Daniel Umaña Email & Phone Number

Costa Rica

San José, Costa Rica

San José, Costa Rica

San José Costa Rica

• Responsible for managing the performance of the Service Desk composed of about 33 agents working 24x7, handling about 20,000 calls and about 15,000 incidents a month
• Track, review and report Vendor performance (3rd Party Suppliers) on a day to day basis.
• Monitoring of Customer Satisfaction scores and implementation and follow-up of appropriate improvement actions
• Creating, and management and follow-up of Service improvement initiatives.
• Proactively communicate with… Show more
• Proactively communicate with Service Managers in regions about Major Incidents impacting their customers Coordinate the transition of new products and/or accounts in the service desk

• Telefónica de Costa Rica. (Movistar)
• Position: Call Center Supervisor.
• May 2011- June 2013.
• Provide leadership and manage the department which involves making decisions, solving problems, developing unit procedures and reports, conducting meetings, representing the department at internal and external meetings.
• Manage the employee hiring process; develop or update job descriptions; develop performance expectations; identify essential functions and knowledge, skills… Show more Telefónica de Costa Rica. (Movistar)
• Manage the employee hiring process; develop or update job descriptions; develop performance expectations; identify essential functions and knowledge, skills and abilities required; assign work shifts.

San José Costa Rica

• Responsible for the design, and delivery of a variety of training courses and/or other interventions for employees. It involves creating pro-active and responsive solutions to the business needs and seizing.
• Support and carry out the operational part of the implementation of processes and activities that contribute with staff development, the jobs adequacy with the structure and… Show more
• Support and carry out the operational part of the implementation of processes and activities that contribute with staff development, the jobs adequacy with the structure and organizational goals, the implementation of.
• Payroll Backup, responsible of delivering and reviewing with employees their monthly payments. Show less