Kenny Alvarado
Guatemala City,01
Summary
Team leader at HCL Technologies, focused on operational excellence and continuous improvement. Skilled in data analysis, client communication, and process optimization, with a proven track record of increasing efficiency and fostering high-performance cultures. My strategic initiatives in process improvement have led to significant efficiency gains, ensuring exceptional customer experiences in demanding environment. As a leader, I am actively involved in recruitment, hiring, and staff training processes.
Overview
10
10
years of professional experience
Work History
HCL Technologies
Guatemala, Guatemala
06.2020 - Current
- Led successful launch and ongoing development of customer service operation, managing a team of 28 agents.
- Acted as main contact for clients, ensuring effective communication and alignment with goals.
- Developed and assessed performance reports to monitor KPIs and drive continuous improvement.
- Executed process enhancements that elevated efficiency and quality of service delivery.
- Fostered high-performance culture through coaching, constructive feedback, and performance management.
Customer Service Representative
24/7 a.i.
Guatemala, Guatemala
06.2015 - 04.2020
- Provided exceptional customer service in high-volume call center focused on credit card support.
- Resolved client inquiries and issues to ensure positive customer experiences.
- Collaborated with cross-functional teams to enhance service initiatives and support pilot tests for new companies.
Education
Bachelor´s Degree in Industrial Psychology - 1.5 Years Completed (2018 - 2019)
Galileo University
GuatemalaClinical Psychology (Bachelor´s Program) - Completed 0.5 Years - (2022)
Galileo University
GuatemalaSkills
- Data analysis
- Client communication
- Team leadership
- Coaching and mentoring
- Organization
- Microsoft office
- Problem resolution
- Attention to detail
- Public speaking
- Case management
Accomplishments
- Top Team Leader Award - 2022
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
HCL Technologies
06.2020 - Current
Customer Service Representative
24/7 a.i.
06.2015 - 04.2020
Bachelor´s Degree in Industrial Psychology - 1.5 Years Completed (2018 - 2019)
Galileo University
Clinical Psychology (Bachelor´s Program) - Completed 0.5 Years - (2022)
Galileo University
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