Reinier Alvarez
Summary
Dedicated management professional with experience leading high-performing teams in a diverse and dynamic environment. Adept in developing and implementing service strategies tailored to customer needs, managing customer complaints, and driving customer satisfaction. Proven ability to identify and resolve service issues, streamline processes, and exceed organizational goals.
Overview
9
9
years of professional experience
Work History
Retail Operations Manager
Comcast Xfinity
03.2022 - Current
- Executed strategic and tactical plans to bring operational excellence to Xfinity Stores
- Improved overall store audit compliance results from 69% to 79% (2022 vs 2023)
- Developed Sales & Service Associates Playbook to ensure employees understood all available tools
- Developed SSA Dashboard to drive down COE calls rate and improve sales while ensuring it met business needs
- Worked across many internal company functions including Sales, Marketing, Store Operations, Customer Experience, Supply Chain, and Technology
- Managed end-to-end needs when tools were not working properly
- Acted as HQ/Division partner for XOE, Enhanced ID, Xinventory, NOW Mobile & Internet
- Worked with Division/Regional leaders to drive compliance with key Retail processes and procedures (X-store usage, Enhanced ID, Kronos)
- Acted as liaison between HQ/Divisional teams and store operations to ensure that policy, procedures, communications, and training are aligned
- Launched ROM Development Program to train and develop future talent
- Developed strategic initiatives related to Front of House and Back of House operations for Xfinity stores
- Obtained feedback from field teams (store visits, elevations, NPS results, leadership discussions, etc.) and used that information to help define new programs and priorities to improve store operations and overall customer experience.
Retail Store Manager
Comcast Xfinity
12.2019 - 03.2022
- Delivered world-class customer and employee experience, achieving sales goals and running operationally sound business while running 3 stores.
- Efficiently ran in-store operations including inventory, cycle counts, cash management, merchandising, brand, resets, and all associated training compliance.
- Reviewed and analyzed operational and financial reports to improve operational performance and metrics.
- Built collaborative relationships with market, region, and division stakeholders.
- Leveraged available tools to monitor customer feedback, coach and take action to improve store experience.
Assistant Manager
Comcast Xfinity
12.2017 - 12.2019
- Trained team of 20 to ensure excellence in customer service with every customer interaction
- Developed sales incentives based on monthly forecasts for sales performance expectations, commissions, expenses, and other special projects
- Coordinated with Leadership & Development personnel to initiate and sustain effective sales channel training and development programs
- Developed and implemented regional sales incentives to meet and exceed RGU growth objectives
- Managed compensation plan programs and implemented changes to improve employee motivation and sales performance while controlling overall cost per sale
- Evaluated current processes, procedures, and overall efforts for improvement and innovation.
- Developed strong working relationships with staff, fostering positive work environment.
Sales and Customer Service Representative
Comcast Xfinity
04.2015 - 12.2017
- Exceeded monthly sales goals by 30%
- Achieved back-to-back Elite awards for sales and customer service excellence
- Ensured clean and organized facility
- Motivated, supported, and led team by example
- Worked effectively in fast-paced environments.
Education
BACHELOR OF BUSINESS - Finance and Marketing
Florida International University
Miami, FL01.2021
ASSOCIATE IN ARTS - Business Management
Miami Dade College
Miami, FL01.2015
Skills
- Microsoft Office Suite
- Communication
- Time Management
- Leadership
- Problem-Solving
- Project Management
- Operational Management
- Business Management
- Executive Presentations
- Competitive Market Positioning
- Account Management
- Operational Efficiency
Awards
- ELITE Comcast Xfinity April 2017 & 2018
- Xfinity Retail Development Council Comcast Xfinity 2024
References
- Christal Connell, Director Retail Stores FL Region, Comcast Xfinity, (561) 281-1187, christal_connell@comcast.com
- Reed Good, Sr. Director Retail Sales Strategy, Comcast Xfinity, (678) 490-5893, reed_good@comcast.com
Hobbies and Interests
- Reading
- Traveling
- Mentoring
- Self-advancement
Languages
Spanish
Native or Bilingual
Timeline
Retail Operations Manager
Comcast Xfinity
03.2022 - Current
Retail Store Manager
Comcast Xfinity
12.2019 - 03.2022
Assistant Manager
Comcast Xfinity
12.2017 - 12.2019
Sales and Customer Service Representative
Comcast Xfinity
04.2015 - 12.2017
BACHELOR OF BUSINESS - Finance and Marketing
Florida International University
ASSOCIATE IN ARTS - Business Management
Miami Dade College
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