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Network Power<100 people
Roles
💸50%
Marketing
🗿50%
HR
Geos
🇨🇷50%
Costa Rica
Work Background
FreelanceSenior Program / Project Manager
Mar. 2024
Alintech TechnologyEngineering Manager / PMO - Operations
Oct. 2016 - Jan. 2023RemoteDirecting and leading the business and client portfolio. Coaching and developing the management team to implement with best practices the operation, technical, and program management governance frameworks.Driving the organization's services and products. I am responsible for making critical operational decisions, establishing metrics, and running and adjusting budgets. Managing the business and overseeing multiple projects simultaneously. Establishing a learning and development department. Assisted the HR department with recruitment plans and effective engineering and technical hiring processes. I am passionate about Operational Excellence and High customer satisfaction. therefore, I am the first advocate and sponsor of all our initiatives for Quality and Customer Satisfaction. Our mission is to be responsible and assertive with our customers exceeding their expectations.
Zenith Education GroupSenior Manager Contact Center / Support Center
Nov. 2013 - Jun. 2015Thorthon, Colorado
Managing and developing a team of 7 to 9 supervisors, with teams of 12-17 representatives, Assuring their goals are oriented and aligned to the business goals such as; success rate, AHT, call lead ratio etc. Monitoring team performance to assess progress toward site goals, and set individual and team goals and objectives accordingly. Drives and support quality projects assuring the appropriate project techniques and best practices. Delivering individual and group productivity, utilization reports and the impact on the business. Write and conduct performance evaluations, provide both formal and informal feedback on an ongoing basis making recommendations for individuals and team actions. Including employment decisions based on performance reviews. Support Contact center training and quality efforts.
Promote a sales culture environment to motivate employees and supports employee satisfaction
Provide visibility and ensure transparency of operations through ongoing communication. Develop detail operations reports. Maintain a professional and positive manner. Ensure teams are in compliance with Contact Center and company policies and procedures.
Costa Rica Travel Experts LLCDirector of Projects/ Business Development
Mar. 2010 - Jun. 2013May 2010 to June 2013
Costa Rica Travel Experts Planning and executing the business plan, managing the project according to different methodologies as AGILE - PMBOK etc.
Lead a cross-functional team of leaders as software engineers, graphic designers, and marketing and operations leaders to develop the new company. The developing of a customized ERP for the company (back office administration) along with an online reservations system to satisfy the particular business needs.
Contribute and support the implementation of the recognition and incentive program for our contact center staff Defined the strategy of the recruiting plan for the supplementary departments as executive travel advisors, frontline contact center specialist.
Leading and forming the company portfolio comprised of several projects utilizing the matrix environment to maximize results and resources Contribute to the company processes and standardizations.
Hewlett PackardTransition Manager
Dec. 2005 - Mar. 2009GSC HPResponsible for managing the transition project for the Global Solution Center in Costa Rica. Hiring around
thirteen technical teams of 25 agents within different technical skills and knowledge; as Storage, UNIX, Linux
skills in a weekly basis.
Defined project deliverables and monitored status of tasks.
Collaborated with cross-functional teams to achieve the hiring requirements and be on time with schedules and
plans.
Recruited for various positions across multiple cities
Developed creative recruiting strategies that met anticipated staffing needs.
Direct the development of new employee evaluation system to expedite the technical screening test for hiring
purposes focused on employee technical knowledge, competencies, and development.
Trained, developed and counseled new employees to develop high performing teams
Hewlett-PackardISS CS Team Manager
Aug. 2005 - Mar. 2006People manager for 50 agents 25 direct reports.
Coached employees in developing and achieving individual performance goals.
Led regular stand-up meetings, events and continuous improvement projects with measurable goals.
Coordinated closely with quality control regarding metrics and improvement plans.
Responsible for encouraging a worldwide culture environment.
Managing escalations, problem resolution.
Process analysis improvement, supplying customer services, managing team metrics, Improvement planning,
developing career.
Supervised schedules.
TAM Travel CorporationAID USA Travel coordinator
Jan. 1992 - Oct. 1995AID RohmoserTravel coordinator for the AID US.
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