Jorge Alvarado
Los Angeles,United States
Summary
Operations leader with proven record in process automation and workforce optimization. Integrated artificial intelligence into performance management systems to improve efficiency by 30%. Managed vendors and built cross-functional teams to deliver strategic objectives.
Overview
2
2
Languages
27
27
years of professional experience
Work History
Director of Operations
Westlake Finanical Services
Los Angeles, United States
01.2020 - Current
- Directed the strategic expansion of Westlake Financial Services' Mexico Nearshore Operations, scaling the organization from 186 to more than 1,400 employees and established the operating infrastructure required to support sustained enterprise growth.
- Designed and implemented the nearshore operating model that enabled complex business functions to transition beyond traditional servicing and call-center roles, materially reducing operating expense while increasing organizational capacity, flexibility, and scalability.
- Led proof-of-concept initiatives for higher-value and nontraditional nearshore functions, demonstrating operational viability and establishing the business case, controls, performance expectations, and implementation framework that supported broader companywide expansion.
- Established hiring and onboarding frameworks for nearshore operations, including candidate qualification standards, skills assessments, background vetting, structured onboarding, and training programs to enhance workforce readiness and long-term performance.
- Developed compensation models, performance-based pay structures, and tenure recognition programs to strengthen employee retention and engagement as the nearshore workforce expanded.
- Designed and deployed companywide operating policies, standardized workflows, productivity controls, performance-management tools, and automation initiatives that improved staff utilization, strengthened accountability, reduced operational exposure, and lowered operating expense.
- Directed enterprise-level operations spanning repossession, recovery, remarketing, transportation, skip tracing, impound, replevin, vendor management, and related asset-management functions, with responsibility for operational strategy, process transformation, automation, workforce optimization, and performance execution.
- Developed data-driven recovery strategies, assignment methodologies, performance scorecards, and operational reporting used to identify recovery opportunities, evaluate internal and external performance, and directed resources toward the highest-value accounts.
- Expanded specialized recovery programs and vendor strategies to improve asset-recovery yield, accelerate recoveries, and strengthen partner accountability while reducing reliance on inefficient manual processes.
Operations Manager
Westlake Financial Services
Los Angeles, United States
01.2016 - 01.2020
- Managed recovery operations and partner performance, increasing recovery yield and strengthening effectiveness of nationwide recovery network.
- Designed and deployed recovery automations and process improvements that increased operating efficiency, maximized staff utilization, reduced exposure, and lowered operating expense.
- Created and implemented companywide staff-efficiency tracking program, enhancing management visibility into productivity, accountability, and allocation of operational resources.
- Established strategic agreements and strengthened partnerships throughout the recovery industry, opening new recovery channels and generating an estimated $30 million in incremental annual recovery value.
- Developed and enhanced emergency-response protocols and business continuity planning, including the Pandemic Recovery Plan that ensured seamless operational response during COVID-19.
Remarketing Manager
Westlake Financial Services
Los Angeles, United States
01.2010 - 01.2016
- Directed the company's remarketing program, defining and executing strategies designed to maximize vehicle returns for an operation generating approximately $240 million in annual gross proceeds.
- Managed remarketing strategy, vendor relationships, and inventory disposition to enhance operational performance and drive continuous improvement in a high-volume national operation.
- Established and managed relationships with auction and remarketing partners nationwide to expand market coverage and enhance vehicle disposition capabilities.
- Maintained disciplined operating-expense controls and implemented key cost-reduction initiatives that improved efficiency while preserving operational capacity and service levels.
Remarketing Supervisor
Westlake Financial Services
Los Angeles, United States
01.2006 - 12.2009
- Managed workflow execution and team performance, ensuring timely movement, sale readiness, and disposition of repossessed vehicle inventory.
- Coordinated operational priorities among internal departments, transport providers, auctions, and external partners to streamline inventory flow and maintain operating consistency.
- Supervised daily remarketing operations, enhancing vehicle transportation, inventory management, auction coordination, and remote-sale processing.
Operations Analyst
Westlake Financial Services
Los Angeles, United States
01.2000 - 12.2005
- Created management reporting, operational tracking tools, and key performance indicators to measure productivity, recovery activity, inventory movement, and departmental results.
- Evaluated operating performance and delivered actionable reporting and insights that informed process development, resource allocation, and growth initiatives for Repossession and Remarketing organizations.
- Collaborated with the Vice President of Remarketing to establish operating structure for new Repossession and Remarketing departments.
Education
Architectural and Building Sciences
LACC
Los AngelesSkills
- Operations strategy
- Process automation
- Operational strategy
- Process transformation
- Workforce optimization
- AI integration
- Workforce optimization
- Change management
SELECTED AWARDS & RECOGNITION
Used Car Weekly - Repossession Executive of the Year 2023
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Accomplishments
- Supervisor of Month 2004
- Manager of the year 2009
Timeline
Director of Operations
Westlake Finanical Services
01.2020 - Current
Operations Manager
Westlake Financial Services
01.2016 - 01.2020
Remarketing Manager
Westlake Financial Services
01.2010 - 01.2016
Remarketing Supervisor
Westlake Financial Services
01.2006 - 12.2009
Operations Analyst
Westlake Financial Services
01.2000 - 12.2005
Architectural and Building Sciences
LACC