Ignacio Alvarez Email & Phone Number

Remote

Managed a program to leverage internal and external data to improve merchant satisfaction, optimize experience and accelerate product availability for +10K premium set of merchant sellers.- Led a strategic program leveraging data insights to enhance merchant satisfaction and drive revenue growth.- Implemented a data-driven dashboard to measure merchant satisfaction, resulting in significant increases in platform revenue.

Miami/Fort Lauderdale Area

Reporting to the SVP of Personal Lines & Agency, led a strategic regional initiative to implement a digital sales platform tailored for external partners throughout 5 Latin American countries. Collaborated closely with product, engineering, and operations teams to ensure seamless execution.- Customized the market-facing platform to comply with local regulatory requirements, including taxes, operations and processes.- Implemented a CRM platform (MS Dynamics) to optimize agency performance and sales targets in. LATAM.

Miami/Fort Lauderdale Area

Reporting to the SVP of Claims, managed the implementation of new process optimization and organizational designs across all Claims in 9 Latin America countries. - Implemented a change management strategy and controls to ensure smooth transitions, particularly regarding the optimization of spans of control, impacting over 500 employees.- Implemented two workstreams of the Claims Target Operating Model in LATAM delivering double-digit cost-benefits for the region.

Miami, Florida, United States

Reporting to VP of Operations, assembled and directed a high-performing client operations team, orchestrating seamless collaboration across product, engineering, finance, legal, and compliance departments to drive revenue-generating initiatives across 30+ partners in Latin America.- Demonstrated expertise in change management, expertly identifying, communicating, and mitigating operational risks while ensuring business continuity and customer success.- Engineered a remarkable 200% increase in transaction volume by streamlining processes and pioneering an electronic affidavit compliant with OFAC regulations for transactions from the US to Cuba.- Delivered tailored training programs for sizable cohorts of customer service representatives, leveraging extensive experience to optimize performance and customer satisfaction.

Miami, Florida, United States

Spearheaded operational projects in collaboration with client partners on both global and regional scales, facilitating frictionless payments and money transfers.- Designed and executed a tailored gateway implementation enabling cross-border payments.- Orchestrated the seamless upgrade of the operating system in more than 2,500 locations in Mexico and provided user training to over 7,000 customer service representatives. - Innovated a mapping model and reporting tool to pinpoint opportunities for network expansion, leading to an 18% increase in point-of-sale growth.

Mexico City Area, Mexico

Responsible for upholding company values through leadership of a team tasked with call monitoring and offering coaching and feedback to call center operators across various customer touch points, including credit, collections, fraud control, authorizations, new accounts, and merchant services.- Created and implemented a customer service quality and compliance monitoring, coaching and feedback program for more than 350 agents, achieving the National Quality Award in 2001.- Expanded monitoring and mentoring program including Amex Bank, Travel, and Card Sales covering all customer touch points and end to end processes