Francisco Ruiz Email & Phone Number

Concepción, Provincia De Cartago, Cr

Costa Rica

Costa Rica

Responsible for managing the planning and execution of production schedules and resources. Direct liaison between Production teams (development and QA) and Client Services to determine the most efficient workflow, adequate resources and identify gaps in demand or capacity so that work can be delivered on time and meeting all internal and external expectations.Responsibilities:• Monitor production queues to assign tasks and regularly check the status of outstanding work.• Conduct regular meetings to assess daily tasks, review upcoming work, and identify risks/gaps.• Review timelines with account leadership and facilitate resource estimations.• Manage production teams with authority to assign, direct, prioritize and evaluate work in adherence to timelines.• Participate in process training and consulting for internal teams.• Partner with QA and development teams to ensure adherence to operational processes.• Communicate issues with department head, and account leadership.• Comfortably handle change requests and provide quick and efficient resourcing solutions.• Proactively provide ideas and solutions towards the improvement of the process and the business.• Help assess risk and impact on the existing production work that may arise due to any scheduling, requirement, or functional change.• Oversee resourcing tool to address over allocations, maintain accuracy and ensure resource optimization.• Assist teams to coordinate vacation time, overtime, and on-call rotation schedules.• Help report out on team KPIs.• Time and expense manager for the Offshore team in Costa Rica and Colombia.

Costa Rica

Main point of contact for clients project execution, change requests, production management process and special requests. Work directly with Technical Services for requirements, LOE and BRDs for client projects.Oversee production team, mailing calendars and internal production process. Accountable for the accuracy, timeliness, and consistency of campaigns executed on behalf of the client and any escalation management required.Own any daily / weekly team meetings where the activity is shared & workload is divided.• Provide project management expertise for assigned projects including requirements gathering, milestone tracking and status reporting where a Program Manager is not aligned. • Provide status updates and reporting on a daily or weekly basis based upon cadence established with the client.• Estimates campaign volume forecasts to estimate workload for team and individual.• Accountable for completion of account specific documentation and reporting including campaign effort, incident metrics and quarterly compliance reporting and assist with QBR or onsite client meetings.• Assist pod leader in ramp plans for new hires and transfers based on production needs.• Collaborates with pod leader on individual contributor performance, strengths, and development needs• Provides feedback on progress quarterly for team members.• Provides pod leader with examples and areas of improvement for team members on a PIP and reports any noticeable progress during PIP• Leads/attends all client status calls for production and projects• Attends client health calls with Client Success Manager• First tier error remediation contact, process breakdown and root cause in collaboration with pod leader

Costa Rica

• Line manager for individual contributors in the team. • Handle projects for the client across different business units• Advise on planning, resourcing and timelines for all client services related tasks within a project to ensure accurate scoping for the work to be done by the client services team.• Interview potential candidates• Lead daily check-in calls with the team to manage the workload• Work closely with the team to build a solid relationship between team members• Have bi-weekly one on one meetings with all team members• Complete and perform yearly evaluations for all team members• Create, deliver and monitor performance improvement plans as needed• Create process documentation• Assist the client with non-production related requests (reporting, investigation work, questions, etc.)

Costa Rica

Responsible for owning the day-to-day client relationship, special projects, execute email and other marketing campaigns, building database segments, generating and maintaining reports, and ensuring quality.Worked with clients such as Norwegian Cruise Lines, Bare Necessities, Direct Brands, and others.Some of the duties involved:• Ownership of special projects from start to completion, with little supervision and oversight• Recommend new programs to account team for possible discussion with clients, suggest methods for streamlining existing client processes or creation of new processes to improve efficiency, and monitor competitors’ email programs for intelligence gathering purposes.• Assist account team with special client projects, presentations, and program reviews.• Document client-specific processes and procedures.• Train clients and new team members on application functionality and client-specific processes.• Help clients build and improve their email marketing strategies by offering best practice advice and recommendations.• Worked with clients to establish deliverability best practices and worked with major ISPs to resolve any deliverability issues.• Implemented best practices to resolve client issues with email domain rendering and HTML coding.• Involved in the SOW process.• Create and maintain reports in Microsoft Excel interpret results and relay key findings to team.• Document and communicate potentially complex solutions to clients in a timely manner

Costa Rica

Day-to-day contact for client on mailing production. Responsible for flawless campaign production for mailing creation, updates and scheduling.Worked on behalf of many of the largest brands in North America such as JCPenney, The Foundry Big and Tall, Nintendo, etc. Primary responsibilities:• Flawlessly executed, tested, and deployed emails and other marketing campaigns using proprietary, web-based application (using HTML). • Worked closely with clients to ensure exact specifications were met.• Built database segments based on client and account team instructions• Performed quality assurance on all campaigns, and assist in cross-checking the work of peers to ensure 100% accuracy• Owned day-to-day client relationships relating to production and application issues, as well as interacting with and support account team members based in the U.S.• Created and maintain reports in Microsoft Excel• Documented and communicated potentially complex solutions to clients in a timely manner• Served as a communication liaison between clients and account teams when needed.

Costa Rica

Provided strong technical support to all employees, subscribers, affiliates and other reseller clients in the access/use of company products, services and other related applications. Resolving technical issues related to this access/use which included troubleshooting personal computer, software, hardware, mainframe, SNA leased line, and TCP/IP connections.• Provided thorough technical support to resolve employee and client problems, and acted as the liaison throughout the problem resolution process between clients and subject matter experts responsible for escalated problems.• Received employee and client requests for company products, services or other application assistance, identified the source of the problem, determined the appropriate course of action to resolve the problem, using internal and external information sources and coaches the user through the resolution process.• Assisted employees and clients in completing or troubleshooting software installations, upgrades, communication and other application problems and/or walkthroughs.• Operated as the Expert Agent for assigned products and/or applications, handling all responsibilities of that function.• Provided after-hours on call support, as scheduled and/or needed.• Coordinated AT&T and/or VRU call routing and message fronting when needed.• Provided limited second level technical support to peers in resolving more challenging problems.• Directly handled escalated issues assigned to them by the department Manager, Supervisor, or Lead• Assisted management with support-related tasks and participated in application beta-testing when needed.• Made recommendations for process improvements and technology changes within the department.• Assisted with training of newly hired technicians, and existing technicians requiring or seeking additional training.• Assisted the department Manager and Supervisor with company projects or initiatives that had direct impact on the department.

Costa Rica

Provided on-line telephone, web and email IT technical support to end users on their mobile and desktop platforms.• Provided support with high level expertise on standard software application packages and the environments and platforms in which the business operates (desktops, laptops, remote access, messaging, etc.).• Provided technical support on hardware, MS Operating Systems, Network and Remote Connectivity.• Became expert on knowledge tools, client management tools and remote control software, helping to resolve 90% of calls online without having to dispatch to service partners or desk side support technicians. • Diagnosed triage issues and delivered a high level of customer satisfaction.• Support was provided in English.

Licenciatura En Mercadeo, Ciencias Económicas

Certificación, Marketing, Marketing Y Creatividad Digital