Alvaro Mena Huete
Project Manager /Customer Service-Sales -Marketing
-• - - • Managua, Nicaragua
Results-driven, passionate professional experienced in Customer service, training, mentoring, and satisfaction.
Proven track record of successfully developing strategies to improve client engagement, fostering and nurturing a
collaborative environment that yields higher productivity levels. Talented in prioritizing tasks, allocating workflow,
streamlining procedures, and formulating creative solutions for arising issues. Solid interpersonal skills to work with
people across multiple departments. Highly analytical and detail-driven; able to develop and maintain accurate
records, forecasts, and reports. Proficient in Microsoft Office suite. Areas of Expertise include:
▪ Strategic Planning & Forecasting ▪
▪ Business Development
▪
▪ Customer Satisfaction
▪
Client Management
Sales Demos
Staff Training & Leadership
▪
▪
▪
Regulation Compliance
Project Management
Lead Gen
Professional Experience
Regional Account Manager for LatAm and the Caribbean at Assessment Systems (Seasonal) 2021
Focused on meeting the needs of clients and customers across all departments within a company. Duties included
serving as a point of contact for clients, building customer and company relationships, and generating revenue for
clients and for their organizations.
Mena BPO solutions • Managua •-
client relationship management agency
Project Manager- Sales Coordinator
Searched for new clients and established business relationships, set clear goals about what success in the
engagement process looks like, work strategically and respectfully with agreed upon budgets and was fully
transparent and proactive, brought in the right set of talents and skills to deliver top quality work, showed flexibility
in being able to respond to shifting priorities and business opportunities, was proactive and responsive to deliver a
great client experience, fully participate in direct communication with customers.
New Media Services • Managua •-
An online dating site company.
Manager -Customer Service
Mentored and coached a team of contract workers who process work across various channels (chat, email, SMS,
or other channels as business changes), evaluate performance of contacts for contract workers during training
and post training, ensure compliance with established processes and procedures, coached individual
performance to ensure effective resolution of consumer interactions, up to but not including disciplinary actions,
identify individual performance trends that increase agent efficiency, consumer satisfaction and brand impact,
escalated or requested additional training or other interventions that enable contract workers to be successful in
handling consumer interactions.
Key Accomplishments:
• Overviewed best cu st om er sa t is fac ti o n practices to ensure optimal services.
• Trained and put together the best team of collaborators to accomplish goals throughout the year and achieved
the highestlevel of quality.
Macmillan Education • Central America •-
A professional brand that focuses on training and sales.
Sales-Coordinator
Demonstrated a thorough understanding of relevant digital and print learning content, assessments, services
and certifications via presentations and in-depth training. Developed customized materials and presentations
including correlations with local curricula when needed Providing overall support and recommendations to key
accounts in the assigned territory, thus guaranteeing continuity of relationship. Conducting methodological,
technological workshops, promoting the brand, doing virtual workshops, suggesting changes, updated current
and potential clients, profiled needs, covered and potentiated the brand nationally. Assisted marketing and
product management in specific projects. Communicating service activities, market trends and customer needs
to management.
Key Accomplishments:
•
Executed strategic supervision and follow up of distributors’ representatives, create
sectored workshops by city at a national level.
• Selected right training procedures, focusing on abilities and profiles ensuring operational excellence.
Alvaro Mena Huete
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UAM Universidad Americana • Managua •-
An educational institution.
Trainer
Designed and delivered call center training program, syllabus, Scheduled New training, collaborated with CZF
regarding training procedures, assisted with candidate selection process. Screened language applicants’ abilities
and managed measurement tools for competent program assurance.
Key Accomplishments:
• Maintained final product quality by 95% after six months.
• Developed processes for candidate selection according to university regulations.
TALENT INC • Managua •-
A contact center BPOC
CS Leader
Managed multiple assignments from different clients, Developed and implemented strategic repositioning, of full
operational management, screened, trained and hired new writers based on resume skills. Capitalized on
technological advantages to pre-screened applicant process, Ensures proper communication with customers.
Key Accomplishments:
• Executed strategic resume standardization.
• Created right templates, focusing on client abilities and profiles ensuring operational excellence.
Stream Global Service • Managua •-
A contact center BPO.
CS Quality Control Analyst
Monitored agents’ calls in the Philippines, San Salvador, Dominican Republic and Nicaragua using NICE
Platforms. Created a daily report, prorate calls, delivered a monthly report, calibrate, coordinated and hosted
calls with other QA ´s overseas, updated 8 different Client accounts reports AT&T, Sprint, Sirius, Dell, HP Xbox,
Microsoft, and Intuit. Sales Agent-Sprint, main responsibilities: Mentoring, Shadowing, Credit checking,
Feedback provider, Revenue creation, Goal achieving. Key Accomplishments:
• Maintained quality standards by 100% after two months.
• Developed processes improvement and training material.
Ave Maria College (Keiser University) • San Marcos, Carazo •-
An educational institution.
ADJUNCT PROFESSOR
Taught pre- and upper-intermediate multilingual classes of 10-16 students in English as a Foreign
Language, Tailored
Lessons according to research and analysis of student needs. Created activities targeting receptive and
productive skills
Key Accomplishments:
• Improved delivery of effective learning through research.
• Facilitated learners’ assessment through effective use of technological tools.
Education & Training
MBA, Universidad Europea del Atlántico, (UNEATLANTICO), Santander, Spain. Expected-2021)
B.A. degree in English as a foreign language, Universidad Centro Americana (UCA), Managua.2001.
Postgraduate Diploma in Higher education. 2015.
Postgraduate diploma in ESP. UCA, Managua. 2004.
Postgraduate diploma in TEFL. UNAN, Managua. 2002.
High school: 11th Grade Maestro Gabriel, Managua. 1996.
Technical studies: Computer operator. ITC, Managua.
References
M.A. Meinder Montenegro, Academic Coordinator Call Center program, UAM. Tel-.
M.A. Hope Marie Leyton. Coordinator, language Institute, UAM University. Tel. -.
MBA. Miguel Castellon. Senior Project Manager, Remilty-.
