Experience

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  Stream global services

  Jun 2007 - Feb 2008

  Workforce specialist

  Resposible for real time monitoring, attendance and OT tracking, scheduling and planning

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  Teletech

  Mar 2008 - Dec 2010

  Service delivery manager

  During my time at TeleTech I held 4 positionsWorkforce specialistTeam LeadSenior SupervisorService Delivery Manger

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  Teleperformance

  Aug 2012 - Jan 2015

  Team leader

  Technical Support Team Lead for a major software manufacturer. In charge of supporting and leading a team of Operating System technicians. Responsible of driving performance including sales. Taking escalated calls, providing real time support, motivations and team huddles were part of the day to day in this role.

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  Infosys bpo

  May 2015 - Dec 2017

  After a succcesfull year and a half in the TL position. I was given the oppoturnity to manage an account for a mass consumer products client in the San Jose delivery center.Acting as the main point of contact between the organization and the client. I came in during a time of negative perception and lack of trust from the client. Thus focusing initially in strengthening the business relationship. Accountable for the entire performance of the operation. Driving strategy and performance through team meetings, developement of key resources, and 1-1 coaching. Being responsible of the financial health of the operation calls for close attention to staffing, salaries, and new income opportunities to be scouted. Show less

  • Account Manager

    Dec 2016 - Dec 2017

  • Team Lead

    May 2015 - Dec 2016
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  Tek experts

  Jan 2018 - Dec 2018

  Team manager

  Managed and lead a team of Support Engineer's for Microsoft's cloud technology; Azure. Focused on knowledge acquisition, and performance management in what was a young operation. In the first 6 months drove 3 out of the 4 KPIs to target after 12 months of not being met

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  Foundever

  Jun 2020 - now

  Team manager

  Assisted with the launch of the operation in Costa Rica for a major eSignature SaaS provider. Becoming knowledgeable of the product was key to gain expertise within the local team and drive performance.Helped with the definition of the KPIs for the operation as well as reporting and analytics on these. Responsible for the operation of the LATAM region. Lead the enablement for new products for this teamCreated guides and recommendations for new metrics set according to the business needs. Achieving constant performance results superior to the benchmark Show less