Giovanni Boschini Email & Phone Number

Costa Rica

• Lead high-performance operations teams in India and Costa Rica to drive Databricks Partner Program strategy and execution.• Manage Partner Salesforce data and Partner Portal, ensuring data integrity and user experience optimization.• Oversee onboarding processes for new partners, including applications, contracts, and due diligence, streamlining operations and increasing efficiency.

• Developed frameworks for digital transformation and automation adoption • Analyzed business processes to identify automation opportunities and designed tailored strategies using RPA, AI, and digital platforms.• Collaborated with cross-functional teams to align technology solutions with business goals and provided guidance for successful transformation.

Costa Rica

• Managed a team of 25 employees, including managers, program managers, business intelligence professionals, data engineers, and technical experts in developer tools such as Python, Marlin, and Informatica.• Worked directly with VPs, Senior VPs, and the C-Suite to make strategic company decisions based on customer feedback and presented executive analytics every quarter.• Worked closely with sales and account teams to estimate, provision, and manage platinum services (Highest Revenue) for customers and programs that implemented Sales processes (CPQ, CRM)• Partnered with VMware leadership in planning activities that align with the CX strategy, promoting a culture driven by customer experience.• Collaborated closely with Corporate Sales, Sales Operations, and Enterprise teams to drive cross-functional initiatives, driving company improvements.• Managed and grew relationships with our largest customers while fostering a continuous improvement mindset through process improvements and best practices.• Collaborated with the data team to identify trends in customer and employee feedback, using the data to inform leadership decision-making.• Spearheaded the development and implementation of a comprehensive analytics platform using Python, Hadoop, and Spark, enabling real-time data processing that improved decision-making efficiency by 30%.• Identified opportunities for operational scaling and process optimization across departments to increase efficiency, reduce costs, and maintain quality.• Directed Program and Project Management, overseeing up to 22 data engineers and analytics projects with various methodologies, including Agile and Waterfall.• Led the Partner Operations team in understanding customer goals, onboarding, training, technical support, health monitoring, and identifying renewal and upsell opportunities.• Participated in site management initiatives such as culture engagement programs, growth planning, and site marketing.

Costa Rica

• Managed one Project Manager and 2 Automation Leaders, all experts in technology, automation, and process improvement. Collaborated closely with Finance, Marketing, Product Services to enhance our product portfolio and optimize critical processes.• Led the design, development, and deployment of RPA solutions to automate repetitive tasks, improve operational efficiency, and reduce manual errors.• Worked with business units to identify, prioritize, and document processes suitable for automation, conducting feasibility studies and ROI analysis.• Established and maintained best practices, standards, and governance frameworks for RPA development, deployment, and maintenance.• Partnered with IT and infrastructure teams to ensure scalability, reliability, and security of UiPath infrastructure and environments.• Monitored and analyzed the performance of deployed bots, identifying opportunities for optimization, enhancement, and expansion.• Provided regular updates and reports to Senior Leadership on the status, progress, and impact of RPA initiatives.• Defined the budget for the Center of Excellence, managed it to plan, and delivered against budgetary goals and objectives.• Communicated the overall strategic vision, processes, structure, and skill sets required in the engineering departments to support site objectives.• Managed, coached, and mentored technical leaders in facilities, maintenance, engineering services, new product introduction, and design transfer departments.• Promoted knowledge sharing, scientific thinking, and implementation of methodologies through case studies and communities of practice within and outside the site and in other organizations.• Allocated technical resources, approved contractors, subject matter experts, training programs, and development opportunities to optimize plant performance and product availability.

Heredia, Costa Rica

• Managed a team of 15 Process Managers in different countries—Bulgaria, Costa Rica, and India— who are all certified green belt professionals.• Visionary Leadership: Implemented a digital vision and led the organization towards it, assisting the Chief Digital Transformation Officer (CDTO) in creating a digital culture and motivating teams to adopt new technologies.• Business Acumen: Understood the business strategy and had the ability to align digital transformation with overall business objectives.• Process Mapping: One of the main objectives of my organization was breaking down complex activities into sub-components, identifying gaps, and recommending optimizations.• Governance Processes: Demonstrated results in defining program-level business processes, coaching business partners in their application, and supervising program effectiveness.• Technological Knowledge: Deep understanding and application of digital platforms that could benefit the business, including cloud computing, artificial intelligence, machine learning, data analytics, and Robotic Process Automation (RPA).• Change Management: Managed the change brought by digital and business transformation and had the capacity to drive its proper implementation.• Communication: Communicated with stakeholders at all levels of the organization and managed relationships with external vendors and partners. Also, conducted vendor management to help bring the vision to life.• Project Management: Led the formation of the COE, playbook, and subsequent digital transformation projects to completion, while managing resources and tight timelines.• Strategic Thinking: Had the ability to see the big picture of how to best utilize digital technologies to enhance business processes, employee productivity, and customer experiences.• Risk Management: Identified potential risks and barriers to digital transformation and proactively addressed them.

Costa Rica

• Managed a team of 3 Managers and 15 Risk Investigation professionals in Costa Rica.• Met and exceeded service level agreements and KPI performance metrics by 20% through strategic resource allocation and process optimization in risk and financial fraud investigations.• Utilized technical skills in data analysis to streamline operations and ensure consistency within the network.• Managed and monitored SLAs to ensure a high quality of service provided to customers.• Identified and eliminated root cause barriers, improving accuracy, productivity, quality, and addressing knowledge gaps within the investigation specialist team.• Led strategic planning initiatives resulting in a 15% increase in operational efficiency within the Risk and Financial Fraud Investigations department.• Created strategies to continually support individuals through individual development plans.• Led a steering committee, developed and facilitated leadership courses for the Learning Development Academy program, resulting in a 20% increase in participant engagement for aspiring leaders.• Managed the career growth and development of associates by focusing on Amazon's Core Values. Played a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, serving as a role model.

Panama City, Panamá, Panama

• Managed a team of 30 Project Manager professionals.• Onboarded new project resources to meet demand, maintaining a 100% satisfaction rate from project stakeholders.• Implemented a comprehensive training program to ensure the successful adoption of standardized processes by all team members.• Led the successful implementation of ITIL processes for the service organization, aligning with industry best practices.• Contributed to revenue growth by supporting and participating in business development activities.• Assigned subject matter experts from the project management discipline to assist HPE in submitting strong proposals.• Contributed to business development directly by writing proposals, coaching, participating in market studies, serving on bid challenge teams, and reviewing proposals.• Served as a strategic partner by influencing and shaping the ITO Program Management Office approach to growing its portfolio of projects.• Participated in leadership meetings to gain insights into HPE ITO financial outlook, utilization goals, delivery goals, and business goals for the fiscal year.• Collaborated with other delivery leadership to achieve company objectives.• Managed team operations (e.g., budget, performance, and compliance), and implemented workforce and talent development plans to meet business needs.• Drove or contributed to organization goals with members of other delivery leadership teams.• Led the performance rating calibration process with other people managers in the project management organization.• Designed project roadmaps to support and communicate the business strategy and tactical goals.• Navigated the team through complex issues, proactively raising concerns and fostering an environment for exploring different solutions.• Led continuous efforts to establish Project Management best practices to enhance organizational capabilities.• Key resource in identifying and mapping key activities that drive timelines and analyzing risks.

● Managed a team of 6 leaders overseeing the support staff for Credit Suisse's customer operations in Costa Rica, London, and the US, encompassing over 50 active technical support engineers in Access Control Management, Backup & Storage. ● Coordinated the renegotiation of contractual agreements and customer change requests following the ITIL service delivery model, resulting in a successful 5-year contract extension between Credit Suisse Bank and HP. ● During negotiations, I guided the customer, advised and identified their IT needs, tailored offerings, and ensured the achievement of Credit Suisse’s financial objectives and compliance to meet consumer/customer requests and demands. ● Accomplished objectives by establishing plans, budgets, and performance measurements; allocating resources; reviewing progress; and making mid-course corrections. ● Created an Operating model based in ITIL in which was focused on: Continual Service Improvement, Service Operation, Service Design, Service Transition, and Service Operation, Continual Service Improvement, Business Intelligence and Data reporting, ● Served as the primary point of contact for all tactical operational issues, including performance management, gap analysis, and problem-solving. ● Managed account operations and ensured compliance with contractual agreements, consistently meeting or exceeding cost savings targets. ● Directed operations overseeing backup and storage incidents, access control management across mainframe, Unix, and Windows-based servers, resulting in a 20% reduction in system downtime. ● Developed and executed annual financial budgets and monthly forecasts, achieving a 30% increase in cost-saving strategies. ● Monitored all administrative processes involved in billing and delivery of negotiated services to ensure compliance with commitments according to defined conditions.

Costa Rica

● Managed a team of 150+ Technical Support specialists and 7 Operations Managers for each business unit. Successfully oversaw tactical operational functions, including performance management, gap analysis, and problem-solving, enhancing team efficiency. ● Ensured smooth service desk operations by managing a team of 7 Managers overseeing a 150+ employee operation. ● Achieved adherence to contractual agreements by managing operations within budget constraints, resulting in a cost savings of 10% per quarter. ● Oversaw Service Desk operations for North America and Latin America markets, serving as the regional point of contact. ● Directed the creation and oversight of annual financial budgets and monthly forecasts to optimize operational efficiency. ● Utilized technical skills in process optimization and data analysis to identify areas for improvement and develop strategic plans to enhance Service Desk operations. ● Demonstrated a thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team. ● Conducted and shared results from service and operation performance reviews on a weekly, monthly, and quarterly basis through QBR sessions. ● Managed and developed strong relationships with Senior Leaders, team leads, and local leadership. ● Guided efficient operations to ensure SLAs were met and service-desk clients were satisfied through effective communication, escalations, operational performance monitoring, SLA compliance, continuous improvement, and timely stakeholder engagement.

Master In Business Administration (Mba)

Degree In Communication Of Marketing

Bachelor'S Degree In Advertising

Executive Education- Management With Leadership: Organizational Change Strategies

Negotiation Seminar And Workshop, International Business/Trade/Commerce

Executive Education, Finances For Non-Financiers

Executive Program, Organizational Leadership

Activities and Societies: High performing Teams Executive ProgramProgram to reinforce leadership skills through potentiality.

Project Management Fundamentals