Juan Pablo Alvarez Email & Phone Number

New South Wales, Australia

Working with over 70 local government agencies in Australia, helping them to create digital experiences that allow Councils to provide better services to citizens and improve their quality of life.

Sydney, Australia

• Responsible for team of six employees within the customer success and service delivery functions • Manage revenue for more than 120+ existing customers at a regional level (NSW)• Design and execute strategic account planning to establish and grow relationships with key clients at every level, resulting in retention of every account• Develop internal tools, training programs, procedures and collateral that have increased the effectiveness of the service delivery and customer success functions (particularly in regards to product knowledge, account retention, growth strategies and customer satisfaction areas)

Sídney Y Alrededores, Australia

• Responsible for a team of four employees within the customer success and service delivery functions• Created, managed, developed and mentored customer success function • Managed revenue for more than 80+ existing customers at a regional level (NSW)• Led the customer success team to increase clients’ revenue by over 25%, resulting in the highest customer satisfaction scores across Squiz• Managed all regional contracts doubling the SLA profit KPI

Sídney Y Alrededores, Australia

• Responsible for resourcing task and project allocation for more than thirty employees, ensuring they use strategies to reach and increase their billable targets• In charge of reviewing all regional projects to be delivered on time and within budget, as well as ensuring individual project managers meet their KPI’s• Responsible for the delivery of all NSW production services to 150+ active clients, including projects and service delivery• Responsible for creating a forecasting system to check current and upcoming projects and ensure production skills/resources are enough to cope with current/future load • Created and executed several models/processes to improve effectiveness of project and service delivery• Increased service delivery team by 100% to deliver exceptional 24/7 global customer service (this increase in efficiency was acknowledged by clients and senior management)

Australia

• Responsible for a team of two employees within the service delivery function• Developed internal tools, training programs, procedures and collateral that increased the effectiveness and efficiency of the service delivery function • Led a high number of projects, including a global IT service management system implementation at a regional level• Improved global monitoring systems to provide better 24/7 support services• Increased customer satisfaction levels and reduced project delivery times• Created a profitable model for the delivery of contractual services• Dramatic decrease on incident SLA breaches• Created a problem management procedure to help avoiding future incident recurrence

Sídney Y Alrededores, Australia

• Responsible for delivering high quality services to 100+ clients across NSW• Queue manager of the NSW support team, which is responsible for managing all regional requests from clients ensuring they do not breach SLA response times• Management of a regional ticketing system based on ITIL Framework• Management of complex projects from start to finish; using agile project management methodologies to deliver excellent results

New South Wales, Australia

• Ensured that projects reached industry quality standards, increasing the value delivered to a higher number of clients at a regional level• Implemented method to effectively test digital solutions

Sídney Y Alrededores, Australia

• Winner of the only position from Squiz’ graduate program.• Development, testing in house, presentation, documentation and implementation of digital projects.• High Distinction in ImpSprint Squiz training jumping from graduate program part-time to a full-time position.

Sydney, New South Wales, Australia

This is a non-for profit organization that intends to provide help to Australians affected by natural disasters. Also, it provides guidance to people that want to help.

New South Wales, Australia

• Tutor of Information Systems at The University of Sydney for 3 Courses (Graduate and Post graduate)• Some of the topics taught were: Business Intelligence and Business Information Management Applications such us Cognos 10 - Business Insight Advanced. Creation and marking of assignments, exams and weekly activities.

Sídney Y Alrededores, Australia

• Project Lead in Health Information Technology Research Laboratory project. Research in automated testing tool to effectively and efficiently automate internal processes to speed up health systems. • This project included the evaluation of an integration to an iCIMS (Integrated Clinical Information Management System).

Sídney Y Alrededores, Australia

• In charge of the Kobe Jones Teppanyaki Venue.• Responsible of the staff, kitchen, stocktaking as well as customer service.• Responsible of projects to increase company´s earnings and profitability.• In charge of implementing new technologies to optimize the processes of the venue.

Santiago, Chile

• Responsible for a team of 6 employees within this function.• Created, lead, coach, developed and mentor this function at XYGO.• Manager and principal responsible of XYGO’s Cartography and BI services to all customers across South America.• Creator and Chief of Problem-Solving Team.

Santiago, Chile

• Creator and responsible of process optimization's Project (GIS: Geographic Information Systems). • Responsible for main BI product offered to customers.

Santiago, Chile

• Responsible of strategic business plan for the Upgrade S.A.• In charge of searching, development and implementation of projects in the commercial area and principally environmental technologies.• Responsible of supplying, research and budget analysis.• In charge of strategic development plans with the objective to achieve sales goals.

Master Of Information Technology Management, Information Technology

Activities and Societies: Completion of BISA Program (Business Information System Association) with a Senior Technical Consultant of IBM..

Industrial Engineer, It, Economy, Administration, Planning, Control, Process Optimization

Activities and Societies: Volunteer in social works. Organisation and participation in Social Work.Graduated with Honors.

Bachelor Of Applied Science (Basc), Theoretical And Mathematical Physics

Activities and Societies: CVX. Volunteer in assessing communities and participation of social works.Graduated with Honors.