Marlene Avila

Experience

• 

  Unisys

  Jan 1984 - Jan 1993

  Marketing Supervisor
• 

  RAPP

  Apr 1994 - Feb 1996

  Operations Director for Rapp Collins

  Responsible for the implementation of Direct Marketing support programs involving personnel and technology resources (Data Bases, Phones, Data Collection, ACD) and loyalty programs.Implemented first Pizza Hut Line.

• 

  Sykes

  Feb 1996 - Jan 2004

  Was instrumental in the growth of the initial site. Managed all activities related to the operations of 7 accounts and all site administrative functions. Senior Account Manager for a well known semi-conductor manufacturer with operations in centers at Sykes in Philippines, US and Costa Rica. From Customer Services Manager to IT Manager to Operations Manager I performed several functions for ACER in Costa Rica which eventually became Sykes Latin America.

  • Site Manager

    Jan 2003 - Jan 2004

  • Senior Account Manager

    Jan 2001 - Dec 2002

  • Operations Manager

    Feb 1996 - Dec 2000
• 

  LanguageLine Solutions

  Jan 2004 - Jan 2005

  General Manager
• 

  Dole Food Company

  Jan 2005 - Jan 2010

  Customer Service Delivery Manager

  Supported the implementation of ITIL and the Service Desk for the IT Services in the Americas.

• 

  Bank of America

  Sept 2010 - Jul 2013

  Group Operations Manager

  Implemented, integrated and managed multiple operational units and processes supporting the Home Loans area of Bank of America.

• 

  Citi

  Jan 2014 - Apr 2015

  Operations Support Sr. Manager

  - Established best practices, standardization of tools and processes and streamlined HR LATAM Employee Life Cycle processes and supported Oracle PeopleSoft and Taleo.

• 

  GBM as a Service

  Oct 2016 - Jul 2022

  • Outsourcing Services Manager

    Jan 2019 - Jul 2022

  • Service Delivery Manager

    Oct 2016 - Jan 2019