Alfonso Peña Durón
San Pedro Sula,Cortés
Summary
Successful Continuous Improvement Manager with expertise in developing process improvement solutions resulting in better efficiency, visibility and quality of work. Passionate leader, with a customer and employee centric mindset.
Overview
6
6
years of professional experience
Work History
Continuous Improvement Manager
Itel
12.2021 - Current
- Led the implementation of a performance management tool with reach to 3000 employees. 2% improvement obtained in QA 3 months post launch.
- Worked with cross-functional teams to develop and implement a coaching methodology to drive an employee centric experience, resulting in coaching effectiveness increase by 15.24%.
- Managed a Red Zone project with a client of 700+ employees across 2 countries. Achieved 2.02% increase in CSAT over the course of 90 days.
Change Leader
Concentrix
01.2020 - 11.2021
- Oversaw change management efforts to support implementation of critical client coaching methodology.
- Certified supervisors, operations managers and trainers in client's coaching program "Leadership Academy".
- Managed internal client-facing relationship on Leadership Academy execution.
- Implemented engagement activities to drive real-time performance improvements.
Supervisor of Operations
Concentrix
01.2018 - 12.2019
- Coaching and development of teams with up to 20 members.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Completed bi-weekly payroll for 18+ employees.
Education
Degree - Marketing And International Business
UNITEC
San Pedro Sula, Honduras09.2015
Skills
- Business Process Analysis
- Training and Development
- Project Management
- Operations Management
- Interpersonal Communication
Languages
Spanish
Native language
English
Upper intermediate
B2
Accomplishments
- 2 times winner, Supervisor of the month (Sept-Oct 2018).
- Unsung hero award representing Honduras (Oct 2020).
- Extraordinary Leadership Award (Oct 2023).
Timeline
Continuous Improvement Manager
Itel
12.2021 - Current
Change Leader
Concentrix
01.2020 - 11.2021
Supervisor of Operations
Concentrix
01.2018 - 12.2019
Degree - Marketing And International Business
UNITEC
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