Experience

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  Sykes costa rica

  Jan 2011 - Nov 2011

  Bilingual customer service representative

  Servicio al cliente resolviendo situaciones específicas de cuenta bancaria.

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  Hewlett packard enterprise

  Nov 2011 - Jun 2017

  Supervisor

  Work along with Operation Managers on the day to day operation. Work closely with Delivery Manager, ADE, CCL and internal support departments within the ITIL framework. Monitor account status on daily basis to ensure client's internal goals and expectations are being met. Supervise the teams to ensure operational excellence, safeguarding team goals and contractual commitments are achieved. Provide analysis of operational results, develop strategies to comply with the financial targets of the organization and manage the performance of the L1/L2 agents for the account. Manage team and Individual contributors and ensure that their performance meets best in class metrics. Apply specialized subject matter knowledge to solve complex issues within established guidelines. Recruitment and hiring. Assuring account allocation complies with account model. Monitor account financial health and stability, managing account budget for engagement and over time activities. Work along with Payroll and Human Resources departments assuring employees’ compensation, benefits and rights are adequately satisfied; meeting both company internal and national legislations. Assure employees end to end compliance with internal company guidelines, coordinating and executing already defined preventive or corrective actions when necessary. Show less

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  Amazon

  Jun 2017 - now

  • Program Manager II

    Jun 2021 - now

  • Program Manager, Employee Experience

    Apr 2020 - Jun 2021

  • ERC Specialty Manager

    Jun 2018 - Apr 2020

  • HRS CS Manager

    Jun 2017 - Jun 2018