Hector Alejandro Orozco Avila

B

Business Excellence & Engagement Manager

Jan 2022 - Jan 2024 (2 years 1 month)

• Led large cross-functional teams on organizational projects focused on employee engagement, retention, training, and performance optimization. • Partnered with HR, Training, Operations, and Facilities to implement initiatives that strengthened culture and improved workforce effectiveness. • Presented insights and project results to senior leadership, supporting strategic decision making with data-driven analyses. • Monitored KPIs to identify challenges and implement corrective actions, ensuring project momentum and impact.

C

Collections Performance Manager

Jan 2021 - Jan 2022 (1 year 1 month)

• Led high-performing teams responsible for collections, credit management, and customer account operations across multiple regions. • Oversaw end-to-end collection strategies to improve cash flow, reduce delinquency, and maintain healthy customer portfolios. • Applied predictive analytics to prioritize accounts and optimize recovery rates while maintaining customer satisfaction.

Global Sales and Operations Manager

AT&T

Jan 2021 - Current (5 years 6 months)

• Lead a multicultural sales team of 200 employees, consistently exceeding revenue • targets and delivering exceptional client experiences. • Develop and execute sales strategies to drive market growth, expand key accounts, and strengthen client relationships. • Utilize data analytics and dashboards to optimize sales performance, identify opportunities, and improve conversion rates. • Manage incentive programs and budgets to maximize team engagement and goal achievement. • Conduct monthly executive reviews to assess KPIs, track progress, and align strategies with corporate objectives.

Account Manager

Ziff Davis

Jan 2020 - Jan 2021 (1 year 1 month)

• Delivered tailored cybersecurity solutions to enterprise clients, leading projects from planning to delivery to ensure seamless onboarding and customer satisfaction aligned with business objectives. • Built and maintained strong client relationships through proactive communication and expert guidance.

Account Manager

Teleperformance

Jan 2016 - Jan 2020 (4 years 1 month)

• Oversaw Operations Managers and Quality Coordinators, driving consistent performance exceeding client expectations. • Analyzed operational metrics to implement strategic action plans enhancing efficiency and satisfaction.

O

Operations Supervisor

Jan 2015 - Jan 2016 (1 year 1 month)

• Led teams to meet operational goals and client expectations through coaching and performance management. • Developed agents to deliver outstanding customer experiences and continuous KPI improvement.

Hector Alejandro Orozco Avila

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