Experienced manager with a strong background in service delivery, team leadership, and project management across technology, logistics, and outsourcing sectors. Skilled in process optimization, client relations, and cross-functional team guidance.
Supervised and guided teams ranging from 15 to 50+ members across multiple roles and industries, ensuring high performance and development.
Managed service scope, ensured timely delivery, maintained SLA compliance, and supported client relationships in call center and outsourcing contexts.
Led multiple projects including process improvements, seller experience enhancements, and IT services setup, utilizing PMP principles.
Implemented quality assurance processes, managed KPIs, reviewed analytics, and maintained ISO standards within customer service environments.
Auxis Consulting and Outsourcing
Service Delivery Management by ensuring the scope of services assigned to the account are completed timely, accurately, and within productivity standards., Team Leadership, supervise and lead a group of team leads, providing guidance, training, and performance feedback to ensure efficient and...
Dwellworks LLC
Management of large, multi-level team (15+ Associates and a trainer)., Responsible for overseeing and managing the relocation process in different geographies., Responsible for defining an efficient, cost-effective, and stable supply plan that supports the relocation forecasts and cost of sale...
DXC Technology
Management of large, multi-level teams (50+ Associates and two Team Leads)., End-to-end ownership of employee management process, including hiring, onboarding, terminations, payroll, performance action plans, progressive discipline, training and development plans, coaching, etc., Responsible for...
Johnson Controls/ADT
Associate’s degree
Descubre otros profesionales con experiencia similar
Oversaw relocation logistics and supply planning in a multi-geography context, ensuring operational efficiency and cost effectiveness.
Management of both Customer Service and Retentions teams, providing client experience coverage for 100% of the Costa Rican market; in-depth management of key client accounts and escalation resolutions., Project management of department-wide productivity improvement initiatives, including time and...
Amazon
Extensive experience in managing high-complexity teams of 15+ associates maintaining 91-100% performance metrics, while fostering a caring, supportive team environment., Advanced “customer-obsessed” project management capabilities, for example: Leadership of 5 projects designed to improve seller...
Amazon
Key planner and executor of IT services set-up in Amazon’s new SJO3 site.
Amazon
Email-based issue resolution and management for Amazon’s priority sellers; deep understanding of tracking/recovery processes and tools.
Hewlett-Packard
Providing immediate technical assistance at the highest internal level to fellow employees on a worldwide basis.
Western Union
Comprehensive knowledge of global financial markets and international regulations in a post 9/11 world, while dealing with corporate franchises all over the world.
