Alvin Caballero Franco
Operations Manager
Orlando,Florida
Summary
Versatile Operations Manager with over 10 years of experience in people management, performance management and data analysis. Leadership style that tailors to the needs of the people and the business, and provides new perspectives utilizing data. Proven results in driving efficiency in operations, improving customer experience and developing high-performing teams. Ambition to create and implement successful strategies utilizing data insights to achieve and exceed goals.
Overview
18
18
years of professional experience
10
10
years of post-secondary education
Work History
Customer Service Operations Manager
Booking.com
Orlando, FL
01.2015 - 12.2022
- Led and delivered regular business reviews with key stakeholders as well as vendor performance covering KPIs, reports, data insights and business updates for an operation of 700+ FTEs.
- Coached, mentored and developed team members resulting in effective and high performing teams.
- Partnered with different stakeholders to understand, identify and prioritize reporting requests which resulted in a Dashboard that provided valuable business insights to successfully drive customer experience.
- Performed gap analysis in the Quality program leading to improved results in customer satisfaction and Quality.
- Responsible for data analysis and optimization of workflows and efficiency which resulted in solutions for pain points in customer experience and opportunities for service automation.
- Improved performance metrics and tooling; stakeholder management, change management for North America.
- Successfully led projects that resulted in process improvement and shaped organizational culture; from site engagement (local and global), performance/product improvement to recovering 3.5 million in revenue.
Customer Service Team Lead
Booking.com
Grand Rapids, MI
02.2011 - 01.2015
- Managed teams of 25-45 people including advance roles teams. Assessed performance to determine training needs and define accurate plans to improve customer satisfaction.
- Handled the most sensitive inquiries, complaints, escalations and mass issue cases. Introduced higher standards for customer service and escalation processes which increased efficiency by streamlining operations.
- Trained and regularly mentored associates on performance-oriented strategies.
Senior Customer Service Executive
Booking.com
Grand Rapids, MI
04.2010 - 02.2011
- Managed, de-escalated and provided solutions to complex cases.
- Provided Team Leader with feedback on working procedures and employee’s performance.
- Mentored, monitored and trained teams of up to 23 people.
Customer Service Executive
Booking.com
Grand Rapids, MI
08.2008 - 04.2010
- Managed relationships with hotels by providing high levels of customer service and account management support.
- Efficiently de-escalated customer complaints while providing the most effective solutions.
- Served as a liaison with the appropriate departments to gain relevant information, resolve problems and educate our partners.
Activity Coordinator Executive
Council For Educational Travel, USA
Grand Rapids, MI.
06.2006 - 08.2008
- Student Supervision & Counseling
- Financial record keeping, cash management & budget reconciliation
- Established connections with global agencies to organize travel programs.
Security Agent
American Airlines, La Chinita International Airport
Zulia, Venezuela
07.2004 - 07.2005
- Passports and travel document verification of hundreds of travelers daily.
- Passenger screening via x-ray machines, and boarding ramp.
- Baggage control including weight limitations and final destination accuracy.
Education
Associates Degree - Business Administration
Montcalm Community College
Sidney, MI 09.2006 - 01.2008
Business Administration
Rafael Belloso Chacin University
Zulia, Venezuela 09.2002 - 01.2005
High School Diploma -
Creative Technologies Academy
Cedar Springs, MI 05.2001 - 05.2002
High School Diploma -
Instituto Simon Bolivar High School
Zulia, Venezuela 05.1996 - 05.2001
Skills
Cross-functional communications
undefinedTimeline
Customer Service Operations Manager
Booking.com
01.2015 - 12.2022
Customer Service Team Lead
Booking.com
02.2011 - 01.2015
Senior Customer Service Executive
Booking.com
04.2010 - 02.2011
Customer Service Executive
Booking.com
08.2008 - 04.2010
Associates Degree - Business Administration
Montcalm Community College
09.2006 - 01.2008
Activity Coordinator Executive
Council For Educational Travel, USA
06.2006 - 08.2008
Security Agent
American Airlines, La Chinita International Airport
07.2004 - 07.2005
Business Administration
Rafael Belloso Chacin University
09.2002 - 01.2005
High School Diploma -
Creative Technologies Academy
05.2001 - 05.2002
High School Diploma -
Instituto Simon Bolivar High School
05.1996 - 05.2001
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