Johnny Valverde

Experience

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  ITS Communications

  Oct 2002 - Sept 2007

  QA Assessor / Training Manager

  Quality Assessor (2 months): Maintenance of quality documentation system and standardization project management.Training Manager and trainer (1.5 years): Detection of Training needs. Development and coordination of trainings in Central America.Supervisor (2.5 years): Supervision of groups up to 20 people, on costumer service and telemarketing, between 10 and 16 small projects simultaneously. Customer Service Representative (10 months): Costumer Service and Telemarketing. Show less

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  TeleTech

  Oct 2007 - Sept 2011

  Sr Supervisor

  Manages a shift, with direct responsibility of 150 representatives, directly managing a team of 5-7 Team Leads (who also manages teams of 20-25 CSR's), Responsible for :Business metricsDirect client communicationAccountable for business resultsManage the account in coordination with twin-centers at Canada and SpainCosta Rica Team Management

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  Hewlett Packard Enterprise

  Sept 2011 - May 2022

  Manage a team of project managers and system developers to evaluate, develop and/or implement tools and new technologies that help the operational business teams to drive continuous improvement in productivity and customer, partner along with employee experience. Drive execution of tasks and reports that allows the business to continue run their operations successfully. Enable visibility of data that facilities operation to execute faster, and troubleshoot any data quality issues associated with Logistic Service Provider and Logistics data. Show less Americas Channel Data Manager•Manages a team of individual contributors and supervisors across within the sales operations activities, such as:•Overseeing the collection of customer and sales data for customer and business decisions.•Managing and ensuring all activities in support of the customer are addressed, escalated or resolved within local legal compliance and company policy requirements.•Managing the execution of operational processesto meet service level objectives and targets.•Providing management direction and support to operational performance reviews with senior customers/partners, and managing the execution of agreed improvement plans.•Providing process consulting expertise to project and account teams in developing customer solutions, and providing feedback on the development/improvement of processes and capabilities.•Controls a contained budget, with responsibilities for items such as salary increases, bonus payments within guidelines, and travel.•Responsible for hiring, setting and monitoring of annual performance plans, coaching, and career development; ensures that the proper tools are in place to support the team and the processes. Show less

  • Data Digitalization Manager

    Oct 2018 - May 2022

  • Americas Sales Operations Manager

    Sept 2011 - Oct 2018
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  Shyft Global Services

  Jun 2022 - Jan 2025

  Business Intelligence Manager

  Manages a team responsible for the development and management analytics, dashboards, performance metrics and reporting needs of various teams across several business units and customers, including share services such as finance, marketing, talent acquisition and human resources. I was responsible for leading the transformation from a reporting team into a modern business intelligence and Analytics organization, this included a new job architecture, technological infrastructure, methodologies, training, and development. Show less