Jose Alejandro Salaverria Tusell

Work History

Management & Talent Development Senior Manager

The Office Gurus

San Salvador

07.2022 - 05.2023

Collaborated with managers to identify and address employee relations issues.
Conducted performance reviews and provided feedback to managers on employee performance.
Developed and implemented onboarding and orientation programs for new employees.
Worked alongside global business leader to deploy new training strategies.
Created and delivered HR training sessions to staff, managers and executives.
Assisted with writing job postings and job descriptions for boards.
Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.

BPO Country Manager

The Office Gurus Belize

San Ignacio

10.2021 - 07.2022

Gathered information on competitor activities and market trends to enhance strategic decision-making.
Implemented an Outreach Program and strategies to elevate brand awareness and increase the potential pool of employees for recruitment.
Recruited, trained and coached the entire Belize Staff to support company growth.
Developed and implemented business strategies to achieve business goals and stay competitive.
Controlled costs to keep business operating within budget and increase profits.
Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Improved marketing to attract new customers and promote business.
Managed and motivated employees to be productive and engaged in work.
Planned and budgeted accurately to provide business with resources needed to operate smoothly.
Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Cross-trained existing employees to maximize team agility and performance.
Maximized performance by monitoring daily activities and mentoring team members.

BPO Site Operations Manager

The Office Gurus Belize

San Ignacio

03.2019 - 10.2021

Kept sites compliant with PCI, SOC 2 Type II, HIPPA, and local regulations to prevent unnecessary risks.
Assumed responsibility for personnel deployed to work site.
Oversaw employee attendance record, handled payroll, and handled incentives and bonus files.
Created weekly and monthly reports and presentations for management team.
Complied with safe operating practices and assessed operational procedures against best practices.
Interviewed, hired, and trained new workers.
Coordinated site investigations, documented issues, and escalated to executive teams.
Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Trained and guided team members to maintain high productivity and performance metrics.
Interacted well with customers to build connections and nurture relationships.
Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Assisted in recruiting, hiring and training of team members.
Reported issues to higher management with great detail.
Implemented business strategies, increasing revenue and effectively maximizing resources.
Reduced operational risks while organizing data to forecast performance trends.
Trained new employees on proper protocols and customer service standards.
Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Resolved issues between employees and customers using company policies.

BPO Operations Manager

The Office Gurus El Salvador

San Salvador

01.2016 - 03.2019

Devised processes to boost long-term business success and increase profit levels.
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Identified and resolved unauthorized, unsafe, or ineffective practices.
Set, enforced, and optimized internal policies to maintain responsiveness to demands.
Introduced new methods, practices, and systems to reduce turnaround time.
Analyzed and reported on key performance metrics to senior management.
Directed initiatives to improve work environment, company culture or overall business strategy.
Led hiring, onboarding and training of new hires to fulfill business requirements.
Supervised operations staff and kept employees compliant with company policies and procedures.
Developed and implemented strategies to maximize customer satisfaction.
Developed systems and procedures to improve operational quality and team efficiency.
Trained new employees on proper protocols and customer service standards.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Assisted in recruiting, hiring and training of team members.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Identified and qualified customer needs and negotiated and closed projects with high success rate.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Trained and guided team members to maintain high productivity and performance metrics.

Call Center Supervisor

The Office Gurus El Salvador

San Salvador

05.2015 - 12.2015

Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Created team rotations to man center effectively during peak hours.
Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Trained team members on performance metrics and consumer behavior identification.
Executed Monthly Performance Plans with representatives to to identify production gaps.
Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Developed process controls and metrics for daily management of call center.
Created clear and effective policies governing all aspects of employee work and interaction with customers.
Developed quality employees within call center to take over leadership positions.
Determined quality assurance benchmarks and set standards for improvement.
Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Improved average hold times, resolution rates and satisfaction scores through staff development.
Analyzed customer feedback to identify improvement opportunities and develop action plans.
Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Recruited, trained and onboarded new agents, maintaining exceptional service standards.
Implemented innovative service strategies to improve customer experience and engagement.
Led daily team meetings to review performance, set targets and motivate staff.
Evaluated data to identify trends and determine customer service needs.
Scheduled call center staff to meet operational needs whilst remaining under budget.
Resolved escalated customer issues promptly and professionally to maintain satisfaction.

ESL Teacher

Escuela Americana Extension

San Salvador

03.1999 - 12.2010

Attended workshops to learn about student motivation and engaging learning activities.
Educated students in basics of English grammar and conversational speaking.
Gave one-on-one attention to each student while maintaining overall focus on entire group.
Developed and taught ESL curriculum to improve students' conversational abilities.
Conducted individualized tutoring sessions for students with additional learning needs.
Coached students on English pronunciation and intonation for eloquent conversation.
Facilitated small group and individual instruction to maximize student learning.
Modified curriculum plans with colleagues to meet changing student needs.
Created and delivered engaging lesson plans to accommodate different learning styles.
Set assessments to measure student progress and identify growth opportunities.
Used positive reinforcement and provided clear feedback to help students succeed.
Assessed work of adult students to evaluate progress and identify areas for improvement.
Employed variety of assessment tools and strategies to improve instruction methods.
Reviewed course materials and student progress to identify strengths and weaknesses for future improvements.
Supplemented instruction and increased student understanding with use of audio-visual equipment and other technology.
Assigned lessons and corrected homework.
Personalized instruction based on needs, interests and capabilities of individual students.
Balanced instruction, demonstration and personal work time for optimal student learning.

Summary

Overview

Work History

Management & Talent Development Senior Manager

BPO Country Manager

BPO Site Operations Manager

BPO Operations Manager

Call Center Supervisor

ESL Teacher

Education

Bachelor of Arts - Licentiate in English Language

Skills

Additional Information

Certification

Timeline

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