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 • 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 Service Managers in regions about Major Incidents impacting their customers Coordinate the transition of new products and/or accounts in the service desk• Perform some quality assurance checks on calls and incidents• Monitor service desk process effectiveness and propose improvement• Responsible for Problem management, ensure Problem log is tracked and until closure. Also responsible for raising CR incase requires to resolve Problem Log.Goals achieved on this position: • Decreasing the Average handling time (AHT) per call by a 24% • Increasing the capacity of call an agent can receive by improve the IVR diagram, without an impact on quality.• Able to fulfill the company´s requirements for the FIFA WorldCup. Show less

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)• 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 and abilities required; assign work shifts.• Manage employees and team performance; provide new employee orientation; coordinate and provide adequate training to staffs; coach, counsel and motivate agents; evaluate personnel.• In charge of staff’s leave and overtime.• Manage internal escalation and resolving special issues.• Assuring that SLA and AHT goals are being achieved• In charged of the employee termination process. • Ensuring first contact Resolution, reviewing the cases that could not be solved on the first contact.• Monitoring how effective our resolution is and the impact on Customer satisfaction.Goals achieved on this position:• According to the SUTEL we have the Best Customer Service Satisfaction in Costa Rica on Mobile solutions.• Increased the amount of calls received by 80% with the same headcount.• Decrease Average Handle Time by improving scripts and internal procedures. • Increasing First Contact Resolution by 62%• Creating a Tool to improve resolution and decreasing AHT on Technical support cases. Show less

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 opportunities for continuous improvement in individual, team, business unit and organizational performance.• 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 • 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 opportunities for continuous improvement in individual, team, business unit and organizational performance.• 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 programs for performance appraisal, job evaluation of work, to generate efficient and effective communication, and periodically measure the organizational climate and culture, seeking to ensure alignment between employees and business strategy.• Payroll Backup, responsible of delivering and reviewing with employees their monthly payments. Show less