Experience

• 

  Alienware inc

  Feb 2002 - Aug 2009

  Support the Contact center strategic plan by being part of the managing board for the centerDefine a compensation and performance management structure for our phone sales teamDefine SOPs and Policies to drive our client computer equipment financing programDefine and implemented a quality assurance processLeverage the six-sigma methodology to drive 800k worth of annual savings for the company  Forecasting and Production Planning Supported the specialized tech support team and customer service personnelProvided advance troubleshooting for high end systemsDeveloped decision charts and SOPSMonitoring & reporting of tech support metrics

  • Sales Manager

    Jul 2002 - Aug 2009

  • Technical Support Lead

    Feb 2002 - Jul 2003
• 

  Sykes

  Oct 2009 - Jul 2010

  Associate manager

  Manage campaigns and the incentive program for cross sell and upsell phone opportunities across the account Took on projects and action items to drive phone support and sales metrics across the assigned teams and the account Coach and develop each account manager and their 17 people teams to drive profit and customer satisfactionDevelop and align sales training with headquarters to be delivered across the Costa Rican account

• 

  Hewlett-packard

  Apr 2010 - Jan 2014

  Operations manager

  New Channel Partners on boarding and compliance management as well as special deals administrationMonitor production service levels and revise production planningMonitor and manage actions towards obtaining total customer experienceManage Operational budget of 8 million dollarsConduct monthly and quarterly operational revision with center director and clients, based on the four strategic areas: Financial, People, Operational Excellence and CustomerProject manage the transition of LAR Channel operation from Argentina, Mexico and Brazil to Costa Rica Promote new ideas generation and manage a team of process improvement experts driving business outcomes Direct center strategic planning process and lead one or two strategic initiatives for the center Show less

• 

  Vmware

  Jan 2014 - Apr 2015

  Senior operations manager

  Plan, organize, direct and control the operation to support Renewals Licensing sales Manage a Global organization of 100 employees performing standard and complex contract renewals quoting & booking processes  Monitor production service levels, revise forecasting and planning  Define and execute engagement models with operational stakeholders  Manage and coach operations managers towards the achievement of the department’s objectives while building high performing teams  Provide status and executive updates to program management around operations readiness, gaps/risks and mitigation plans Show less

• 

  Dxc technology

  Sept 2015 - Nov 2021

  Manage and control IT Project proposals (RFPs, RFIs and Quotes) for the Applications and End User workplace towersWork alongside the Financial Analyst to update flash, manage close and control variation as well as margins for current and future opportunities and sales pursuitsWork with delivery teams to understand sales pipeline and support contractual obligations to close deals Act as a project manager to drive proper governance, invoicing and client management for standalone service agreements Control Contractual Service levels and KPIs to avoid penaltiesBefore account management, managed a group of 25-50 senior Business Analysts supporting different accounts under a common delivery framework Show less

  • Client Partner

    Jul 2020 - Nov 2021

  • Manager, Global Service Centers

    Sept 2015 - Jul 2020
• 

  Modus create

  Nov 2021 - now

  Support Pre-Sales consulting and solution efforts for the Platform and Cloud Practice, which entails working hand in hand with our solutions experts as well as our technology partners GitHub, Microsoft, AWS, and GCP, among others

  • Solution Specialist, Platform & Cloud

    May 2024 - now

  • Client Partner

    Nov 2021 - now