Experience

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  Telus international

  May 2012 - Aug 2016

  Team manager

  - Supervised and managed: FTE staffing, financial cost and operational strategy to achieve continuous improvement in the efficiency and accuracy of service- Prepared reports such: Top and bottom performers and crosscheck with overall metrics, utilizing data results to identify outliers and top performers for future operational decisions- Supported to Initiate a program for new hires with the goal of accelerate the learning curve and reach targets faster than a regular employee -Continuous review to determine areas for performance improvement and translated this to actions to meet objectives- Founder of a program designed to potential team managers, for members who had the desire to grow within the company, supported as a coach/mentor Show less

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  Xerox

  Aug 2016 - Feb 2018

  Business analyst, project management

  Provided support to the Operations with projects to improve KPI’s and daily tasks such as: Recognition programs and automation of processes. Data analysis at high operations level.

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  Hcltech

  Mar 2018 - now

  Supporting with Managed Print Services Operations as Regional Service Delivery Manager to international companies in the Healthcare and Media Industries from LATAM, EMEA, and India with business lines in more than 25 countries.Main Activities:- Building and maintaining a successful relationship with the key country and operational client personnel- Monitor and drive the delivery process and supply chain effectiveness- Ensure SLA adherence and control penalties- Identify business opportunities, selling concepts to the client where required and influencing the client to give additional business based on demonstrated capability and past performance- Project Management and Data Analysis Show less - Advanced experience in Business Intelligence Data Warehouse - Subject Matter Expert/Mentor for new hires and peers- Development and maintenance of tools that optimize time and productivity for the entire Shared Services Program- Support a portfolio of 55 accounts with: • Analysis of key performance indicators and SLA of contracts to provide improvement recommendations • Actively participate in problem-solving initiatives to determine root cause and provide solutions to my clients • Client Facing Experience • Quarterly Business Review data, analysis compilation, and presentation to the client Show less

  • Service Delivery Manager

    Jul 2020 - now

  • Business Support Specialist III

    Mar 2018 - Jul 2020