Alvaro Martinez

Manage productivity metrics for the sales support queues, analyze, assess and recommend solutions for ongoing issues. Review current processes and implement changes towards maximization of resources and cost effective solutions Reduction of Operational expenses and optimization of agent’s productivity. Develop and implement projects to provide better service to customers and resolve in one. Manage Profit and Loss for the Dell Sales Account. Develop and implementation of strategies to reduce attrition.

Manage a team of 15 + direct reports, work in their development and provide constant coaching and feedback to achieve productivity metrics. In charge of being the training liaison for the Support area and maintain the agents updated in Policies, Procedures, Products and Services that the company offers. Develop and implement projects to provide better service to customers and resolve in one. Part of the Culture Champion Management team

Develop and deliver class room trainings for Dell Home Sales (New Hire and Vitality), Helpdesk and Cancel Reenter (E-Sales) Develop and implement methods for evaluation of program effectiveness, evaluate the delivery of training, modify program based on feedback. Develop and implement audit forms and procedures to improve performance after training. Certified to train trainers. (Master Trainer

Development of better communication strategies. Writing skills and web design trainer for children and adolescents in rural communities. Website design and updates. Web server administration. Annual yearly report design. Creation and design of multimedia presentations. Photography. Project supervisor to inform donor countries.