Service Center Costa Rica Sd Manager
Current- Ramped up an organization of +40 Information Technology Specialist in Costa Rica including 24x7 Service hosted in Costa Rica.- Led 40+ Employees including Customer Service personnel, supporting SAP Finance, Human Resources & Procurement modules. In addition, supporting for +5 versions of IDB Business Platform Convergence all of this for the entire population of the IDB.- Led Transition of 100% of Calls from QRO TCS Service Desk to Costa Rica when we are now handling an average of +7000 calls a month.- Led the Service Desk Team that works around the clock providing support 24x7, 365 days a year. We provide support to multiple Bank applicati0ns, including Active Directory, Mac & Windows 10 Operative Systems, Android & IOS, Office 365, SharePoint between others.- Led the ISO:9001 certification of the Service Desk from the operational end, this included all the process matured on the 3 years since the operations migrated to Costa Rica.- Led Transition of the Extranet Support Team to Costa Rica, taking care of first level support for credential management for the external clients of the IDB.- Provide first level support to the BID Invest group including Office 365, Maestro, Computer Provisioning.- Accomplished a First Contact Resolution of 87%, +97% of Customer Satisfaction, 71% of the overall load of tickets are handled by the Service Desk, less than 3% are in pending state, the abandonment rate of calls is less than2% and the call waiting index is less than 0.78%.- Sustained an average of 12% employee turnover- Raise CSAT from 3.9 t0 4.5 handling more than 30 different clients at the same time.- Provide First Level Support of provisioning and de-provisioning of computer equipment of the entire bank routing and documenting +400 cases to the USA and all the countries where the Bank has presence this including the BID Invest.-Acquire ISO9001:2015 Certification for the Service Center in Costa Rica. First Team in the Service Management Teams at the Bank Level.
