Kenneth A. Howell Quesada

Experience

• 

  ITS InfoCom

  Nov 2002 - Oct 2005

  - I led groups of up to 25 associates in customer service and telemarketing, servicing customers for tasks including, medical appointments, car maintenance appointments, surveys and insurance benefits information among others call types.- I was in charge of the continuous up-training delivery for all of the different businesses.- Some of my main accomplishments as a Team Manager were: -Successfully trained and managed a team of ~20 associates trained on several projects, with outstanding results, maintaining all performance indicators at or above target for over 6 months. -Effectively expanded the amount and type of services my team serviced up to 16 projects simultaneously. Show less

  • ITIL Configuration Manager

    Oct 2004 - Oct 2005

  • Customer Service and Telemarketing Manager

    Nov 2002 - Oct 2004
• 

  Aegis

  Jun 2006 - Sept 2007

  Customer Service Manager

  - Led teams of 15+ associates in the customer service area for the consumer, personal and saving accounts.- Some of my main accomplishments as a Team Manager were: -Ranked as the Top Performing Team Manager for 8 months in a row. -Best Employee Satisfaction Score with 99.17% of team satisfaction.

• 

  Bank of America

  Sept 2007 - Oct 2014

  -Responsible for an Operation of over 125 employees, directly managing 9 Managers and 3 Team Leaders that deliver Customer Service support. In charge of day to day operations, handling Risk, People, Performance and Talent management.-Co-owner of the development and deployment of tactics to execute the Operational Strategy. Key stakeholder on the ramp up phase in Costa Rica, leading efforts and coordination in recruiting, new hire training, engagement and performance indicators.-Some of my main accomplishments as a Unit Manager were: -Successful implementation and completion of a project to improve the First Call Resolution score for the night operation (Green Belt Certification). -Lead and manage the expansion of the process on the night shift operation from 2 to 7 teams (15+ associates each). -Turnover reduction from 42.80% to 24.95% (Annualized Attrition) from 2013 to 2014. -Supported and improved performance on a sister operation while continuing to oversee my own organization. Show less - Supervised groups of 20+ associates, in charge of all customer service and back office functions (foreclosure) while also owning the overall process implementation in Costa Rica (65+ agents).- In charge of daily communication with the Line of Business partners, Quality Assurance, Quality Control, reporting, staffing and general business support.- Responsible of the development, deployment and communication of all the Line of Business internal policies and procedures for the site.- First point of contact from a New Hire Training standpoint, leading the delivery of the first classes for the site.- Some of my main accomplishments as a Team Manager were: -Assisted with the growth of the department from 25+ associates to over 70 associates. -Sr. Team Manager in charge of the development of recently promoted managers. -In charge of the re-structure of the Recon-Trust department and the expansion of the back office support team. Show less

  • Senior Customer Service Operations Manager

    Feb 2011 - Oct 2014

  • Senior Customer Service and Back Office Manager

    Sept 2007 - Feb 2011
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  Hewlett Packard Enterprise

  Nov 2014 - Oct 2016

  Software Support Sr. Escalation Manager

  Strategic Role within the Software Organization.- Responsible of conducting the liaison between the internal departments (R&D Services, Sales and Support) to drive the resolution of critical technical issues that each escalated case requires.- Direct interaction with Department Directors and High Level Executives to acquire adhesion to the actions and proper resolution.- Provide updates at the Executive Level of the current escalations, latest status, roadblocks and follow up actions for each case.- Represent the organization with HPE High Profile Global Customers directly to follow up and a final resolution to their needs.- Some of my main accomplishments as an Escalation Manager are: - Escalation Manager Process Advocate, in charge of communicating to key departments within HPE Software additions or changes in the Escalation Management processes. Show less

• 

  Gedeth Network

  Dec 2016 - Mar 2018

  Project Manager (Internship)

  As a Project Manager I provided support to the organization on:-Designing and applying appropriate project management standards in the organization.-Managing the production of the required deliverables.-Planning and monitoring the projects, monitoring overall progress and use of resources, initiating corrective action where necessary.-Adopting any delegation and use of project assurance roles within agreed reporting structures.-Development of contingency plans.-Reporting through agreed lines on project progress through highlight reports and end-stage assessments.-Conducting a project evaluation review to assess how well the project was managed.-Some of my main accomplishments as a Project Manager are: -Led the Business Process Mapping project, which led to the successfull documentation of all the services-projects we provide to our customers. -Key stakeholder in the pioneering team implementing the project management culture accross the organization for all internal/external projects. Show less

• 

  Western Union

  Jun 2018 - Jan 2024

  - SPOC and owner of selected strategic initiatives led by the CEO and the executive team for the Account Payout product.- Sr Program Manager/Leader with a proven track record of strategically guiding product managers, internal and external stakeholders to provide the expected results. Adept in overseeing the progress of deliverables and monitoring cross-company projects. Experienced in leading virtual, indirect, and direct reports and evaluating project progress to achieve timely results.- Appointed as the SPOC for executive escalations for Americas, leading all critical / high Impact escalations towards resolution.- Leading training efforts for new Product/Project Managers, on the job training and monitoring of knowledge application, and overall management/support. Show less - Responsible for the LATAM rollout of APN, a product which enables Western Union customers to send money via retail, digital, and app based technology instantly to bank accounts, mobile wallets, and debit cards of receivers around the world.- Owner for the Global Card delivery roadmap for 2019-2021. Accountable for the delivery, rollout, and expansion of the Direct to Card product.- Led multiple global, cross-functional virtual teams under the Agile Framework throughout the entire delivery life cycle of each country delivery, including project initiation, planning, analysis, contract negotiation, requirements definition, development, testing, production launch, pilot, and soft launch, consumer/marketing launch, post-production monitoring, and transition to operations.- Following are highlights of my key accomplishments as a Product Delivery Sr. Manager: - Led the efforts towards the creation of a new product offered by the organization, Direct to Card (D2C), which enables payout to debit cards in real time basis via API integration for one of the worldwide largest credit/debit card processors. - Led the Receiver Directed project. A new product offering that enables the beneficiary of the transactions to change/decide how to receive their funds (cash to a WU agency or deposit the funds to a debit card). - Led the integration & Implementation of the strategic partnership with the second largest wallet provided worldwide. Show less

  • Sr Program | Product Delivery Leader

    Oct 2022 - Jan 2024

  • Product Delivery Manager

    Jun 2018 - Oct 2022
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  Roche

  Nov 2023 - now

  Senior Project Manager