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Work Background
Straumann GroupCustomer Support Manager - Alliedstar
Apr. 2025Responsible for the support of Alliedstar products. Service Design and Delivery Technical Support Structure Customer Service Excellence Programs Operations Management across regions and business units. Process Improvement
Straumann GroupTechnical Support Manager
Nov. 2023 - Apr. 2025Costa Rica
Tek ExpertsTeam Manager
Oct. 2022 - Nov. 2023Costa RicaManagement of +20 virtual and on site tech support engineers, seniors and supervisors, driving overall team perfomance and operational excellence. Managed Microsoft certifications, processes and policies compliance. Project collaboration and alignment of processes accross regions.
Vidrios Brenes CR Commercial Manager
Jan. 2020 - Nov. 2022
Hotel Rancho CoralManager
Nov. 2018 - Jan. 2020Esterillos Oeste, PuntarenasResponsible of overall hotel operation. Focused to achieve an eco-friendly and socially conscious operation. Performance monitoring and process improvement of all different departments. Motivate and coach employees to achieve short, mid and long term goals while maintaining an exceptional customer experience. General and financial reporting. Project management aligned with executive goals.
AmazonHRS-ERC Team Manager
Sep. 2017 - Nov. 2017Costa RicaResponsible for employee performance, driving culture within the team, and ensure service delivery metrics are achieved. Real-time team engagement: by meaningful performance and development discussions by regularly reviewing employees work, and conducting both real-time coaching as well as long term development planning. Development of change management strategies and strong communication. Passion on continuous improvement systems and culture.
AmazonERC Team Lead
Apr. 2017 - Sep. 2017Costa Rica
AmazonERC HR CS
Jan. 2013 - Apr. 2017San Jose, Costa RicaAssist employees on general employment and HR related inquiries, while maintaining an excellent customer experience. Creation, management and resolution of trouble tickets, customer cases. Handle phone, email and chat contacts, responsible of meeting and exceeding key quality/performance indicators.
AmazonWork Flow: Real Time Analyst (seasonal)
Oct. 2012 - Jan. 2013Heredia, Costa Rica
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