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Manuel
Customer Service & Team Leadership with 10+ years in IT & Operations
Contacto
Competencias
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.
Oversaw relocation logistics and supply planning in a multi-geography context, ensuring operational efficiency and cost effectiveness.
Educacion
Idiomas
Resumen
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.
Logros Clave
- Led cross-functional teams across service delivery, supply chain, and customer support functions, ensuring process efficiency and client satisfaction.
- Managed large, multi-level teams, fostering professional development, guiding performance, and maintaining target attrition and KPI standards.
- Directed end-to-end relocation and supply chain processes worldwide, supporting cost targets and operational stability.
Experiencia
BOS Supervisor
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...
Lead Manager Supply Chain
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...
Customer Service Manager
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...
Customer Service Supervisor
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...
Seller Support Supervisor (Manager Level I)
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...
Local IT Services Assistant
Key planner and executor of IT services set-up in Amazon’s new SJO3 site.
Seller Support Specialist
Email-based issue resolution and management for Amazon’s priority sellers; deep understanding of tracking/recovery processes and tools.
IT Specialist
Providing immediate technical assistance at the highest internal level to fellow employees on a worldwide basis.
GSI Risk Analyst
Comprehensive knowledge of global financial markets and international regulations in a post 9/11 world, while dealing with corporate franchises all over the world.