decisions> Identify and address problems and opportunities for the company.> Perform quality controls and monitor production KPIs> Recruit, train and supervise staff> Find ways to increase quality of customer service Show less Leading a team of high skilled technical support and customer success agents to provide support to a top SaaS providers in USA. Assisting their customers with their technical inquiries, day to day tasks through various platforms like Salesforce and Confluence. Providing professional development to my team, overseeing the KPI of our program through data analysis and ensuring meeting the goals for our client and company. >Responsible for the day-to-dayoperations of the team of customer contactagents>Drive achievement of key performancemetrics (CSAT, quality) of the team>Leading the employee engagement and satisfaction of the account. Show less

  • Operations Manager

    Jun 2023 - now

  • Interim Operations Manager

    Dec 2022 - Jun 2023

  • Customer Care Team Manager II

    Nov 2021 - Dec 2022

  • Customer Care Team Lead

    Jul 2020 - Nov 2021

  • Tech Support Representative

    Nov 2019 - Jul 2020