Experience

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  Dell

  Oct 2005 - Jul 2008

  Technical support sr associate

  Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.Assists customers by diagnosing problems and providing resolutions for technical and service issues.Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.Focuses on delivering a positive customer experience according to Dell Data standards.Monitors and tracks issues to ensure accurate resolution.Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications. They will own the issue and engage/collaborate with multiple resources.Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.Provides leadership and mentors team members to transfer skills as well as technicians in other support areas.May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators.Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner. Show less

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  Dell

  Jun 2009 - Jul 2015

  Led a Team of Sales Proposal Managers based between US and Panama to work on Proposal Projects ensuring all deliverables were met in a timely manner and all requirements were fulfilled. Worked between teams to make sure that all parts were aligned and all resources were assigned appropriately. Led several proposal deals and helped PMs with their daily tasks and responsibilities. Participated in strategy development, overseeing proposal preparation. In charge of Hiring and staffing, training and development and financial control within the Proposals Organization. Show less Responsible of managing a Team up to 45 people, including agents and supervisors, making sure that all personnel followed the established guidelines and that metrics and requirements were met. Managed different customers (DuPont, Core Logic, WellPoint, etc.), being the focus point for Account Executives, Customers and Vendors, supporting America, EMEA and APJ, managing escalations, leading new projects and evaluating risks within the accounts globally. Led 2 main projects of Discovery, risk analysis, Transition and Stabilization for Global Accounts (DuPont and Core Logic) evaluating their current mode of Operation, and establishing a standard mode of Operation Globally for their Service Desks(250million deals) including discovery travel, analysis, hiring and staffing, training and go-live and stabilization. Hiring and Staffing Manager, responsible for anything from Interviewing to selecting the best suited candidates for the positions, worked along with Talent acquisition to fill than 150 Agent, Team Lead and Managerial positions. Prepared Interviews, Job Fairs, events and University Activities hand to hand with T.A. also being the training Point of Contact, Making sure that a Quality training is been delivered for the Agents and the Material was up to date. Made sure that all material and training was transferred Globally (Bucharest, Dalian, Malaysia)Managed Cost directly related to DuPont Service Desk, shift Left opportunities, cost saving initiatives. Show less Resolve complex customer issues escalated from L1 technical support agents on inbound or outbound contacts, and/or emails received, Responsible of handling the VIP Queue for VP’s and CEO calls. Answer questions and concerns about standard and complex customer issues and processes.Run Service Level Reports and Analyzing data and provided Technical Support Training to New Hires. Maintain team reports up to date and keep team informed of any changes, coach and provide feedback to agents on process changes or failures. Show less

  • Proposals Manager II

    Sept 2014 - Jul 2015

  • Technical Support Manager I

    Jun 2011 - Aug 2014

  • Technical Support Analyst / Team Lead – End User Services (EUS)

    Jun 2009 - Jun 2011
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  Nestlé

  Jul 2015 - Jun 2017

  Innovation & renovation regional leader - central america region

  Drive and manage the Innovation project portfolio from a Marketing and Technical perspective. Engage relevant stakeholders and validate product specifications to meet targets.Drive the Nestle Product Development and Introduction process from end to end, making sure that all relevant processes and requirements are followed accordingly Actively search and evaluate innovative ideas, products and packaging, based on customer/consumer insights. Drive manufacturing strategy development for new products and innovation. This includes determining all business needs for the future horizon (5-10 years). Participate actively with Group technology unit to ensure availability and adequacy of resources & competencies for all innovation products, including consumer research needs. Co-ordinate Nutritional Analysis and studies to achieve consumer preference for product range and ensure the nutritional foundation and nutritional competitive advantage requirements of the products are addressed. Coordinate inputs and suggest areas of improvement for existing and new products, especially in terms of communication of nutritional advantage (NCA) and on pack claims. Show less

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  Syngenta

  Jun 2017 - Feb 2020

  Business development manager - latam north region

  Responsible for the Business Development Organization for Latin America North (Mexico, Central America and the Caribbean, Colombia, Ecuador, Peru and Venezuela), focusing on 3 strategic Marketing Drivers: Digital Agriculture, Value Chain, and Grower Program Offers.Lead all Digital Agriculture Initiatives on the region, making sure that technological tools are deployed according to Syngenta Strategy, working closely with the Global Team and Countries for successful implementation.Development of the Value Chain Strategy for the territory, working closely with industrial partners making sure that all needs are fulfilled and generate value to all the chain (Growers, Industries, Syngenta).Deploy the Grower Program Offers strategy for Latin America North, generating new business and growing opportunities on key crops for Syngenta. Deploy tools for the Sales Team to succeed on their yearly KPIs Responsible for a Yearly Budget of +1M USD to implement all initiatives across the territory with the Syngenta local Teams, working with technology Providers to make sure that all requirements and needs are fulfilled and look for cost saving opportunitiesGenerate new business opportunities for Syngenta, exploring new business models, contributing to Syngenta’s yearly growth goals and 2019-2024 plan. Show less

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  Msd

  Apr 2021 - Jun 2021

  Strategic alliances associate director - cenca region

  Appointed to Organon

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  Organon

  Jun 2021 - now

  • Commercial and Strategic Alliances Associate Director - CENCA Region

    May 2022 - now

  • Strategic Alliances Associate Director- CENCA Region

    Jun 2021 - May 2022