Alejandro Iraheta

- Accountable for operational performance, financial results, and client satisfaction, ensuring achievement of SLAs, KPIs, and business objectives. - Oversee end-to-end service delivery across multiple client programs and operational functions. - Lead cross-functional teams including Operations, Workforce Management, Quality, Training, HR, and IT to deliver scalable and high-performing services. - Identify opportunities for growth and expansion. - Oversee site strategy, capacity planning, and operational governance to support business growth and new program launches. - Drive innovation, automation, and continuous improvement initiatives that streamline operations, optimize processes, and strengthen service delivery outcomes.

- Developed and implemented strategic initiatives to improve operational efficiency, enhance service delivery, and achieve key performance indicators (KPIs). - Established and maintained operational processes, policies, and procedures to ensure consistency, compliance, and adherence to industry standards. - Implemented performance management systems and metrics to monitor and evaluate team performance, identifying areas for improvement and implementing corrective actions as needed. - Collaborated with cross-functional teams to address operational challenges, implement process improvements, and drive business growth. - Analyzed data and metrics to identify trends, opportunities, and areas for optimization. - Built a strong business partnership with clients to promote business growth.

- Managed a portfolio of client accounts, serving as the primary point of contact for client inquiries, requests, and escalations. - Provided exceptional customer service, addressing client needs, resolving issues, and ensuring timely and accurate delivery of services. - Collaborated with internal teams to coordinate service delivery, resolve issues, and meet client expectations. - Conducted regular account reviews with clients to review performance, address concerns, and identify opportunities for improvement. - Prepared and presented reports on account performance, trends, and insights to clients and internal stakeholders.

As a Team Manager, leading and motivating teams of customer service representatives to deliver exceptional service and achieve performance targets. Through a comprehensive understanding of call center operations, including workforce management, quality assurance, and resource allocation.

Specializing in inbound and outbound customer service, possesses a comprehensive skill set that includes active listening, problem-solving, and effective communication. Adept at navigating complex inquiries, defusing tense situations, and ensuring customer satisfaction through empathetic and personalized assistance.