Alexander Baltodano

Experience

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  SYKES-Costa Rica (Cisco Technical Assistance Center)

  Jan 2012 - Jan 2015

  Team Manager at SYKES-Costa Rica

  Responsible for maintaining team’s Switching, Security, Routing Protocols, Wireless, Data Center SW, WEA, NMS performance targets, delivering coaching, creating improvement action plans and provide concrete results.* Maintain constant communication and interaction with client’s Management.* Responsible for handling end users and client’s service escalations.* Conduct weekly meeting with the Cisco Out -Tasker Manager to review team related matters and week to date statistics concerning the overall performance of the team.* Customer Service Satisfactions Surveys analysis and follow up with the end user.* Responsible to provide Red Alert emails follow-up and Incidents Postmortem Analysis.* Responsible to identify volume anomalies and staffing problems that may impact performance and act upon them analysis of Service Requests.* Performance Analysis and Action Plans development.* Major Incident Management role. Show less

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  SYKES Costa Rica (Cisco Technical Assistance Center)

  Jan 2015 - May 2016

  Supervisor Account Operations

  * Responsible for overseeing assigned technology group teams performance and metrics accomplishment.* Ensure SLAs and SOW targets accomplishment.* Responsible to compile all data necessary to provide accurate information to the Account Manager and the client.* Developed action plans to tackle deficiencies or gaps in coordination with Training, ITS, Quality and/or Logistics.* Coordinated schedule adjustments and any other change needed to achieve client’s metrics.* Monitored and identified irregularities or gaps in relation to established procedures and norms.* Delivered reports to the Account Manager and the client as to be uses in decision-making processes.* Partnered with all Support Areas representatives in order to provide useful information to implement new strategies and/or procedures in the account. Show less

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  SYKES-Costa Rica (Sungard Availability Services Account)

  May 2016 - now

  Manager Account Operations

  Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)* Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.* Manage and review operational scorecards, and performance metrics reports.* Manage technical service-related operations, identity potential problems, technical gaps, and other obstacles with trouble shooting and problem solving techniques.* Responsibility for maintaining Service Level Agreements and maximizing relationships with the client and other stakeholders.* Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.* Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.* Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.* Participate in cross functional meetings to review information received from operational support functions: Learning & Development, Human Resources, Quality Assurance, Work Force Management, etc.; and partner to define action plans that resolve issues and drive continuous improvement.* Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from the Client and make adjustments to meet changing requirements Show less