Ricardo Leiva

Experience

• 

  SYKES Costa Rica

  Aug 2007 - Jun 2011

  •Supervised services and cross selling account of 100+ representatives and multiple team leaders.•Formulated effective strategies, based and root cause analysis and statistics, that enhanced overall account performance.•Ensured satisfactory client audit results. Improvement plans, and compliance with policies and procedures.•Cascaded an overall vision and expectations to the team. •Policies and procedures design, development and execution. •Oversaw quality assurance results, accounts performance and client meeting administration. •Ensured the procedures implementation and continuous improvement. •Management of up to two dozen Quality Assurance Analysts.

  • Account Supervisor

    Apr 2010 - Jun 2011

  • Quality Supervisor

    Aug 2007 - Apr 2010
• 

  Telefónica

  Jun 2011 - Feb 2022

  • Effective RPA and Digital Transformation project development. • Identify pain points to provide a digital transformation plan and effective implementation process. • Coordination of internal teams and focused resources. • Development of digital culture using agile frameworks, SCRUM coaching and training. • Allocated within the finance team with the objective of carrying out optimizations and continuously supplying the department with innovative initiatives and quality control.• Managed effective reconciliation of accounts with counterparts in Central America region. • ERP tool knowledge (SAP).• Quality controls processes development. • Regional management of wholesale results.• Directed the continuous improvement projects and regional database standardization.• Continuously reviewing and negotiating contracts and agreements, as well as their overall impact to financial results, which periodically generated savings.• Financial and budget management, YoY financial results follow up and wholesale business planning. For 6 years have developed experience as line of business leader and quality assurance teams’ development. Overlooking different optimization projects and ensuring the highest productivity in every role. Promoting a healthy administration and automation projects development

  • Digital Transformation Leader

    Oct 2019 - Feb 2022

  • Intercompany & Interconnection leader

    Apr 2019 - Sept 2019

  • B2P Interconnection leader (Regional management)

    Jul 2017 - Apr 2019

  • Earlier career

    Jun 2011 - Jul 2017
• 

  Liberty Latin America

  Feb 2022 - Jul 2023

  Strategy Digital Manager

  • Effective business and strategic projects KPI (key performance indicator) analysis and monitoring, to facilitate resource planning and developments.• Motivated and achieved internal and external collaboration at mid and executive levels while boosting communication to promote transparency and remove roadblocks when possible.• Managed complex problems into structured solutions to drive projects and key initiatives across the different functional areas.• Planning and executing workstreams of strategic projects or subsets of projects.• Support local and remote teams on their own processes to ensure deadlines. Show less

• 

  Growth and Business Consulting

  Dec 2023 - now

  Independent Consultant