Alan Villarreal Sr. Operations Manager/CSM/PMO/Account

Project Manager

Regex SEO

Dec 2021 - Jun 2022 (7 months)

Maintained relationships with material 10 vendors to lower costs and diversify capabilities. Met project deadlines without sacrificing build quality or workplace safety. Updated operational methods and oversaw accounting procedures for improved efficiency. Developed and initiated projects, managed costs and monitored performance. Modified and directed project plans to meet organizational needs. Achieved project deadlines by coordinating with contractors to manage performance. Led project teams through design, construction and launch process.

Sr. Operations Manager

Tata Consultancy Services

Apr 2021 - Current (5 years 1 month)

Manager of operations for different projects with more than 500+ people, working directly with training, QA, and leaders of operations. Having extensive and effective communication with clients in US and International fund companies. °Daily/Weekly/Monthly with onshore and offshore teams delivering the Status of process and production that we are responsible for, ensuring that KPIs are on goal or exceeding and never missing any SLAs °Staff managing on my teams to ensure optimum productivity, attendance, development plans, billing, and completion of tasks or processes. °Working with Clients, PMOs, or Directors to develop new and improved work procedures and policies to improve our team's efficiency, accuracy, and delivery time. °Training new

V

Enterprise Account Manager

VIPRE Security Group

Jun 2020 - Apr 2021 (11 months)

Provided executive updates and kept leadership up-to-date on business development and key account context. Conducted presentations to large groups at trade shows, reseller events and onsite product trainings. Helped team implement successful sales strategies for complex engineering projects. Led project meetings and internal presentations with clients. Increased profit margins by effectively controlling budget and overhead and optimizing product turns. Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals. Asked appropriate questions to identify prospects' needs and pinpoint solutions for best fit.

Sales Operations Manager

411 Locals

May 2019 - Jan 2020 (9 months)

Standardized and reduced email communications between employees by formulating and implementing field communication processes. Utilized cross-functional strategies between 3 divisions to systematize Sales and Lead Generation. Coordinated meetings and logistics for national sales meetings and directed and supervised over 200 -member team. Surpassed growth targets and revenue projections by coordinating and planning Digital Marketing and LSA product sales initiatives. Resolved problems with high-profile customers to maintain relationships and increase return customer base. Prepared and implemented strategic growth plans for territory based on company goals and expectations. Facilitated business by implementing practical networking techniques.

Manager of Operations

Outcome Health

Jul 2018 - May 2019 (11 months)

Managed and develop a team from 50 to 70 people on the project and 3 different campaigns, worked on the operations from internal and external KPI, negotiated with the clients about SLA and performance. • Created a team for Continuous improvement conformed by the manager of the team, SR.NOS and Trainers that helped with weekly and daily training • Weekly feedback to the supervisors and the Continuous Improvement team and training on new apps, software, tools and information from the clients • Implemented new process such as Call Handling, Note taking, Structure of calls and Follow Up on all 3 campaigns • Had contact daily with agents and supervisors to have the insight and propose new methods and process for improvement on performance an

Senior Operations Supervisor

Teleperformance Spain

Nov 2017 - Jul 2018 (9 months)

Manage the Escalations team and agents and help co-workers supervisors, worked directly with Comcast for new Updates and Escalations and internal helped 5 different campaigns and more than 1000+ agents across them. • Had weekly meetings with the operations supervisors to provide weekly updates on all 5 different campaigns and trained them on new tools or process changes and escalations. • Direct contact with Comcast to Escalate and propose changes on Operations, Software and other general situations that are used daily • Lead different projects based on Escalations and Top Call Drivers in order to prevent unnecessary escalations and improve the Customer Interactions • Implemented new process on call handling for agents and trained super

Supervisor de operaciones

Teleperformance Spain

Oct 2015 - Nov 2017 (2 years 2 months)

Manage a team for more than 20 agents, work with more than 15 KPI's, provide feedback and create Development for agents, take care of restrictions and Schedules and have direct relationship with HR to apply sanctions and Action Plans and payrolls for the agents. • Had weekly meetings with the Training team to get all the new Updates and help the agents on floor with any questions or issues with software or tools • Weekly QA Feedbacks with all agents and working directly with the QA team on any Red Flags or Monitors for the agents and provide the correct feedback to change behaviors or bad practices • Weekly or Monthly NPS Huddles to tackle any Hot topics or Escalations that the agents have and also work on the NPS system and solve any qu

Subject Matter Expert

Teleperformance Spain

Jan 2015 - Oct 2015 (10 months)

Specialist on the systems and product for the campaign, floor support for agents and help for supervisors and ACCM. • Help daily the agents on floor with questions or problems with the product or software tools • Had access to the weekly meetings (Global ELP) that provided the Updates and new information from the client • Helped with the improvement of some agents and even provide Feedback and applied coaching tools like SMART goal setting stands for Specific, Measurable, Attainable, Relevant and Time-Based

Bilingual Customer Service Representative

Teleperformance Spain

Nov 2014 - Oct 2015 (1 year)

Agent for different campaigns, customer service, sales, Loyalty and Tech support and worked on 15 different KPI´S across them and managed 5 different software's and tools, AVAYA and CISCO and got more knowledge on SALES, Upselling, Technical Support, Billing and Customer services (Problem solving). Had daily and weekly trainings and huddles to be up to date on the information and provide the best customer services on all areas and have the best performance

Alan Villarreal

About

Detail

Timeline

Résumé