Marco Salas Email & Phone Number

-Responsible for directing multiple project managers, QA leads and digital production teams. -Responsible for delivery strategy, planning, execution and control of multiple client engagements.-In charge of building a sustainable and scalable model of delivery services. -Main POC for Account Management, Mobilization and Client Data Protection. -Hiring Manager-Responsible for monitoring and optimizing the financial health of the reporting accounts (CCI, GMA, COGS).-In charge of monitoring and optimizing the utilization, productivity and accuracy KPI’s following Operational Excellence, OM, Six Sigma and ISO standards.

Costa Rica

-Responsible for managing 5 clients, 8 project managers, 2 QA leads and 7 reporting delivery teams. -In charge of the voice of the customer process, project planning, delivery, process control and risk management of simultaneous projects and services. -Responsible for building communication channels with Client POCs. -Main point of contact for multiple clients. -Responsible for monitoring and optimizing the reporting team’s GMA, COGS, utilization, productivity and accuracy KPI’s.

-In charge of directing the quality assurance teams and reporting QA Leads.-Responsible for monitoring the continual improvement process, leveraging Key Performance Indicators and Voice of the Customer process.-Responsible for supervising the Service Delivery team’s performance and their strategy to achieve their KPI goals.-In charge of the corrective and preventive actions process. -In charge of coordinating internal calibration sessions at management level.-Responsible for managing customer escalations and identifying the appropriate corrective and preventive actions. -In charge of implementing, validating and calibrating end to end processes and digital production workflows. -Representative QA services for new clients and engagements. -In charge of auditing processes for digital production teams.-Responsible for providing level of effort estimations for new engagements. -In charge of coordinating and reviewing recruitment and staffing needs for the QA department.

-Responsible for supervising the creative quality assurance team.-In charge of implementing, validating and calibrating end to end processes and digital production workflows. -Responsible for integrating QA forecasts into project timelines. -In charge of validating internal and external quality standards for the digital production process.-In charge of creating test plans and test cases for digital production testing.-Responsible for defining the PASS/FAIL criteria for all deliveries. -In charge of analyzing KPIs and managing the continual improvement process. -In charge of initializing and following up on all improvement action plans.-Responsible for calibrating results between different development teams.-In charge of monitoring the requirement capture, analysis and risk management processes.

-Responsible for providing testing support for digital production teams. -In charge of validating online advertising, HTML/Email and rich-media products.-Responsible for running UAT (User interface testing) and test cases for multiple web-based applications. -In charge of training for new hires in the QA team. -Graphic designer for internal software applications and other internal projects.

-Responsible for managing customer service teams. -In charged of providing support to top-client accounts. -Backup system administrator for the customer service software application.

-Responsible for supervising customer service teams.-QA analyst for customer service operations. -Payroll assistant.-In charge of training for new customer service agents.-Senior customer service agent for top-client accounts.

Bachelor'S Degree (In Progress), Business Administration And Management, General

Business Management, Publicity Design, Marketing

Bachelor'S Degree, Commercial And Advertising Design

Business Management, Publicity Design, Marketing