Mark Alvarez

This job supports the business in meeting operational goals by performing a wide array of functions and assisting managers in ensuring employees are ready to serve clients.

Key responsibilities may include creating and automating business reporting, administering bank or LOB programs/policies/procedures, remediating complex system ssues, and provisioning employees with the tools necessary to assist clients. Job expectations include strong knowledge of operations and keen attention to detail. Key stakeholders include team and site leaders, on-site support, platform and change managers.

Responsibility

• Provide employees with the tools needed to assist clients (may include equipment, system access, skilling, etc.)
• Remediate system issues
• Reporting and analysis to identify risks and trends
• Assist with process and procedure updates in line with business changes
• Expense management through device recovery, equipment management and virtual assistant reinforcement
• Partner with operations leaders on site support including desk assignments, move assistance, desk audits and equipment provisioning
• Record retention execution
• Documented all phases of the User Acceptance Testing process including test planning, execution, reporting and closure activities.
• Participated in peer reviews of test documents such as requirement specifications, design specifications.
• Provided technical assistance in resolving issues related to UAT failures.
• Maintained a comprehensive library of test cases used throughout the development cycle.
• Developed test scenarios to verify functionality and performance of applications.
• Executed manual tests on various browser platforms to ensure compatibility with web based applications.
• Performed system integration tests to ensure proper functioning of the software application in production environment.
• Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.
• Wrote and updated manual test cases for team use, maintaining optimal organization for maximum productivity.
• Collaborated with developers and other stakeholders in troubleshooting issues encountered during UAT testing.
• Troubleshot hardware and software issues for users in a timely manner.
• Developed training materials and provided training sessions for staff members on the use of new technologies.
• Diagnosed computer problems using diagnostic tools and other methods.
• Conducted experiments to test products under real-world conditions to gather performance data.
• Provided technical support and troubleshooting assistance to end users.

• Researched competitive products, pricing, and promotional activities in order to stay ahead of the competition.
• Managed accounts receivable by collecting payments from customers according to established terms.
• Organized promotional events such as webinars or seminars designed to attract new clients.
• Negotiated contracts with suppliers to maximize profitability while maintaining quality standards.
• Developed and implemented strategic sales plans to increase customer base and revenue growth.
• Resolved customer service issues quickly and effectively to maintain top satisfaction rates.
• Booked transportation and hotel reservations using computer or telephone.
• Tracked reservations using computer software programs such as Sabre or Apollo GDS systems.
• Created detailed travel itineraries for clients, including flight, hotel and car rental bookings.
• Developed and maintained relationships with corporate accounts to ensure repeat business.
• Analyzed competitor pricing strategies in order to remain competitive in the market place.
• Provided technical support for online booking tools used by corporate clients.

• Established relationships with banking partners to secure favorable terms on financing arrangements.
• Negotiated contracts with vendors in order to obtain competitive pricing structures.
• Promoted finance products to customers and sales force to increase penetration.
• Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
• Established new accounts and serviced existing accounts maintaining professional relationships.
• Boosted revenue and facilitated sales activity while developing consistent employee measurements for exceeding goals.
• Supported sales team members to drive growth and development.
• Coached, developed and motivated team to achieve revenue goals.
• Enhanced sales volume through skilled support to both new and inactive customers.
• Maintained current store, product, and promotional knowledge to drive consistent sales.
• Performed regular follow-ups with clients to ensure satisfaction with purchases.