Summary
Overview
Work History
Education
Skills
Timeline
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Robert Alvarez

Robert Alvarez

Executive Consultant
Dallas,GA

Summary

Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.

Overview

23
23
years of professional experience

Work History

Experienced leader

  • ExecuBve and program manager with demonstrated capability to successfully lead a large mulB-locaBon enterprise, effecBvely manage budgets, drive projects, develop associates, improve quality, enhance producBvity and meet service level agreements
  • Career record reflects a customer-focused, proacBve, goal-oriented and results-driven style that has been instrumental in helping businesses meet their financial objecBves and significantly improve their key business metrics.

Executive Consultant

The Leafar Group
Atlanta, GA
09.2022 - Current
  • Develop and execute tailored strategies to enhance sales performance, resulting in a 40% increase in revenue and accelerated growth for businesses in competitive markets
  • Identify inefficiencies in operations and recommended process improvements, resulting in a significant reduction of 100+ hours per week and a cost savings of $50k annually
  • Spearhead problem-solving initiatives and develop effective strategies that led to a 25% boost in sales and a 30% improvement in productivity for businesses in diverse industries
  • Implement data-driven solutions to optimize business operations, resulting in a 20% reduction in customer support issues and a 15% increase in overall productivity.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Sr Director

Charter Communications, Spectrum
Charlotte, NC
09.2019 - 09.2022
  • Spearheaded the development and implementation of comprehensive operational procedures and controls, resulting in improved compliance, reduced risks, and enhanced operational effectiveness across the organization
  • Collaborated with cross-functional stakeholders to assess operations, identify gaps, and align compliant processes and procedures, resulting in a 15% increase in operational efficiency and improved adherence to regulatory standards
  • Led a high-performing team of 10 to develop and deploy operational metrics, strategies, and procedures, enhancing team expertise on regulatory requirements in a 24x7 support environment; collaborated with cross-functional leaders to align compliant processes and uncover operational improvements
  • Defined and implemented tools, processes, and technology for in-depth department engagement reviews, ensuring adherence to product documentation and control standards; achieved 20% reduction in compliance gaps and improved overall operational efficiency
  • Developed and launched a Service Management Office (SMO) to enhance Call Center Technology and Billing Operations, resulting in a 40% reduction in customer support issues and a 25% boost in team efficiency.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Defined, implemented, and revised operational policies and guidelines.
  • Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
  • Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.

Director

Charter Communications, Spectrum
Denver, CO
02.2017 - 09.2019
  • Orchestrated the successful launch of Spectrum Mobile, leading cross-functional teams in product development, marketing campaigns, and customer onboarding, resulting in a 25% increase in overall company revenue
  • Drove the establishment of a strategic product mobile roadmap, leveraging user research and market analysis to guide feature development and increase customer engagement by 30%
  • Created and implemented an operational framework for Spectrum Mobile, resulting in a successful launch and seamless operation with 98% customer satisfaction
  • Developed and executed a comprehensive mobile strategy, resulting in a 50% increase in mobile app downloads and a boost in mobile conversion rates
  • Led the successful creation and management of Spectrum's 24/7 T1-T4 Mobile Customer Care and back-office IT operational support teams, implementing robust KPI reporting, SLAs, and metrics that reduced customer support issues by 35% and improved customer satisfaction scores by 20%.
  • Managed daily operations while overseeing multiple locations to foster increased productivity.
  • Established departmental performance goals and provided feedback for underperforming areas.

Vice President

Vodafone Americas
Atlanta, GA
12.2014 - 09.2016
  • Established and directed cross-functional teams for Greenfield Service Operations, Service Delivery, Customer Operations, and Customer Delivery, overseeing 24x7 customer care and technical support call centers onshore and offshore, supporting the Enterprise Mobile Product
  • Led a team of 6 directors, achieving seamless operations and driving customer satisfaction
  • Orchestrated the seamless transition of key client relationships to Vodafone Americas Call Centers, resulting in a 20% increase in customer retention and a 15% improvement in first-call resolution rate
  • Optimized vendor selection process by analyzing performance metrics and conducting thorough vendor evaluations, resulting in a 30% decrease in defective product returns and increased customer satisfaction
  • Oversaw the meticulous quarterly and annual budget process for a $200M P&L, implementing financial controls that reduced unnecessary expenses by 12% and improved overall financial performance
  • Developed and implemented operational policies and procedures to ensure consistent support delivery, resulting in a 30% decrease in customer escalations and a 20% increase in customer satisfaction.
  • Identified opportunities to improve business process flows and productivity.
  • Hired and managed employees to maximize productivity while training staff on best practices and protocols.

Sr Director

AT&T
Atlanta, GA
01.2012 - 01.2014
  • Accelerated customer care excellence by leading a team of 15, ensuring 24/7 Tier 2-Tier 4 support across multiple channels, resulting in improved customer satisfaction and 30% reduction in average resolution time
  • Spearheaded the establishment of greenfield offices in Bogota, Columbia, and Tegucigalpa, Honduras, while maintaining strict adherence to roadmap, KPIs, and SLAs, fostering successful cross-functional partnerships and vendor management
  • Established and cultivated strong collaborative relationships with cross-functional team members, portfolio managers, and key vendor partners; facilitated seamless communication flow resulting in a 20% increase in project delivery efficiency
  • Maximized profitability by negotiating favorable terms with key vendors, resulting in a 15% cost reduction and increased gross margin by 8%
  • Orchestrated vendor management activities for assigned area, resulting in a 20% reduction in procurement costs and improved supplier performance across 50+ vendors
  • Planned and integrated project and program schedules.
  • Worked closely with organizational leadership and board of directors to guide operational strategy.

Sr Director

AT&T
Atlanta, GA
01.2008 - 01.2012
  • Led a high-performing team of 6 in the establishment of the National Mobility Dispatch Center, providing round-the-clock support to AT&T Mobility; partnered with cross-functional leaders to conduct comprehensive operational assessments, driving process enhancements and improving overall service delivery
  • Collaborated with cross-functional leaders to establish the National Mobility Dispatch Center, a dedicated support hub for, (MTSO to cell sites); identified operational inefficiencies, implemented process improvements, and ensured seamless alignment across departments, resulting in enhanced productivity and streamlined operations
  • Spearheaded the launch of the National Mobility Dispatch Center, overseeing a talented team of six; optimized support operations, mitigated downtime, and delivered consistent 24x7 assistance to AT&T Mobility, resulting in increased service reliability and customer retention
  • Established and led the National Mobility Dispatch Center, driving 24x7 support for AT&T Mobility (MTSO to cell sites); collaborated with cross-functional leaders to analyze operations, identify gaps, and ensure process alignment, resulting in enhanced operational efficiency and customer satisfaction.
  • Formed strategic partnerships and connected with potential clients to drive business development.
  • Evaluated scripts to identify creative strategies and resource needs.

Area Manager

AT&T
Orlando, FL
01.2004 - 01.2007
  • Directed and coordinated day-to-day Inside Plant operations, managing central office, power, carrier, technicians, and 3rd party vendors in Central Florida
  • Leveraged strategic planning and effective resource allocation to ensure operational excellence and maximize productivity
  • Analyzed and assessed correspondence quality, process compliance, and member training to streamline auto-dispatching of Mobility technicians, driving a 30% decrease in response time and exceeding Service Level Agreements (SLAs) and Key
  • Performance Indicators (KPIs)
  • Orchestrated a comprehensive vendor evaluation process, leveraging data-driven metrics to optimize vendor performance and negotiate favorable terms, resulting in a 10% cost savings and improved service quality across all verticals.
  • Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
  • Resolved conflicts promptly to promote positive environment for customers.

Manager

AT&T
Orlando, FL
06.2000 - 01.2003
  • Led the end-to-end management of Inside Plant operations, spanning central office, power, carrier, technicians, and 3rd party vendors, across Central Florida region; delivered seamless operations and optimized performance
  • Forged strong partnerships with construction teams to ensure the successful implementation of outside plant design solutions, resulting in a 20% increase in productivity and a 12% improvement in project quality
  • Streamlined and optimized operations for a 24x7 team handling central office Inside Plant installation and repair
  • Strategically managed switching, transport, power, and 500+ remote POP sites, while overseeing vendor relationships
  • Implemented process improvements that enhanced efficiency, reduced downtime, and met SLAs.
  • Cross-trained existing employees to maximize team agility and performance.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Education

MASTERS IN BUSINESS ADMINISTRATION -

MBA - undefined

Webster University
Orlando, FL

BACHELOR OF SCIENCE (B.S - COMPUTER INFORMATION SYSTEMS

Columbia College
Orlando, FL

Skills

P&L Responsibilityundefined

Timeline

Executive Consultant

The Leafar Group
09.2022 - Current

Sr Director

Charter Communications, Spectrum
09.2019 - 09.2022

Director

Charter Communications, Spectrum
02.2017 - 09.2019

Vice President

Vodafone Americas
12.2014 - 09.2016

Sr Director

AT&T
01.2012 - 01.2014

Sr Director

AT&T
01.2008 - 01.2012

Area Manager

AT&T
01.2004 - 01.2007

Manager

AT&T
06.2000 - 01.2003

MASTERS IN BUSINESS ADMINISTRATION -

MBA - undefined

Webster University

BACHELOR OF SCIENCE (B.S - COMPUTER INFORMATION SYSTEMS

Columbia College

Experienced leader

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