- In charge of Publisher Communications and Appeals team with 32 members between Costa Rica and India.- Manage team productivity and processes standardization.- Accountable for quality assurance and achieving customer satisfaction and productivity KPIs.- 1:1 sessions on a biweekly basis and monthly huddles in order to communicate actions, best practices, new topics and organization strategy.- Implementation of key projects using six sigma methodology and generating important savings for the organization.- Responsible of hiring process in order to guarantee proper volume coverage.- Stakeholder communication regarding projects status, team productivity, ad hoc request and escalations resolution.- Data analytics using Sales Force and Tableau, analyze data and provide actions. Achievements: - Implement successful Gemba projects that automated processes in order to generate more than $150k in savings for the organization.- Reduction of legal calibration in 26% by placing proper processes, improving strategy and building rapport with stakeholders.- Implement new training curricula that helped new hires to achieve metrics during all 12 weeks of ramp up process- Unify and standardize processes for multicultural teams by creating a plan that engaged managers, stakeholders and reviewers into one single structure and better processes for customer satisfaction.

- Customer Service supervisor in charge of C-sat and customer journey- Responsible of leads and funnel analysis using Sales Link in order to define actions for new and used machinery sales and rental business.- Call Center implementation and process creation including IVR, metrics and standardization for all the company.- Create new and effective communication channels in order to have better service and faster resolutions for the customers. - Address NPS metric based on surveys review. Analysis of data to create new strategies that improved Customer Satisfaction metrics.- New Cultural engagement plan implementation, that included improvement for customer satisfaction and benefits for employees in order to improve motivation.- Monthly report to stakeholders regarding sales and participation market.Achievements: - Successful project to implement Avaya in all 16 branch offices and headquarters, receiving more than 12000 calls per month achieving SLA and productivity metrics.- Creation of WhatsApp communication channel and sales platform. Supporting more than 1000 customers on a monthly basis. - Evaluate Customer Satisfaction metric and implemented a plan that produced an improvement of 15% of Net Loyalty Score Results for the entire organization.- Achievement of 85% SLA goal and reduction of abandon call rate in all organization by placing control mechanism and provide the customer with proper IVR technology.

- Project management for projects related to service promises, inventory and logistics.- Development of a call center for Central America including technology, processes, metrics and data analytics. - Responsible of E-commerce management and implementation in Central America.- CRM management, including customer experience analysis and leads/orders supervision.Achievements: - Create and execute of E-Commerce platform in Central America for AAA customers in order to receive 100% of orders and deliver the requested product on time, processing more than $5MM during the first year in Central America. - Use Six Sigma strategies to implement Service Promises in alliance with Logistics and Sales to deliver more than 95% of orders on time and completed.- Call Center training and management in Central America, supporting more than 15000 monthly calls per month achieving SLA, reducing abandon rate and creating a proper IVR in order to reduce customer waiting time.- Improve inventory availability by working together with Sales, Supply and Demand Departments in order to reduce backorder less than 3% per month.

- Supervision of different high performance teams that received more than 20000 calls on a monthly basis.- In charge of CSAT metric achieving results by reviewing customers comments and improving technical gaps- Responsible for hiring process for different teams according to their requirements and skills.- Increase the motivation among the team members significantly through team building activities and rewardsAchievements: - Implement the Tech Assist team in the organization with 11 people in the team. Agent recruitment process for all supported technologies, identify de appropriate KPIs and development of new processes for a specific type of customer.- Generate savings by improving Diagnosis Efficiency of Onsite Parts with Six Sigma project that contributed to a better part selection and achieved metric target.- KPIs improvement by implementing new processes, 1:1s, data analysis and execution of best practices.

Sales executive for public and private sector and Logistics assistant- In charge of product quoting and auction for hospitals around Costa Rica.- Place orders on time in order to delivered before completion date.- Brand Consolidation and marketing.- Efficient inventory rotation.