Experience

  • Traveler Experience Senior Director & Country Site Leader

    at CWT

    May 2017 - at Present

    Provincia de San José

    I the general manager for a site of ~500 employees and currently oversee a staff of senior managers in charge of over 20 frontline supervisors that together lead a staff of ~400 travel counselors who service corporate business travelers around the world. Accountable for all operational needs for the global contact center for CWT which include; employee engagement, facility management, ensuring appropriate staffing resources, consistently improving performance levels and serve as the legal representative for the company in Costa Rica. Accomplishments: Doubled employee staff from ~170 employees in 2017 to over 400 in 2019 Implemented a frontline leadership development program Created balanced scorecards at various levels to ensure results were consistently measured Created performance management playbook to enable standard adherence to best practices

  • Professional Services Senior Manager & Country Site Leader /

    at Akamai Technologies

    April 2014 - May 2017

    Provincia de San José

    Lead the Costa Rica office wide functions and focused on leading Solutions Architects across multiple geographies for Akamai’s Professional Services organization. Lead 120 professionals in 6 different regions. Promoted rapidly through a series of increasingly responsible management positions based on strong leadership, financial, operating, team building, and team performance. Implemented a customer engagement strategy to increase the amount of customer survey responses and create live customer interactions with the team managers. Implemented new recruiting and training methodologies to reduce “time to productivity” Accomplishments: Increased the Costa Rica office headcount from 13 to 250 employees 4th place Great Place to Work award in Costa Rica Maintained

  • Global Solutions Center Senior Manager

    at Hewlett Packard

    May 2006 - May 2013

    Provincia de San José

    Started a career in Hewlett Packard in 2006 as a service support engineer and was quickly promoted to manager within a year to lead a team as part of the Global Storage Service Support organization where I was in charge of ~30 support engineers. After a second promotion I was appointed to lead a team of frontline operations leaders as a Senior Manager for the Global Service Support organization. I was responsible for the Personal Systems Group that provided support for Latin America (~140 employees). Accomplishments: Received “2007 Global Solutions Center Costa Rica Most Valuable Leader” award. Selected for “Top Manager Skills Development Program” at INCAE (#1 Business School in Latin America) Received “Global 2010 Enterprise Business MVP Leader” award

  • Technical Support Engineer

    at Sykes

    June 2002 - May 2006

    Provincia de San José

    Was first hired as a technical support engineer for Toshiba personal devices (laptops, desktops) and was promoted to 2nd tier support engineer within 6 months and when a new client required tenured team members I was transferred as a helpdesk technician. Afterwards I pursued a transfer to the most technical client account (Cisco Systems) where I specialized in voice over IP technology (Cisco Call Manager).

Education

  • Business Administration

    at Universidad Latina de Costa Rica

    2004 - at Present (16 years) Provincia de San José

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