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Work experience

Customer Support Manager

Hewlett Packard
Heredia, Costa Rica Customer Support Manager In charge of tactic implementation of all Operations practices for the Enterprise Customers supported. First point of contact with the Enterprise Clients that generates more revenue at HP. Ensure appropriate quality of service and compliance with Line of Business partners' needs. Business Planning/Focal Point as Contract Administrator. Responsible to solve common and complex Business escalations within established guidelines acting as an expert providing direction and Guidance to process improvements and establishment of policies. Managing and preparing new quotes and contracts for Enterprise Accounts. Provide renewals and process new quotations for future deals. Manage meetings with customer to set expectations, review deliverables, responsibilities and to manage issues during the project lifecycle

Team Manager

BA Continuum Ltda
San Jose, Costa Rica Team Manager Supported claims implementation in Costa Rica while developing Business routines and control points to ensure appropriate quality and service and compliance according to business needs.

Human Resources Developer

BA Continuum Ltda
Sykes Latinamerica S.A. Heredia, Costa Rica Human Resources Developer In charge of measuring and acting upon organizational environment for the site. First point of contact for front line and middle managers to handle HR specific subjects and concerns. Co-lead of the Organization's development program for all employee levels.

Team Manager

BA Continuum Ltda
Team Manager Awarded Excellence Award during 2004. Consistently recognized as a top performer for the Organization. Customer Service Representative Financial account representative for new account in Costa Rica.


Management Institute

Universidad Latina