Summary
Overview
Work History
Education
Skills
Websites
Timeline
References
Generic
Helmut Alexander Itzep

Helmut Alexander Itzep

Guatemala City

Summary

Customer service professional with 9 years of experience in delivering exceptional support across multiple areas including Retention, Sales, Escalations, Collections, Chat, and Customer Success. Skilled at resolving complex issues with empathy and efficiency, while ensuring a positive customer experience. Experienced in using data-driven insights to improve service quality and streamline processes, consistently exceeding KPIs such as customer satisfaction, response time, and resolution rates. Recognized for clear communication, problem-solving, and the ability to build lasting customer relationships.

Overview

10
10
years of professional experience

Work History

Financial Analyst

Amazon, Cloud Commerce
01.2025 - 07.2025
  • Performed detailed financial analysis to evaluate product profitability and support data-driven decision-making.
  • Streamlined financial reporting processes, delivering clear and concise insights to improve strategic planning.
  • Researched and identified optimal sourcing opportunities, including discounts and supplier negotiations, to maximize margins and profitability.
  • Utilized Keepa and SellerAmp to analyze product performance, assess ROI, and determine best pricing strategies.

Operations Manager (Hybrid)

Alorica
12.2019 - 05.2024
  • Managed over 150 employees.
  • Maintained stable financial operations, controlling on-site shrinkage, occupancy, and achieving gross profit and revenue goals.
  • Assisted operations in maintaining healthy staffing levels.
  • Collaborated frequently with the sales quality team to develop procedures that ensured 90% accuracy in sales.
  • Gained experience working with various departments (Recruitment, Workforce, Quality, Reporting, and Human Resources) to keep operations running smoothly.
  • Successfully maintained a 5% attrition rate, as required by Alorica, for 2 years by working closely with supervisors to enhance agent engagement and commitment.
  • Supported and coached 8 supervisors weekly to ensure all goals were met.
  • Increased sales conversion by 2%, surpassing the client's target.
  • Improved the client's overall scorecard by more than 4% above their request.
  • Reduced common mistakes on quality forms by 20%.
  • Developed 4 new supervisors who were promoted to confirmed team manager positions.
  • Sent daily Excel reports with updated performance metrics to track improvements.
  • Conducted weekly and daily meetings to review Alorica KPIs and client requests.
  • Facilitated weekly and quarterly business reviews with the client to present results.

Operations Supervisor (On site)

Alorica
02.2017 - 12.2019
  • Supervised over 15 employees through coaching and training to ensure consistent performance against KPIs.
  • Enhanced KPI performance by analyzing data daily to measure improvements and set weekly team objectives.
  • Reduced payment issues over three years by adjusting work hours daily to ensure accurate monthly payments.
  • Increased customer service satisfaction by 20% above average through the application of effective de-escalation techniques.

Customer Service Representative (On site)

Alorica
05.2015 - 02.2017
  • Answered over 40 calls daily, achieving daily goals by selling products, managing customer accounts, responding to service inquiries, handling enrollments, processing billing and payments, and retaining customers.
  • Achieved a 20% above-expectation conversion rate in sales and retention.
  • Attained a 90% customer satisfaction rate and consistently exceeded client expectations in quality.
  • I was part of the Sales, Retention and Escalations team.

Education

High school diploma - Computer Science

School Albert Einstein
12.2013

Bachelor's degree - Business administration

ESI - School of business
01.2026

Systems Engineering

Universidad Mesoamericana
12.2014

Skills

  • Languages: Advanced English, Native Spanish Speaker

  • Microsoft Office Advance skills

  • Power BI

  • Cisco

  • CMS

  • Citrix

  • SAP

  • CRM

  • Financial reporting (Accruals, Assumptions, Revenue, GP, Lost Hours, Bill to pay)

  • Analytical thinking and Data Analysis

  • Coaching and training

  • Leadership

  • Proactive and able to take Initiative

  • Detail-Oriented

Websites

Timeline

Financial Analyst

Amazon, Cloud Commerce
01.2025 - 07.2025

Operations Manager (Hybrid)

Alorica
12.2019 - 05.2024

Operations Supervisor (On site)

Alorica
02.2017 - 12.2019

Customer Service Representative (On site)

Alorica
05.2015 - 02.2017

Bachelor's degree - Business administration

ESI - School of business

Systems Engineering

Universidad Mesoamericana

High school diploma - Computer Science

School Albert Einstein

References

  • Luis, Marroquin, Lean Solutions Country Manager, +502 57287576, Lean Solutions
  • Samuel, Esquit, Lean Solutions Client Solutions, +502 52002264, Lean Solutions

Similar Profiles

CREATE PROFILE
Helmut Alexander Itzep