J

Juan Jose Perez

About

Detail

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

Timeline

work
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)