ALVIN LATOSA

1. Operations Management

Ensures efficiency, high quality service, and timely delivery of service and effective management of resources

Drives company culture and policies, and create a work environment in which employees will feel empowered to challenge norms, refine/standardize the process and put in changes that would enable the business to meet its plans

Manages workload and key performance indicators through implementation of assessment tools and effective analysis to interpret process performance, people, and control indicators

Provide guidance and assistance to subordinates within the latitude of established company policies

Manage associate disciplinary actions and make recommendations on regularizations and retention

2. Reporting and Analytics

Prepare a variety of periodic (daily, weekly, monthly, quarterly, and annual) reports that are utilized for all levels of strategic and financial decision-making for the organization

Prepare ad-hoc reports and provide analysis for all levels of management. Following guidelines established by the requester, create reports that may be used in company wire decision-making

3. Administrative Functions

Prepares annual performance review documentation, regularizations, coaching, disciplinary actions, and other ad-hoc documentation

Manage timekeeping of associates that may include approval of overtime, paid time-off, and scheduled adherence.

Receive and track employee and customer complaints, and resolve problems

1. Master of Training

Has master level skills in actual training delivery (transfer of knowledge), facilitation and presentation skills.

Has an expert understanding of the Adult Learning Principles and can demonstrate through application

Has the ability to use various Training techniques – role playing, scenario based learning, etc. and can make enhancements depending on the need

Responsible in assisting with the transitions of new processes through learning, documenting and training/sustaining learned processes through various form of transition techniques such as:

Learning Processes:

• Onsite learning
• Remote/Virtual

Documenting:

• Creation of Standard Operating Procedures/Work Orders/Training Materials

Training:

• Set up a certification process for Performance Readiness Trainers and for actual associates

2. Training Needs Analysis

Data Driven Analytics – use of Qualitative and Quantitative data to validate actual training need

Has the ability to come up with SMART (Specific, Measurable, Attainable, Realistic and Time-bound) plans

Has the ability to engage Operations, Quality or other groups, as needed, to validate, execute and measure output

3. Training Measurement

• Possesses the ability to measure Training related actions (Instructional Design, Training Delivery and Training Needs Analysis), employing both Qualitative and Quantitative techniques, for the actions as result thereof.

Quantitative:

• Quality scores
• Transaction handling time
• CSAT or Net Promoter Scores
• Assessment Scores

Qualitative:

• Survey Feedback Form
• CSAT Verbatim

4. Training Reports

Possesses the ability to report training actions and results through various reporting format, types and tools.

Tracking and graphical representation of results

Use of different commercial tools such as MS Office applications, Learning Management Systems, etc.

Internal Tools for Ingram Micro

1. Account Management

Manage strategic accounts as assigned (SAP and IMPULSE Systems).

Achieve Service Level Agreement (SLAs) for all accounts

Periodic Business Reviews

Actively engage on Customer conference calls

2. Subject Matter Support

Handle escalation calls and issues (internal & external)

Represent the department in meetings and on projects.

Lead or participate in meetings, conference calls and presentations

1. Collect past due amounts on Chase Auto Finance accounts.

Customers being contacted through telephone and mail, assess the individual circumstances and decide upon an appropriate course of action

Includes determining reasons for non-payment, negotiating payment arrangements, offering suggestions to customers on how to meet their obligations and advising them (customer) as to the possible consequences of not meeting the obligations.

1. Order Account Management

Manage incoming orders based on routing guide requirements and on time delivery specifications

Perform product availability and pricing

2. Issue RMAs (Return Merchandise Authorization)

Utilize on-line tools for P&P and work instructions. Inspection and test

Utilize Impulse vendor compliance tables systems within company policies & guidelines up to approved authority levels.

Communicate results to internal/external customers via verbal or electronic means.