Experience

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  Qualfon

  May 2007 - Dec 2007

  Customer service representative
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  Teletech

  Dec 2007 - Jul 2010

  Customer service operations supervisor
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  Bank of america

  Aug 2010 - Dec 2012

  Team manager - business support lead ii
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  Amazon

  Jan 2013 - Jul 2021

  I worked as a Customer Service Operations Manager for Operations in Costa Rica and Brazil. Among other achievements:I led operations of technical support, retail (pre and post sales), Social Media and Executive Escalations that served organizations in the United States, Spain and Brazil.I led the security skill as the Program Manager for North America Customer Service network, composed of over 1700 employees with presence in India, The Philippines, South Africa, United States and Costa Rica. One of the initiatives reduced over $500k worldwide.I was the OM who launched the first virtual CS site in Brazil and grew it from 0 to 300 individuals. Within six months it achieved the best quality results in the network. Show less

  • Customer Service Operations Manager, Amazon

    Sept 2018 - Jul 2021

  • Customer Service Group Manager, Amazon.es

    Jan 2013 - Aug 2018
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  The pup.

  Feb 2022 - now

  Co-founder

  This is a family project I run with my talented wife. We look to capture in camera those great moments that pets bring bring to people´s lives. Yes! We love pets!

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  Gambito business strategy

  Feb 2022 - now

  Founder and general manager

  I started with this new professional adventure to help companies achieve their strategic objectives and be the catalyzer of companies success and social change.I started with this business after 12+ years experience working in multinational companies in Costa Rica and Brasil. I truly believe that my purpose in life is to help other achieve their dreams and objectives. Gambito allows me this opportunity to work on my purpose.If you want to learn more about Gambito, feel free to access the website http://www.gambitoestrategia.com/ Show less

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  Ulacit

  May 2022 - Dec 2022

  Professor

  I am professor of undergraduate courses in the faculty of Business Administration

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  Uber

  Jul 2022 - now

  I lead the technical program for Uber CommOps LATAM. The main skills for this role are: program strategy definition, execution and control; stakeholder management, analytical skills, prioritization and management of multiple projects, problem resolution, among others.I define the strategy of the program. I work along with Regional and Global teams (business teams, engineers, global program managers) to implement the configuration of the customer service channels and its functionalities or to fix bugs.I manage several projects at the same time and organize the internal resources to ensure the timely and correct resolution of each of the projects. Show less I managed programs within the Digital and Strategic projects team for LATAM that look to improve the foundationals capabilities, processes and platforms that agents use to support customers all across LATAM. I did this through the management of a portfolio of projects. I was in charge of engaging, influencing and communication with several stakeholders from different departments to launch projects and processes in the region to improvement and development of internal tools, cost efficiency and employee engagement. Show less

  • Technical Program Manager for Latam

    Oct 2023 - now

  • Customer Experience Program Manager LATAM

    Jul 2022 - Oct 2023