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Network Power<100 people
Roles
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Costa Rica
Work Background
Administrative Services Manager
Boston Consulting Group (BCG)Administrative Services Manager
Jul. 2024Heredia, Costa Rica
Customer & Merchant Care Manager
Snap! FinanceCustomer & Merchant Care Manager
Oct. 2019 - Dec. 2023Costa RicaPerformance management for a group of up to 100 team members. Manage teams in two different departments simultaneously, Customer Care and Merchant Support; with voice and email teams, including their respective escalation lines. Manage teams in different locations simultaneously. Internal teams in Costa Rica and the United States, BPO manager for the team in the Dominican Republic. Work on reports and action plans for the development of the department. Those include but are not limited to each department's specific KPIs, compliance, new training material, and updates to our internal knowledge base. Partner with teams such as recruiting, human resources, training, workforce, compliance, quality, etc for diverse interdepartmental processes or projects.
Customer Service Supervisor
Snap FinanceCustomer Service Supervisor
Mar. 2018 - Sep. 2019Alajuela, Costa RicaPerformance management for a group of up to 40 team members. Review and coach any compliance-related audits and elaborate on each review's improvement plan. Communicate general performance trends and share best practices with the team. Agents' and team leads' performance management. Including reports, documentation, and disciplinary actions with their respective action plans. Participate in new systems or processes' testing. Participate in hiring processes.
Customer Service Team Lead
Snap FinanceCustomer Service Team Lead
Dec. 2017 - Feb. 2018Alajuela, Costa RicaWork as a mentor for a group of up to 15 team members. Reinforce important processes' updates. Conduct quality evaluations. Coach and re-train agents on their specific areas of improvement.
Customer Service Representative
Snap FinanceCustomer Service Representative
Feb. 2016 - Nov. 2017Alajuela, Costa RicaAssist customers with different account-related questions. Helped customers perform changes to their account terms. Provide basic technical support to customers and merchants.
CISCO Networking Engineer
SYKES Costa RicaCISCO Networking Engineer
Oct. 2015 - Feb. 2016Heredia, Costa RicaProvide Cisco clients with support on their security devices' configuration. Help other team members with follow-up on their cases keeping an open communication channel for the customers.
Inbound Customer Service Representative
SYKES Costa RicaInbound Customer Service Representative
Dec. 2013 - Oct. 2015Heredia, Costa RicaProcess fraud claims. Receive, document, and classify credit card transaction disputes.

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