Jose Pablo Alvarez Montero Email and Phone Number

Managing major incidents (Severity 1 and Severity 2) from WPP Agency, part of the 500 Fortune Global Companies. In charge of handling major incidents following ITIL framework practices. Engaging support teams in a high priority manner, following proper escalation paths to make sure the reported issues get resolved within established SLAS. In charge of delivering written and in-call hourly updates for stakeholders and the affected parties, while continuing to drive action plans alongside the support teams to resolve high-impacting situations. Post incident actions to help the Problem team identify the root cause behind an incident.

Business analytics and e-commerce account management for U.S based businesses netting +$40MM per year through ecommerce platforms. Meet with stakeholders face to face and direct email communications to provide a detailed summary of their business status, propose plan of actions towards account growth and go through inventory planning to keep healthy inventory levels. Networking with different teams to go through strategies aiming sales improvement. Building monthly and quarterly reports to take data driven decisions directing business success. Preparing inventory forecast to keep product availability for customers (Achieved annual growth of +25% during last 4 years). Building strong trust-based relationships with stakeholders and experienced cross group coordination to achieve and surpass established goals.

Hiring and managing teams of 25+ operational and management levels direct reports. Delivering monthly 1-on-1 sessions with direct reports to go through KPIs, behaviors, motivation and any relevant topic to exceed expectations. Networking with program managers to execute action plans focused on new processes/tools implementation. Take ownership of Seller Support Escalations and provide personalized follow up until issue resolution. Platform understanding to perform live coaching and quality sessions to direct reports. Regularly provide comprehensive summary of business events/incidents to stakeholders like Operations or Program Managers. Engaging with different teams to resolve unexpected platform or processes issues and reach resolution in timely manner. Making fast and business critical decisions in a fast-paced environment. Operational metrics monitoring, creating strategies to achieve, surpass and keep constant improvement for all Key Performance Indicators.