Mauricio Castro

Experience

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  Harrah's & Harveys Lake Tahoe

  Nov 1998 - Mar 1999

  Casino Host
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  Harrah's & Harveys Lake Tahoe

  Dec 1999 - Feb 2000

  Casino Host
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  UDS International

  Mar 2001 - Dec 2002

  Customer Service Representative

  Call center customer service

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  Procter & Gamble

  Dec 2002 - Nov 2003

  Technical Support Specialist

  Technical Support for P&G employees in the AMS region

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  HP

  Nov 2003 - Jun 2014

  Responsible for the relationship management between the Contract Operations teams and the Sales Operations/Sales teams within PointNext Organization, aiming to identify areas of improvement and the collaboration with the respective areas towards the early implementation of solutions. Transitioned and centralized Sales Operations activities from the different countries across Latin America into the Costa Rica hub, enabling Sales Ops Organization savings for 30% of their annual operating budget.Identified areas of improvement in above 60% of the processes being transitioned from the Customer Operations Organization (Sales) while enacting the respective actions by the Process Improvement team. Led Voice of the Customer initiatives aiming to align existing processes against customer expectations towards drastically improving customer satisfaction.Identified, drove to resolution and prevented executive level escalations in key customer cases helping to achieve prompt resolution to avoid negative impact to the commercial relationship and customer satisfaction.Established relationships with Channel Partners in order to identify opportunity areas for increasing their footprint in HPE´s revenue results. Assisted in the identification, creation and implementation of new and revisited performance indicators by conducting respective business analysis. Show less Responsible for the overall performance results of the HPSoftware Contract Administration teams in Costa Rica (Contract Administration, Renewal Amendments, Contract Amendments, New Business Quotes, SaaS, Security, SLED and Invoicing) for US, CAN & LAC regions and Direct/Channels GtM. Managed cross regional teams including collaborators located in America, Europe & India regions. Benchmarked and implemented best practices across different hubs by closely monitoring performance and specific business requirements. Transitioned the Channels US contract administration business from India to the Costa Rica hub, improving all the indicators by at least 20% after the second month of transitioned Improved the Renewal Quote TAT results from around 35% to 100%, ensuring the Sales teams received the quotes 90 days in advance before contract expiration enabling them more time for negotiation with customers Improved the VoW results in 30%, achieving the 90% mark for the first time for the organization in Costa Rica. Show less Responsible for the performance results for the Global Account Administration, Tier 2 & Messaging teams within the Pfizer Service Desk account. Responsible for performance management, resources and scheduling management, budget management, escalation management, quality management and relationship management with customers.Gathered and analyzed data to determine the best requirements to achieve objectives, including efficiencies and added value. Defined goals and developed detailed plans to achieve those goals, including the definition of documented processes and improvement strategies. Indirectly managed 125+ L2/engineer profile employees including 8 people managers.Led the transition of the Tier 2 (specialized level) support teams from the different sites in the US to the Costa Rica hub. Defined the team’s support structure while at the same time executing its transformation from a localized call center support team into a specialized escalations resolutions team for Pfizer executive profile customers with global scope. Recruited and hired the resources based on defined requirements. Implemented the Windows Active Directory standards for the entire population of Pfizer employees within the US. Led the GO GREEN efforts towards achieving the results for successfully exiting the Executive Escalation status by redesigning the support structure, restructuring the management team, redesigning 50% of the SOPs, developing, presenting, executing and reporting on Go To Green plans and results to key stake holders. Show less Transitioned the operations of the Help Desk from US to Costa Rica by developing and executing a readiness plan, including hiring resources, coordinating training needs, securing working space area, infrastructure and necessary equipment. Conducted negotiations looking for agreements on KPIs and their measurement. Conducted UAT towards getting GO Green for kicking off the teams operation. Responsible for the performance results of the 45 L1 and L2 support team members. Responsible for the performance management, resources and scheduling management, escalation management, quality management and relationship management with customers and stake holders. Gathered and analyzed data to determine the best requirements to achieve objectives, including efficiencies and added value. Defined goals and developed detailed plans to achieve those goals, including the definition of documented processes and improvement strategies. Show less

  • Regional Sales Operations Manager

    Nov 2013 - Jun 2014

  • Regional Sales Operations Manager

    Aug 2011 - Nov 2013

  • Information Technology Service Desk Manager

    Aug 2008 - Aug 2011

  • Information Technology Help Desk Manager

    Jul 2006 - Aug 2008

  • Technical Support Specialist

    Nov 2003 - Jul 2006
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  Hewlett Packard Enterprise

  Mar 2014 - Sept 2019

  Senior Regional Operations Manager

  Responsible for the overall results of the different teams within the Sales Ops organization for Latin America region (Contracts & Projects Administrators, HP Education, Fixed/Flexed Support Services, ROP Entitlement and T&M) overseeing 120+ employees across the Americas region, including 5 people managers.Planed tactical and strategic direction of the organization along with Director level. Assisted with defining visions, tactics and/or strategies of the organization. Defined goals and developed business plans towards achieving them. Led process improvement initiatives aiming to positively impact areas such as KPIs, Revenue Recognition and Customer Satisfaction. Partnered with different teams/organizations while leading improvement initiatives taking advantage of widespread network across different organizations. Implemented ICBB methodologies towards the standardization of the different processes in response to SOX Compliance within the Americas regionLed the resolution of USD 2.5M in customer disputes (accounts receivable) enabling the cash flow acceleration of USD 4M in in Q3 FY19Transitioned and centralized Sales Operations activities from the different countries across Latin America into the Costa Rica hub, enabling Sales Ops Organization savings for 30% of their annual operating budget. Represented the organization in Business Compliance/SOX quarterly/annual audits in front of regional and global Directors, VPs and EVPs. Led the different initiatives and remediation plans aiming to quickly resolve opportunity areas based on potential findings. Represented the Sales Operations Organization in the planning and implementation of Green Lake initiative in LAC for 2019 (restructuring of support offerings for the entire portfolio) Show less

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  Roche

  Aug 2021 - now

  Regional Service Delivery Manager

  Key contributor in the North America Voice Services organization, responsible for measuring and monitoring quality of service delivered by the Managed Service Providers for telephony infrastructure and services for both the enterprise/campus telephony and contact center telephony services.Responsible for ensuring operational excellence, identifying ways to improve the quality and reliability of the infrastructure/services provided and achieving the objectives through consistent daily actions directly reflecting in the team’s operational KPIs (Key Performance Indicators).Responsible for ensuring seamless, cost effective delivery of vendor provided services integrated with Roche in-house services.Translation of needs from IP Telephony and Contact Center telephony services into measurable action plan proposals for execution by the Managed Service Providers.Presentation of weekly/monthly/quarterly/annual initiatives and results. Show less