* VMware (Computer Software): In my current role, I lead a group of 30 analysts that support the renewals sales organization worldwide from an world class back office operation based in Costa Rica.
With 2 team supervisors in my group, We drive and manage this operation with the highest sense of urgency, quality, and speed, constantly over delivering the productivity and quality targets , this while maintaining a solid, motivated and well balance work-life balance for the team.
For the past three quarters and after achieving a performing state, we have been able to over deliver on our quarterly KPIs, and driving efficiencies gradually, that contribute to having a leaner, meaner operation.
I am also the Global Escalations POC, responsible for ensuring global alignment with escalations management and resolution, engaging and enabling the resources in different location and departments to drive escalations to a satisfactory and viable solution.
I designed, implemented and managed the global incentive program which has contributed to: the implementation and stabilization of the organization initially, and to drive performance up, challenging status quo which impacted and helped us drive directly the efficiency gains that we made quarter after quarter since we started in Jan 2015.
I contributed and drove the initial operational excellence frame work that enabled a particular lift and shift implementation of the operation that was brought back to VMW from a outsourcing vendor.