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Juan Alvarado

@juanalvarado

Operations supervisor at Innovative Contact Solutions who led daily operations across multiple lines of business and improved service delivery.

Guatemala

Message

At Innovative Contact Solutions (ICS), I led daily operations across multiple Lines of Business and monitored KPIs to assess productivity, service quality, and operational performance. I also coordinated workforce scheduling and implemented process improvements to enhance team performance and service delivery.

At Tigo, I analyzed operational data to identify theft patterns, business losses, and potential security risks, and monitored loss-prevention strategies. Earlier, I configured and monitored network sensors at Paessler using PRTG Network Monitor.

Experience

Work history, roles, and key accomplishments

Team Lead

Innovative Contact Solutions

Jan 2022 - Mar 2025 (3 years 2 months)

Led daily operations across multiple lines of business, overseeing customer service agents and team coordinators. Monitored KPIs, coordinated workforce scheduling, and implemented process improvements.

Team Leadership Operations Management Workforce Scheduling KPI Monitoring Performance Management Process Improvement Operational Planning Data Analysis

Customer Service Representative

Innovative Contact Solutions

Jan 2020 - Jan 2021 (1 year)

Delivered customer support across multiple lines of business while maintaining quality and productivity standards. Resolved customer inquiries professionally, prioritizing service quality and satisfaction.

Customer Service Communication Skills Quality Assurance Problem Solving

Data Analyst & Fraud Prevention Specialist

Tigo

Jan 2018 - Dec 2019 (1 year 11 months)

Analyzed operational data and identified patterns associated with theft, business losses, and security risks. Monitored loss-prevention strategies and evaluated data trends to improve fraud prevention.

Data Analysis Fraud Prevention Risk Mitigation Trend Identification performance reporting

ATL/BTL Marketing Coordinator

Nuez Lo Mismo

Jan 2017 - Jan 2018 (1 year)

Coordinated and executed ATL and BTL marketing campaigns for established brands including Coors Light and Maruchan. Supported campaign planning and execution to align with brand objectives.

Marketing Campaigns ATL BTL Brand Management Campaign Planning

Network & Systems Administrator

Paessler

Mar 2013 - Nov 2016 (3 years 8 months)

Configured and monitored physical and remote network sensors using PRTG Network Monitor and centralized monitoring systems. Supported network monitoring and system administration to maintain infrastructure performance.

PRTG Network Monitor Network Monitoring System Administration Infrastructure Management

Certification Coordinator

Galileo University – Continuing Education

Jan 2012 - Jan 2013 (1 year)

Coordinated Microsoft certification programs and managed administrative processes within the Continuing Education department. Supported program organization and documentation.

Program Coordination Administrative Support Documentation Microsoft Certifications