Eric Hdez's Location
Costa Rica, Costa Rica
About Eric Hdez
Professional Summary:Over eleven years of customer service, technical support, call, and business center experience. Always striving to learn more and help others.• Eleven years of professional experience working in a contact and business center environment.• Six years of experience working as a technical support adviser.• Six years of work from home experience• Four years of Technical Project Management experience.• Over four years of experience using analysis, reporting, modeling, and forecasting to gather data for the purpose of making business decisions.• Four years of account management experience with relationship management and negotiation skills.• Four years of Amazon SPS experience• Two years of development experience with Python, .NET and PHP with Laravel.• Two years of Social Media management and triage.Five Strengths:Positivity.Developer.Empathy.Includer.Belief.Languages Learned:English - FluentSpanish - NativeSpecial Skills & Abilities:• Python: Engaged in basic scripting and automation tasks. Experience with Web Scrapping.• C#: Developed applications on the .NET Core platform, including a small ERP, CRM, and an Online Appointment Scheduler.• PHP, Laravel: Developed web applications like ERP, CRM and Admin Dashboards.• HTML, JavaScript, and CSS: Utilized in the development of web interfaces for .NET Core projects, enhancing user experience and interactivity. Also, I have created basic websites.• WordPress: Managed and created websites. Also, I have modified existing plugins and developed basic plugins to extend site functionality.• SharePoint: I’ve designed an Asset Management System with SharePoint and created an automated flow for it.• MySQL, MS SQL Server, and MariaDB: Designed and implemented databases for various projects. Undertaken database setup, query formulation, and data retrieval tasks.• Docker: Employed to containerize applications, ensuring consistent deployment.• GitHub: Leveraged for version control; familiar with standard operations such as commits, pushes, and pull requests.• Experience with lean and/or Six Sigma tools or concepts. Experience with Scrum framework and PMBOK methodology.• Familiarity with virtualization, experience with VMWare and Citrix virtual desktops.• Computer Skills such as Excel, PowerPoint, Word, Tableau, Sprinklr, ServiceNow, Jira, Confluence, Amazon Trouble Ticketing, SalesForce, iOS, Android, Windows, and macOS• Excellent English-language skills (spoken, reading, and written)• 200MB/200MB Home Internet connection
Eric Hdez's Current Company Details
Unleashed Tech Agency
View
Chief Executive Officer
Costa Rica
- Website:
- unclesamsaz.com
- Employees:
- 117
Eric Hdez Work Experience Details
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Chief Executive OfficerUnleashed Tech AgencyCosta Rica
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Chief Executive OfficerUnleashed Tech Agency Jan 2023 - PresentCosta RicaAs the Chief Executive Officer of Unleashed Tech Agency, my role is pivotal in driving the overall success of the company. I am responsible for a wide range of areas, including:Strategic Leadership: I set the vision, mission, and long-term goals of the company. I develop and implement strategies to achieve those goals, making key decisions that shape the direction of our organization.Business Development: I identify market opportunities and potential clients. I develop and nurture relationships with key stakeholders, partners, and clients. I explore new business avenues and expansion opportunities.Industry and Market Analysis: I stay abreast of industry trends, emerging technologies, and market dynamics. I conduct market research and competitive analysis to identify opportunities and mitigate risks. I use market insights to guide our strategic decision-making.Branding and Public Relations: I act as the face of the company, representing us to the public, media, and industry. I develop and execute a comprehensive branding and marketing strategy. I manage our public relations efforts to ensure a positive company image.Risk Management: I identify and mitigate risks that could impact our operations or reputation. I develop contingency plans and crisis management strategies. I ensure compliance with legal and regulatory requirements.Networking and Industry Engagement: I participate in industry events, conferences, and networking opportunities. I build relationships with thought leaders, influencers, and potential partners. I promote our expertise and thought leadership.Culture and Values: I define and nurture our company culture and values. I lead by example, fostering a culture of innovation, collaboration, and continuous improvement. I ensure employee engagement and support their professional development. -
Workstation Daas And Tech Inventory LeadPublicis Re:Sources Jul 2022 - PresentSan Jose, Costa RicaResponsibilities:• IT Asset Analyst for US, CA and Latam, and work with the Publicis Resources IT Operations collaboratively in addressing physical and software assets related issues, concerns, upgrades, and equipment retirements.• In charge of reporting, analyzing and managing data for the IT Infrastructure Director of US.• Performing an audit control inventory of hardware, equipment, and accessories to keep track of company technology related assets.• Process IT purchase request according to the purchase policy of the group, to fulfill IT needs in the siteKey tasks for this role:• Able to communicate properly with adjacent teams• Excellent stakeholder administration to avoid misleading information between teams or departments• Effective at communicating technical constructs and concepts to non-technical stakeholders Skills required:• PMI Project Management methodology• ServiceNow• ActualizeIT• PowerBI• MS Project• Visio• Advanced Excel -
Amazon Compliance ExpertThrasio Apr 2021 - Apr 2023SerbiaBeing the first point of contact to the team of Compliance, comfortable and confident liaising with remote teams. The job involves organizing, planning, prioritizing and scheduling small to medium projects, continuous improvement initiatives, refining, reviewing, updating and supporting SOPs (Standard Operating Procedures). Leading high performing individuals and advise them on how to present a project, an innovation, continuous improvement, auditing the process of completion for these projects/initiatives. The role involves influencing peers and stakeholders in other functions to achieve the operational and business goals assigned.Some key result areas include, but not limited to:• Responsibility for meeting operational and business goals set by the Head of Compliance• Driving appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals• Managing stakeholder communication across multiple lines of business on operational milestones, process changes and escalations• Ensuring high quality standards for interviewing and hiring employees at all levels of the organization.• Part of the Project Management team. I help with internal projects and also, help to improve processes.• I perform tasks related to Amazon compliance where words like POA, pesticide, hazmat, ToS, and brand registry are something I run into on a daily basis. • Beside being a compliance expert, I'm also a catalog senior expert with plenty of experience of seller central, catalog issues, feed files and category requirements.• In addition, I perform manual checks on high and medium priority accounts in order to generate a new task if required.• Able to submit SOPs and help as a point of contact for the new hires. -
Senior Project ManagerDigital Freses Jan 2019 - Jan 2023Costa RicaResponsibilities:• Project Manager for national and internal projects.• Resource Manager for national and internal projects.• Scrum Master for international projects.• Team Lead for a group of 8+ people• AllocationKey tasks for this role:• Able to communicate properly with adjacent teams• Excellent stakeholder administration to avoid misleading information between teams or departments• Effective at communicating technical constructs and concepts to non-technical stakeholders • Managing consumer facing eCommerce projects across web and mobile technologies • Managing projects in cloud environments, ecommerce microservices design and delivery.• Able to request to the appropriate team to perform data engineering work, building data pipelines, and automating processes.• Management costs for projects with budgets of around $50,000Skills required:• Scrum Framework• PMI Project Management methodology• Jira• Confluence• Notion• MS Project• AWS• DockersAs the Senior Project Manager for the following list of projects, my responsibilities included overseeing the project's planning, execution, and closure phases. I worked closely with our team of developers, designers, and other stakeholders to ensure that we completed the project on time, within budget, and to the satisfaction of our client. I was responsible for managing project risks, communicating progress to our client, and ensuring that all project deliverables met the required quality standards. -
Project Manager / Scrum Master / Talent Developer ManagerBamboo Sep 2021 - Dec 2022Costa RicaResponsibilities:• Project Manager for national and internal projects.• Resource Manager for national and internal projects.• Scrum Master for international projects.• Product Owner for a national and internal project.• People developer for the company.• Team Lead for a group of 8 people• AllocationKey tasks for this role:• Able to communicate properly with adjacent teams• Excellent stakeholder administration to avoid misleading information between teams or departments• Effective at communicating technical constructs and concepts to non-technical stakeholders • Managing consumer facing eCommerce projects across web and mobile technologies • Managing projects in cloud environments, ecommerce microservices design and delivery.• Able to request to the appropriate team to perform data engineering work, building data pipelines, and automating processes.• Management costs for projects with budgets of around $50,000Skills required:• Scrum Framework• PMI Project Management methodology• Jira• Confluence• Notion• MS Project• AWS• Dockers -
Amazon Seller AdviserTico Braid Dec 2020 - Dec 2021Costa Rica• I was helping the sellers with brand-new creation of products.• In charge of requesting UPC Exemptions.• Checking if their products were complying with the Amazon policies.• Explaining how to create a shipment for FBA.• Helping with data collection and analysis for future product launches
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Information Technology Field TechnicianPublicis Re:Sources Feb 2020 - Nov 2021Costa RicaResponsibilities:• Resolve requests or incidents received by telephone, voice mail, e-mail, and in-person for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, in compliance with Resources IT policies.• Manage escalations according to Publicis internal procedures in order to guarantee a proper resolution.• Provides technical advice to Resources Costa Rica personnel, including the IT new hire orientation.• Support the installation of personal computers, software, and peripheral equipment for all Re:Sources CR personnel.• Perform a control inventory of hardware, equipment and accessories to keep track of company technology related assets.• Guide the users for the equipment acquisition, according to the corporate norms• Process IT purchase request according the purchase policy of the group, to fulfill IT needs in the site• Maintains technical knowledge update through workshops, technical publications, personal networks and technical societies in order to guarantee the best technical solutions.• Explain IT policies, process and general information to new hires• Performs other duties as assigned by Information Technology SupervisorAchievements / Projects:• Project: Improve risk control and processes of the Information Technology Department• Initiative: Cancellation of purchase orders for DAAS pending from the Information Technology Department• Project: Improvement in the control of low value assets and reuse of damaged low value assets to reduce the environmental impact, and savings in the budget of the Information Technology Department• Project: Project Management Fundamentals for the Information Technology Department• Project: Improvement in the purchase of low value assets such as canned compressed air to reduce the environmental impact, and savings in the budget of the Department of Information Technologies
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Gaming Support Agent5Ca Aug 2020 - Nov 2020NetherlandsAs a player support agent, my duties will include but not be limited to:• Handling customer support (e-mail and live chat – no phone calls) by doing things like• Help players with account issues (compromised accounts, updates, etc.)• Resolve issues regarding refunds, purchases not going through, etc.• Assist players resolve technical problems with the game• Answer gameplay inquiries and helping sort out gameplay issues• Check updates & newly released content for the game you’re supporting• Take assigned training modules to help you improve even further in your job• Attend your weekly meeting with a team of 10-15 fellow agents and your managerIn short, I was responsible for helping players of this popular video game (NBA 2K20-2K21) resolve their issues and continue enjoying the game that they love. -
T4 Global AssociateAmazon Feb 2019 - Feb 2020Costa RicaT4 is a technical business team in charge of triaging tickets that resolver groups may need to troubleshoot. Our goal is to audit the ticket and be sure that the processes were complied and that the ticket is requiring further assistance from the developers in charge.In addition, T4 is in charge of the improvement of the technical/legal documents that the Associates must follow in order to reach a group of developers. We are familiarized with continuous improvement and small/medium projects. T4 supports 14 marketplaces and over +90 resolver groups. -
Amazon Seller Support Sr.Amazon Nov 2017 - May 2019Costa RicaResponsibilities:• Provide assistance via phone and email regarding catalog, feeds, brand registry and general inquiries related to a seller account.• Perform deep dives to help my supervisor to identify root causes that might be affecting the team metrics and providing solutions.• Helping my Supervisor and other Supervisors as a backup.• Following POA's and checking if the Associates actually met the goal set.• I was in charge of the deep dives for the team metrics.• In charge of providing coaching to my teammates.• In charge of viewing the Real Time Metrics tool to check who was on hold, ACW, and other Aux, so I could ask them to refresh if necessary andat the same time, confirm that they were following the POA.• In charge of sending the team metrics.• In charge of creating projects to propose solutions, minimize impact, fix processes and official documents.Achievements / Projects:• Top performer of the team on performance metrics and team contributions for more than 6 months.• 9+ months as a Mentor (CSM).• 9+ months taking Andon cords.• Won the quarterly top performer of 2018.• Created a PowerPoint presentation about the Report Infringement form. This helped my coworkers to avoid high AHT for calls and emailsrelated to this topic. Basically, I shared how to use the form, who can use the form (Brand Registry sellers, Patent owners and Trademarkowners) and how to use the uspto.gov website to retrieve Trademark and Patent information.• Chosen as a Seller University associate for the Seller University event of 2018.• Project: Improvement of the Satisfaction of the Associates from SPS with the Rewards & Recognition Program, for this Second Quarter 2019• Project: Improvement of the Engagement of the Associates from VCC and WFH with the Growth and Fun Program, for this Second Quarter2019• Project: Defect Reduction on Tickets for the Error 8572 for SPS SJO Associates 2019• Project: Project Management Fundamentals for T4 Associates 2019
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Social Media Engagement ManagerN3 Results Nov 2015 - Nov 2017Costa RicaDuring my time at N3 Results, I worked as a social media manager responsible for managing the social media accounts for McDonald's US and Corp. One of my primary responsibilities was to monitor and analyze consumer engagement on various social media platforms.To accomplish this, I reviewed comments, replies, and mentions made by consumers of McDonald's US restaurants on social media. I used various social media monitoring tools and software to filter incoming messages based on keywords, sentiment, and other factors. I then moved each message to its respective queue based on the type of response that was required, such as prospecting new customers, addressing customer dissatisfaction, or engaging with brand advocates and influencers.In addition to monitoring and filtering messages, I also forecasted data about campaigns, advertisements, and potential responses from McDonald's consumers and prospects. This involved analyzing historical data and trends, as well as conducting research on consumer behavior and preferences to anticipate how different campaigns or marketing strategies might perform on social media.I used a range of tools and techniques to collect and analyze data, including social media analytics software, market research reports, and industry trends and insights. This allowed me to provide insights and recommendations to the McDonald's team to help them make more informed decisions about their social media strategy.To ensure accurate tracking of consumer engagement, I added data to Excel files, such as the date and time of each message, the type of response provided, and any other relevant details about the interaction.Finally, I conducted Twitter and Facebook deep dives to identify successful posts, keywords, or campaigns that had a better performance. This involved analyzing large volumes of social media data to identify trends and patterns and to gain insights into what types of content and messaging resonated with McDonald's target audience.
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Customer Service RepresentativeSykes Jan 2014 - Dec 2015Costa Rica• Able to work with cellphones, activating phones, lines and able to understand and manage billing questions. I worked with the AT&T account and I was chosen as a FSR [Floor Support Rep] -
Technical Support RepresentativeHp Jan 2012 - Dec 2013Costa Rica• Technical Support for HP printers, network installation and printer server knowledge.• Knowledge in telecommunications and networking (advanced), protocols, OSPF, EIGRP, RIPv2 in order to understand how the printers may be routed on a network for end users/companies.• MFP and Monochromatic printers maintenance.• General technical support for multifunctional devices, software and hardware related.• OS knowledge: Win XP/ Vista / 7 and Mac OS up to 10.10• Knowledge about iPad, iPhone and ITS Network/Airprint set up and Android OS.• Alpha backup (similar to AA or FSR)• Virtual support to confirm if a hardware or software needed to be repaired and if a technician dispatch was needed.
Eric Hdez Education Details
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Information Technology -
Communication And Infrastructure -
Cyber Security
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Project Manager Jr. -
Cisco Ccna Technician
Frequently Asked Questions about Eric Hdez
What company does Eric Hdez work for?
Eric Hdez works for Unleashed Tech Agency
What is Eric Hdez's role at the current company?
Eric Hdez's current role is Chief Executive Officer.
What schools did Eric Hdez attend?
Eric Hdez attended Universidad Latina De Costa Rica, Universidad Cenfotec, Universidad Cenfotec, Tecnológico De Costa Rica, Universidad De Costa Rica.
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