Diego Villalobos Email & Phone Number

Heredia, Costa Rica

• Operation Director, Foundever, La Aurora de Heredia | June 2013 – February 2024.Managed services for major clients within the company, overseeing ~350 collaborators and its corresponding hierarchy. Maximized the.
• Served as the primary point of contact for customer escalations, concerns, and inquiries for over 12 years, leveraging excellent people skills to manage conflicts successfully and ensure prompt, effective resolution.
• Transformed business needs into actionable reports and dashboards, utilizing data analysis and key performance indicators to identify areas for improvement and enhance decision-making processes.
• Directed daily operations to ensure seamless workflow, efficiency, and adherence to quality standards.
• Developed and implemented strategies to optimize processes, reduce costs, and improve overall operational performance.
• Lead a cross-functional team, providing clear direction, coaching, and support to achieve departmental goals.

Costa Rica

• Successfully managed the needs and conflicts of the greatest firms in the Company with approximately +150 personnel, demonstrating effective leadership and conflict resolution abilities Ensured the integrity.
• Collaborated with clients to understand their business goals, marketing objectives, and challenges, providing strategic guidance and solutions.
• Developed and maintained strong client relationships through regular communication, status updates, strategic account reviews and customer satisfaction improvements.
• Identified opportunities for account growth, upselling additional services, expanding the scope of existing projects to ensure agent utilization gains (moved performance from 70% to 90%).
• Monitored campaign performance, analyze data, and provide actionable insights to optimize marketing strategies and maximize ROI.

Costa Rica

• Served and advocated for key clients, ensuring their success in utilizing Motorola or AT&T products and services.
• Spearheaded the development of dashboards and reporting to support the successful ramp-up of over 900 personnel
• Conduct regular check-ins with associates to understand their evolving needs, address concerns, and identify opportunities expanding service offerings while ensuring accountability and development.
• Analyze client usage data and performance metrics to identify trends, opportunities, and areas for improvement

Business Administration And Management, General

Tecnico Medio, Electrical And Electronics Engineering

Tecnico Medio, Electronica y Mantenimiento de Computo