Diego Ugalde

Experience

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  PriceSmart

  Jun 2014 - Aug 2014

  E-Commerce Associate

  • Created system to capture and synchronize over 1,000 near-studio quality images to e-commerce site with basic tools and no budget, without interrupting regular operations - reorganized previously mislabeled items and inventory for better shopping experience

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  McKinsey & Company

  Jun 2015 - Aug 2015

  Research Analyst Intern

  • Created target market research and reports for several companies looking to penetrate new locations, made recommendations on most attractive markets based on demographics• Performed gap analysis of over 20,000 patents on Innography (IP analytics software), provided consulting team information on R&D opportunities based on competitor investment• Provided direct informational support to Engagement Manager and team working on high profile/value merger in the insurance and human resource industries• Analyzed and made recommendation on whether the public transportation systems of a major city could take the increase in volume from hosting Winter Olympic Games. Utilized historical data in similar cities and current capacity utilization Show less

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  Amazon

  Jul 2017 - Jun 2019

  • Led digital transformation of +200 Customer Service Agents from physical site to virtual platform, creating the first fully virtual site for Spanish Customer Service in Costa Rica (pre-pandemic), reducing operational costs by +30% (contracts, communication, logistics, supervision, migration success analysis)• Managed 5 different teams constituting ~100 people with constantly rotating personnel, improving efficiency and quality metrics to meet and exceed KPI goals in the American, Spanish, and Mexican markets (consistent top performer in organization)• Designed and implemented project to optimize composition of Customer Service teams for entire Mexican market in order to maximize quality and efficiency metrics - utilized data analysis to create advanced placement mechanisms during service volume spikes Show less • Participated and led a wide variety of HR processes; Positive/negative attrition, seasonal contracts, interviewing candidates for management promotions, recruitment interviews for managerial roles, assessing managers/team performances• Led efficiency improvements of over 20% for 5 direct reports ~100 indirect reports in 3 months to become the most efficient Manager II umbrella in division - improved entire organization by ~10% (~250 people)• Created marketing strategy to decrease operational expenses during seasonal volume fluctuations, increased VTO (voluntary time-off) utilization by ~35% YoY• Managed capacity and delivery capabilities of whole organization (300 CSA's) coordinating with several cross-cultural internal stakeholders, primarily Work Force Management (Seattle and local team) and Capacity Planning (Indian Team) Show less

  • Virtual Manager II

    Jun 2018 - Jun 2019

  • Manager II

    Jul 2017 - Jun 2018
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  Real Training Method

  Aug 2019 - Dec 2021

  Business Development Manager / Co-Founder (@realtrainingmethod)

  • Finalized successful exit strategy with a buyout of shares• Led business development (100+ members, partnerships)• Managed marketing strategy and budget (three ISA WSG sponsored athletes, events, social)• Acquired and managed health permits, legal registrations, payroll, rent, memberships (100+ at peak), and taxes on all operational expenses and revenue • Crisis management during COVID - rental contract renegotiation, marketing strategy revamping, pricing structure revision

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  Corporación Multi Inversiones

  Jan 2021 - Jan 2021

  External Consultant (Contract) - Business Development

  • Created Financial Model utilizing predicted cashflows (DCF) to estimate potential upside of utilizing energy from existing windfarms to produce hydrogen• Analyzed hydrogen markets in Central America to understand whether existing renewable energy demand was large enough to cover supply• Regulatory investigation of possible opportunities/threats to the industry from political initiatives/changes in legislation (i.e. Costa Rica's potential incursion into other alternative energies to export in the region)• Benchmarked leading companies in the industry (globally) to identify best practices/ideal entry strategy/ideation of the appropriate success KPI's during launch and afterwards during regular operations• Created baselines for minimum required investments and scenario analysis of possible outcomes at different investment levels (ROI analyses) Show less

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  Information Technology Support

  Feb 2022 - now

  Product Manager / Process Efficiency

  • Leading product side development of new offering aimed at previously untapped target market (through incorporating cryptocurrency payment solutions) - Defining key product features working closely with dev teams and exec, while prioritzing customer needs and value added as well as time investment (Agile, CICD - Tools: JIRA, Confluence) - Development backlog management and refinement (Analyzing ROI and business impact of different development projects) - Cross-functional coordination with clients, account managers, executive team, dev teams, QA, art teams, BA's, automation• Key point of contact for new customers during onboarding / initial stages of operation• Current product lead for major integration of company portfolio with content aggregators• Primary efficiency consultant across major company processes Show less