J

Juan Jose Perez

About

Detail

Senior Service Delivery Manager - Global Program Management Office
Heredia, Heredia Province, Costa Rica

Timeline

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Job
school
Education

Résumé

Jobs verified_user 0% verified
  • Fujitsu Technology Solutions
    Senior Service Delivery Manager
    Fujitsu Technology Solutions
    Mar 2016 - Sep 2022 (6 years 7 months)
    - GLOBAL PROGRAM MANAGEMENT OFFICE - Service/Business Relationship Management - Ensure adherence to contracted customer SLAs - KPI implementation, deviations and SLA fulfilment - Project Management for North, Central America and Caribe - Transition and Transformation Americas Region - Sustainable service improvement based on CSI - Capacity and demand planning
  • Fujitsu Technology Solutions
    Regional Service Delivery Manager
    Fujitsu Technology Solutions
    Apr 2013 - Sep 2022 (9 years 6 months)
    - Ensure adherence to contracted customer SLAs - KPI implementation, deviations and SLA fulfilment - Project Management on regional level - Sustainable service improvement based on CSI - Capacity and demand planning
  • Confidential Company - Tech Startup
    Business Consultant
    Confidential Company - Tech Startup
    Jan 2012 - Jul 2013 (1 year 7 months)
    - Business Plan creation and validation for call centers business initiatives - Coaching & training to call center Executive Managers - Service metric score card design, according to business needs - Retail plans and forecast
  • M
    Commercial Director
    MERCADO LATINO SA
    Jan 2011 - Sep 2012 (1 year 9 months)
    - Business Development Management - Retail market opening - New product introduction and promotion - Sales force training and coaching - Forecast planning
  • F
    Operations & Process Control Manager - LATAM
    Flatworld Solutions / Global Sourcing Solutions
    May 2009 - Dec 2011 (2 years 8 months)
    - Set up of Global Delivery Centers in 6 additional countries for V2Tservices (Colombia, Peru, Paraguay, Argentina, Mexico, Brazil) - Implementation and operational monitoring to ensure SLA - Ensure end- to-end profitability for BPO process - Partner management activities in the region - Service Level Management - Sustainable profitability over all 6 GDCs - Continual Service Improvement - Continuous annual revenue increase through high quality standards
  • F
    Operations - Project Manager
    Flatworld Solutions / Global Sourcing Solutions
    Jan 2008 - May 2009 (1 year 5 months)
    - Operation staffing - Definition of Roles and Responsibilities - Project implementation and control - Contract and documentation review (NDA, SLA) - Ensure Security Information standards - Financial and productivity controlling, implementation of corrective measures - Attrition rate of 28%, achieved through creation of motivational environment and training opportunities - SLA achievement exceeding expectations - Promoted to Regional Operations Manager LATAM
  • A
    Area Supervisor Bilingual Area
    AT&T MOBILITY
    Nov 2004 - Nov 2007 (3 years 1 month)
    - Adherence to peak hours on 95% as minimum - Customer retention and customer satisfaction - New Hires training - 25 Agents in charge
  • C
    Store Manager
    Cosisa
    Aug 2003 - Nov 2004 (1 year 4 months)
    - Ensuring all company standards for Service and Quality - P&L - Implementation and use of Stocking and Scheduling.
Education verified_user 0% verified
  • Babson College
    Senior Executive Program, Entrepreneurship/Entrepreneurial Studies
    Babson College
    May 2020 - Sep 2021 (1 year 5 months)
  • INCAE Business School
    Gerencia con Liderazgo, Estrategias del Cambio Organizacional
    INCAE Business School
    Jan 2020
  • INCAE Business School
    Senior Executive Program, Executive Direction
    INCAE Business School
    Jan 2020 - Sep 2021 (1 year 9 months)
  • Franklin University
    Bachelor of Business & Bachelor of Arts
    Franklin University
    Jan 2002 - Jan 2006 (4 years 1 month)