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Work Background
AmazonManager, Customer Success - Strategic Account Services
Jun. 2024Costa Rica
Palo Alto NetworksGlobal Sales Support Manager
Feb. 2021 - Jun. 2024Costa Rica
AmazonManager, Disability & Leave Svcs.
May. 2020 - Feb. 2021San Jose, Costa Rica
AmazonStrategic Account Services Manager
Oct. 2018 - May. 2020
AmazonCS Group Manager
Apr. 2017 - Oct. 2018Costa Rica
AmazonCustomer Service Manager
Sep. 2016 - Apr. 2017Costa Rica
ConcentrixCisco Operations Manager
Nov. 2015 - Jun. 2016San Jose, CR-Manage 2 operations with a total of 90 members, including team leads, subject matter experts and customer service agents.
-Maintain relations with Cisco as a client, ensuring high levels of satisfaction, responsiveness and delivery.
-Keep all SLAs and internal metrics in good standing. Create control methods and improvement action plans as needed.
-Effectively communicate weekly and quarterly performance reports to client, striving for a continuous improvement.
-Create Personal Development Plans for direct reports, ensuring a steady development in their professional career.
-Manage, develop and track different projects alongside the main operation in order to add value to our clients.
Tech DataCisco Marketing Manager
Sep. 2013 - Nov. 2015San Jose, CR-Successfully launched the Center of Excellence initiative, a completely new business development unit supporting Canada, Mexico, CANSAC and South America.
-Hired, trained and on boarded Cisco members.
-Developed business strategies focused on enabling Cisco partners across the Americas.
-Grew Cisco business in specific customer segments across the Americas.
-Successfully launched new training platforms, trained over 300 Cisco partners in one year.
-Managed relationship and communication with key stakeholders.
-Led a 40 member operation with high levels of productivity, consistent Y/Y growth and increased market share.
Tech DataSupervisor-Cisco Inside Partner Account Manager/Cisco System Engineers
Apr. 2011 - Aug. 2013san jose, costa rica-Led a team of 7 Partner Account Managers.
-Recruited, hired and trained staff members
-Established consistent KPIs, achieving and over exceeding goals.
-Managed relation and communication between Cisco Operation and SMB Sales at Tech Data.
Tech DataCisco Partner Account Manager
Nov. 2008 - Apr. 2011-Supported key accounts to develop and grow their Cisco business.
-Trained and led partners to achieve certifications and specializations.
-Marketing programs SME
-Leads pipeline management
-Consistently achieved and overachieved established performance metrics.
Tech DataSales Representative
Mar. 2008 - Oct. 2008-Managed South Eastern sales region in US.
-Managed selling cycle (lead prospecting, quoting and order placing) for over 500 customers.
Amazon
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