Simon Alvarez Email & Phone Number

Chile

Santiago, Santiago Metropolitan, Chile

Santiago Province, Chile

Lead a specialist team of Auditors who provide Quality Assurance support for the Experian Chile Contact Centre (MCE). Coach auditors to build their skills, careers and to coach for performance. Support 3 other Quality Assurance teams across 4 MCE sites (Texas, Costa Rica, Arkansas and Santiago). Also provide Coaching classes for teams inside and outside of the MCE.Achievements-Developed several team members to be promoted to Operations Supervisor-Mentored various people outside of the team for promotions in their roles-Successfully implemented a Rewards and Recognition scheme for the QA group (4 teams across 3 different countries)-Level 3 "Innovate to Grow" Award winner in 2018, 2nd highest award level in Experian-Lean Six Sigma Yellow Belt certified

Canberra, Australia

Coach and develop new iiNet Managers. Provide operational support in Sydney and Canberra. Co-ordinate the training of new iiNet systems for existing staff. Manage a mixed team of 12 CSR’s who provide awesome customer service to existing customers and potential clients, and back-office staff who perform Sales, Data Entry, Billing and Credit functions. Present quarterly business reviews to senior management and executive.Achievements:•Project Manage the relocation of business processes from Canberra to the Sydney office.•Hold numerous training sessions for billing and credit management•Exceeded NPS Targets for Canberra in August 2013•Help transform the culture within the Canberra Office•Acting Contact Centre Manager for Canberra during August 2013 and during September – October 2014

Sydney, Australia

Manage a specialist team of 12 Customer Service Representatives (CSR's) and Senior CSR's who provide awesome customer support for newly provisioned DSL, Phone (Fixed line, VOIP and Mobile) and other broadband services. Perform regular analysis of raw Feedback Surveys from customers. Regularly managing Contact Centre operations. Coach and develop staff in their roles, identify and continually improve internal provisioning processes and any other duties as requiredAchievements:•Chosen to Lead the Sydney Site in December 2012•Secondment, Cape Town, July 2011 – September 2011 to create a back-of-house Service Delivery Team•Successfully applied for a Canberra secondment in March 2013

Sydney, Australia

Manage a 140 seat contact centre in Sydney and Canberra, with 10 direct reports. Perform daily analysis of raw Feedback Surveys from customers. Analyse site performance against key KPI's (NPS, AHT) and drive improvement. Manage Sales, Tech Support, Billing and Service Delivery teams. Coach and develop senior staff in their roles, identify and continually improve internal processes.Achievements:•Exceeded NPS targets for Sydney for December 2012

Sydney, Australia

Managed various teams of up to 15 CSR's and Senior CSR's. Coach and develop staff in their roles, be a leader in customer relationship management, provide operations management support for the Workforce Management team and any other duties as requiredAchievements:•Managed various specialist teams including the local Service Delivery (Provisioning) team, IPTV team, and multiple groups of new Inductees and Support teams

Sydney, Australia

Achievements:•Helped the Sydney site win the NSW ATA Call Centre of the Year > 120 fte (2010)•Regularly achieved Gold and Silver in the iiNet Rewards and Recognition•Successfully developed several staff into the role of Senior CSR•Business Improvement Analysis performed on a range of issues and processes for an acquired ISP (AAPT)•Improved customer perception of AAPT from feedback from CEO and customers

Cape Town Area, South Africa

Provide support to a <90 seat Call Centre, assisting Customer Service Representatives (CSR's) in handling phone and email queries in Sydney, Cape Town and Auckland. Taking ownership of customer escalations. Assisting the training team in the induction of new CSR's,. Provide leadership for Auckland, Cape Town and Sales Call Centre for Customer Service Managers (CSM's), Trainers and frontline staff. Identified training needs and conduct training sessions as required. Liase with Telstra and Visionstream to resolve customer and internal faults.Achievements:•Secondment, Cape Town, July 2008 – December 2008•Secondment, Auckland, January 2008 – February 2008•Secondment, Customcall (Sales), September 2007 – October 2007•Secondment, Service Delivery Faults, March 2007 – June 2007•Consistently achieved Gold and Silver in the Rewards and Recognition program•Developed talented local staff in Cape Town & Auckland to Senior CSR

Sydney, Australia

Create training documentation for new products and services, work with internal/external departments in learning new products/services/procedures, conduct training sessions for Call Centre Staff where required. Maintained and developed online applications/tools and databases including Company Intranet and the Knowledge Base. Responsible for internal support mailboxes.Achievements:•learn and train colleagues with ASP/SQL Server/Oracle technical support•Took ownership of Business DSL and prepaid products – improving processes and saving the company thousands of dollars•involved in various migration projects of OzEmail customers into iiNet systems •maintained and delivered the Weekly/Monthly Churn Report and presented the churn report in front of the OzEmail executive on several occasions

Sydney, Australia

Understand new products/services/procedures in order to assist Customer Account Service (CAS) Representatives. Be the 2nd point of escalation after a CAS Representative. Provide internal phone support for CAS representatives requiring assistance.

Sydney, Australia

Process account queries, investigate customer issues, resolve customer disputes, assist management with identifying widespread customer issues

Leadership Series

Activities and Societies: Managing Self, Managing Others, Managing Attendance, Leader as coach, Inspirational Leadership

Education record