Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Network Power<100 people
Roles
Geos
๐Ÿ‡จ๐Ÿ‡ท100%
Costa Rica
Work Background
Senior Program / Project Manager
FreelanceSenior Program / Project Manager
Feb. 2024
Engineering  Manager / PMO - Operations
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.
Senior Manager Contact Center / Support Center
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.
Director of Projects/ Business Development
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.
Transition Manager
Hewlett PackardTransition Manager
Dec. 2005 - Feb. 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
ISS CS Team Manager
Hewlett-PackardISS CS Team Manager
Aug. 2005 - Feb. 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.
AID USA Travel coordinator
TAM Travel CorporationAID USA Travel coordinator
Jan. 1992 - Oct. 1995AID RohmoserTravel coordinator for the AID US.
Intch is a Professional Networking App for the Future of Work
300k+ people
130+ countries
AI matching
See more people like Ginnette on Intch
IT
453430 people
18
Technologist, Project/Program Manager
24
Data Scientist Intern @ Newell Brands
16
Program Manager @ DISH Network
ITSystem Analyst
65041 people
18
Technologist, Project/Program Manager
18
Senior Software Engineer @ EarnIn
42
Senior Mining Engineer @ Riot blockchain