Roberto Alejandro Torres Alfaro
Account And Client Relationship Manager
Los Angeles,California
Summary
Account Manager with over 10 years of experience in the call center industry, specializing in sectors such as travel agencies, fintech, utilities, and credit card services. Renowned for a results-oriented approach, I optimize operational efficiencies to enhance financial performance and drive profitability. My core competencies include implementing strategic initiatives and cultivating a customer-centric culture through service excellence frameworks. I am proficient in data analytics, leveraging business intelligence tools and key performance indicators (KPIs) to inform decision-making, streamline workflows, and elevate service quality. Throughout my career, I have successfully led multiple teams, with a maximum capacity of over 400 employees, ensuring high levels of engagement and performance.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Account Manager
Teleperformance
01.2020 - 05.2025
- Drive profitability through data-informed revenue strategies, financial modeling, and continuous margin improvement.
- Build and maintain strong client partnerships via targeted CRM initiatives, boosting engagement, satisfaction, and lifetime value.
- Design and execute scalable, analytics-driven account roadmaps that align with business KPIs and accelerate growth trajectories.
- Leverage fintech-specific metrics and predictive analytics to guide decision-making and enhance performance.
- Conduct market and competitive analysis to uncover expansion opportunities and reinforce client acquisition and retention strategies.
- Lead cross-functional teams across product, marketing, and operations to deliver tailored fintech solutions and ensure end-to-end account success.
- Optimize performance using forecasting tools, performance dashboards (e.g., Power BI, Tableau), and CRM platforms like Salesforce and HubSpot.
- Manage complex contract negotiations, renewals, and upselling strategies to expand wallet share and strengthen account value.
- Champion leadership development and team engagement through structured retention programs, performance management, and pulse surveys.
- Facilitate Quarterly Business Reviews (QBRs) to align stakeholder expectations with deliverables and strategic milestones.
- Ensure compliance with fintech regulatory standards and internal risk frameworks across all managed portfolios.
Operations Manager
Telus International El Salvador
01.2017 - 12.2020
- Diagnose and mitigate financial and operational discrepancies through cross-functional stakeholder collaboration and root cause analysis
- Leverage advanced data analytics and business intelligence tools to provide actionable insights and facilitate effective communication across teams
- Align client deliverables with corporate objectives through the use of stakeholder management frameworks and balanced scorecard methodologies
- Implement industry best practices, leveraging Six Sigma, Lean principles, and ITIL frameworks to optimize service delivery processes
- Lead continuous improvement initiatives using Kaizen methodologies and process re-engineering techniques to enhance operational efficiency and drive performance optimization
Team Leader / Credit and Collections
Telus International El Salvador
01.2012 - 12.2017
- Oversee end-to-end credit operations, including credit risk assessment, accounts receivable management, and credit portfolio monitoring
- Focus on debt recovery processes for overdue accounts using automated collections software and predictive modeling tools
- Manage consumer credit activities by implementing credit risk mitigation strategies and adhering to regulatory compliance standards (e.g., FCRA, FDCPA)
- Develop and deploy advanced recovery strategies, including segmentation, skip tracing, and automated payment reminders to improve collections performance
- Implement data-driven strategies to lower delinquency rates, utilizing credit scoring models, trend analysis, and behavioral risk forecasting
T2 CSR
SYKES El Salvador
01.2010 - 12.2012
- Address end-user inquiries via omnichannel support platforms, including email and telephony systems, ensuring efficient resolution
- Deliver resolution strategies for escalated cases involving:
- Flight booking discrepancies through GDS (Global Distribution Systems) and PNR (Passenger Name Record) management
- Car rental issues by interfacing with fleet management systems and reservation platforms
- Hotel reservation conflicts by leveraging CRS (Central Reservation Systems) and property management systems
- Apply advanced troubleshooting techniques and customer service frameworks (e.g., ITIL, CSAT) to ensure prompt and effective issue resolution
- Maintain seamless communication with customers and cross-functional teams using CRM tools, while implementing feedback loops to improve service quality continuously
Education
Business Administration -
ESI School of Management
01.2016 - 01.2019
Skills
Financial modeling
Client relationship management
Data analysis
Performance forecasting
Project management
Problem solving
Team leadership
Teamwork and collaboration
Customer service
Business development
Client relationship building
Personal Information
- Date of Birth: 02/18/90
Timeline
Account Manager
Teleperformance
01.2020 - 05.2025
Operations Manager
Telus International El Salvador
01.2017 - 12.2020
Business Administration -
ESI School of Management
01.2016 - 01.2019
Team Leader / Credit and Collections
Telus International El Salvador
01.2012 - 12.2017
T2 CSR
SYKES El Salvador
01.2010 - 12.2012