• Participate in sales calls and prospect visits, providing technical expertise and business input to demonstrate the value of IG Technologies’ solution to prospects and drive revenue.• Gather technical requirements from prospective clients and architect the solution to meet the customer’s requirements while integrating seamlessly with their network and application infrastructure.• Conduct product demonstrations, proof of concept evaluations, post-sale installation, and technical accounts.• Prepare evaluation test plans, deployment guides, installation guides, monitoring and operation run books, etc., customized to the customer’s requirements.• Own, create, and present white papers, customer reports, and architecture documents which clearly articulate the technical and commercial benefits of IG Technologies’ solution, including the ROI impacts on customers and prospects.• Contribute to best practices, white papers, threat analysis, competitive analysis, and feature enhancements.• Work closely with vendors’ customer success managers, product management, support, professional services, engineering, marketing, and partners to improve the product and build market and mind share.

Manage communication between clients, technicians, and distributors. Schedule appointments, track job completion, and invoice clientsReview and monitor Quality of visits

-Coordinate project management activities, resources, equipment and information-Break projects into doable actions and set timeframes-Liaise with clients to identify and define requirements, scope and objectives-Assign tasks to internal teams and assist with schedule management-Make sure that clients’ needs are met as projects evolve-Help prepare budget-Analyze risks and opportunities-Oversee project procurement management-Monitor project progress and handle any issues that arise-Act as the point of contact and communicate project status to all participants-Work with the Project Manager to eliminate blockers-Use tools to monitor working hours, plans and expenditures-Issue all appropriate legal paperwork (e.g. contracts and terms of agreement)-Create and maintain comprehensive project documentation, plans and reports-Ensure standards and requirements are met through conducting quality assurance tests

-Manages professional employees and supervisors.-Supervises complex business support or operations teams. -Accountable for the performance and results of a team within own discipline or function. -Executive departmental plans and priorities to resolve operational challenges. -Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

-Managed 4 Lines of Business (2 Clients)-Trained and Coached Leaders on Root Cause Analysis, Action Planning, and Coach Certification Clinic-Technical Accounts/Billing accounts/Customer Service-Email, chat, voice & backoffice

-Responsible for the supervision of teams from 2 Lines of Business that moved from Nicaragua to Costa Rica to guarantee the continuity of the Business (Political Conflicts that happened in Nicaragua on April 2018)

-Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email -Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) -Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices -Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals -Performs Coaching sessions and action plans with agents

-Achieving specific sales targets and maximizing sale opportunities on each and every call-Use non-scripted probing techniques to determine customer needs and offer the most appropriate product or service to address their needs-Maintain broad knowledge of products, pricing, promotions, and procedures-Ensure service delivered to our customers meets contractual sales goals and other Key Performance Indicators (‘KPIs’)-Prepare complete and accurate work including appropriately notating accounts as required

-Coached and developed employees and Leaders on 7 Lines of Business-Lead DMAIC successfully and replicated in multiple Sites in 2 Countries (Nicaragua, Panama)-Became #1 Vendor on top KPIs (all LOBs)

Responsible for training Team Managers on:-Coaching, Root Cause Analysis, Action Planning-Personnel management and feedback processes-How to create a Service/Sales Environment and carry out motivational activitiesOther Responsibilities:-Assist the Recruitment team conducting Behavioral based Interviews-Organizing the team in charge of supporting new hires once they hit the production floor-Implementation of new processes and action plans to improve performance

-Started SMART Action Plans to improve GEM (Guest Experience Monitor), became #1 in the Region-Coached and Developed Front of the House servers on Sales and Customer Service