PROFILE
Experienced Team Leader and Senior Analyst with a demonstrated
history of working in the BPO, Services, and Customer-Centric
Industries.
Skilled
in
Operations
Management,
Analytical
Skills,
Customer Service, and Strategic Planning. Well-versed in using
online and offline tools like MS Office, Google Docs / Sheets, Skype,
DON ALVAREZ
Slack.
BPO SPECIALIST
-
WORK EXPERIENCES
www.linkedin.com/in/donmalvarez
Taguig, City
Dec. 2016 - Mar. 2017
ADP Phills (Seasonal)
July 2022 - Present
Valor Global Inc.
TEAM MANAGER
Managing a Team of 20 Advocates.
Conducts regular coaching to ensure that KPIs are met
IMPLEMENTATION SPECIALIST
Payroll processing and Tax Liabilities of Small Businesses
in the US
Aug. 2015 - Oct. 2016
Task Us Inc.
Nov. 2019 - July 2022
Valor Global Inc.
POC; MENTOR/COACH; VIEWER EXPERIENCE ADVOCATE
Team POC
Assisted Training Team in Mentoring New Hires, for both
Manila and Phoenix Team
Viewer Experience Advocate, assisting Viewers via Live
Chat and Phones
CUSTOMER SERVICE REPRESENTATIVE
Loan Specialist servicing Australian Clients in various
channels - Inbound/Outbound, Live Chats, Emails and
SMS
February 2002 - 2014
LBC Express Inc.
TEAM LEADER - DELIVERY OPERATIONS
Facilitate coaching and Team Meetings
Ensure that Delivery Team meets SLAs and KPIs for both
Oct. 2018 to Oct. 2019
Relyebo PH (Startup)
internal and external customers, as directed by the
company
PROJECT LEAD
Overall In-charge of Team's Progress
Plans and Implement Social Media campaigns
April to Oct. 2018
Telus Int'l Phils.
CUSTOMER SERVICE REP III
Email Tech Specialist for Google Cloud Campaign
April to Dec. 2017
Alchemy for Infoready
CONTACT CENTRE CONSULTANT / SENIOR ANALYST
Strategize Process Improvement for Live Chat and BOH
Teams
CAREER HIGHLIGHTS
Part of the Pilot Team of Mentors who assisted PHX
Training Team, onboard 3 waves of new hires
Increased Live Chat Team's NPS from -4 to +47, and
Sales Conversion from 0 to 20 average conversion per
month, as Live Chat Consultant.
Part of a Leadership Team that piloted Team Mergers as
a holistic approach to achieving delivery efficiency and
pioneered setting up Delivery HUbs in Central and
Northern Luzon.
