Alberto Villanueva
Bridging customer needs with product strategy to drive operational excellence and revenue.Expert in scaling CX organizations in high-growth environments.
Professional Summary
Senior Operations Leader with 7+ years of experience building and scaling CX organizations in high-growth, tech-driven environments. Expert in bridging customer needs with product strategy to drive operational excellence and revenue.
Proven track record of elevating CSAT scores (3.94 to 4.84), reducing ramp time by 50%, and leading cross-functional teams. Adept at transforming support functions from reactive cost centers into proactive revenue enablers.
Core Competencies
Professional Experience
A timeline of my professional growth and key contributions across various leadership and operations roles.
Chief Executive Officer and Founder
Welcome
- Built a Software as a Sales company that partners with Property Management companies to provide full life-cycle experiences for their residents
Multi-Unit Team Leader
H&R Block
- Manage daily workflows across three multi-unit locations, ensuring compliance with company standards and delivery of exceptional client service.
- Execute strategic office-level growth plans, partnering with district leadership to meet and exceed seasonal revenue and client growth targets.
- Lead end-to-end talent management, including interviewing, hiring, and conducting performance reviews.
- Monitor and control labor costs through precise scheduling and timekeeping management.
- Facilitate training to upskill associates, ensuring team readiness and adherence to compliance.
Customer Experience Team Lead
Moved
- Built the CX function from the ground up for a high-growth tech startup; maintained 4.84/5 average CSAT over 12+ months.
- Reduced average resolution time by 35% by implementing async-first workflows and refining escalation logic.
- Authored comprehensive SOPs and implemented Intercom automations, streamlining issue categorization.
- Designed an onboarding system that reduced new hire ramp time by 50% while improving output quality by 10%.
- Engineered a Voice of Customer (VoC) reporting infrastructure to deliver actionable insights to Product teams.
- Designed a financial resolution policy achieving a 95% success rate in retaining revenue.
- Drove CSAT from 3.94 to 4.84 in under 12 months by shifting to proactive advocacy.
Department Manager
Lowe’s Home Improvement
- Managed daily department operations, overseeing a team of sales associates to ensure top-tier customer service and department readiness.
- Analyzed sales reports to optimize inventory levels and merchandising, consistently meeting or exceeding sales targets.
- Facilitated conflict resolution for both customers and staff, maintaining a positive and productive store environment.
Operations Manager
Office Max
- Oversaw all store operations including logistics, inventory management, and cash control compliance.
- Led the hiring, training, and development of store associates, building a cohesive and high-performing team.
- Implemented and enforced company policies and safety standards, ensuring a compliant and safe shopping experience.
Education
University of Maine at Presque Isle
Bachelor of Arts in Political Science
Ventures & Projects
A showcase of the companies and products I've built and scaled, focusing on seamless user experiences and robust architecture.
Let's Connect
Currently open to new opportunities in Operations and CX Leadership. Feel free to reach out for a conversation.
Send a Message
I'll get back to you as soon as possible.
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