Mayco Castro Global Client Solutions and CX Architect | Customer Success | AI,

Director, Global Solutions & Innovation

Foundever

Apr 2023 - Current (3 years 2 months)

Joined the Foundever Group through the acquisition of Sitel/Sykes. Responsible for working together with the Sales, Operations and Finance teams to craft solutions for current and new clients. Other responsibilities are: • Design and direct new business engagements. • Thought leadership and insights during client discovery meetings. • Analyzing and translating client needs into personalized solutions and innovation. • Building relationships with key stakeholders and clients. • Research needs, define requirements & direct solution architecture. Deliver consulting and advisory services. • Develop core technical, consulting and solutions capabilities within teams enhancing the service offering. • Formulate customer-centric strategies to drive

Global Customer Strategy & Solutions Manager

Foundever

Sep 2019 - Apr 2023 (3 years 8 months)

Global Manager, Customer Strategy & Solutions at Foundever

Regional Business Development Manager, LATAM

Foundever

Sep 2017 - Sep 2019 (2 years 1 month)

Responsible for creating new business in the LATAM region thru the development of current and new clients, as well as the advance into new markets. • In charge of building new relationships and opportunities to showcase our business and services. • Provide sales & marketing intelligence support to the Regional and Global Sales Teams for LATAM RFI/RFP/RFQs. • Generate solutions & pricing reviews and attend Sales Meetings with current/new customers • Lead and manage content across all digital marketing channels.

Manager, General Services Costa Rica

Foundever

Jan 2016 - Sep 2017 (1 year 9 months)

Promoted to lead a team of 100+ employees in 6 different areas of general services in 5 locations, with a strong emphasis on the F&B division: • Directed the re launch of the F&B division and standardization of services among 5 distinct locations • Improved the overall operation quality, customer service, prices and schedules. • Eliminated financial loses and created a sustainable operation. • Successfully upgraded the customer experience improving the CLV (customer life value), enhancing revenue, MOI and managing the P&L.

LATAM Regional Market Intelligence & Business Development

Foundever

Mar 2014 - Jan 2016 (1 year 11 months)

Responsible for supporting the business development in Latin America and the Caribbean for an operation that manages the customer care and technical support activities of over 50 global Fortune 500 clients. • Contributed with 25 new business opportunities and the acquisition of 8 new clients/accounts • Supported the growth of a P&L of over US $200 million in the region. • Coordinated new business efforts in the countries where we currently have operations: Mexico, El Salvador, Costa Rica, Colombia y Brazil; performed market research for new locations.

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Chief Marketing Officer

Universidad San Marcos Ilumno Network

Aug 2011 - Sep 2013 (2 years 2 months)

Responsible for the absolute number of student admissions, all commercial operations, marketing and public affairs. • Successfully managed the corporate image transition due to the affiliation to the Ilumno Network. • Implemented a new service model with the development of an inhouse Contact Center. • Directed the inclusion of digital marketing tools, SEO and social network integrations into the CRM and ERP systems. • Contributed with and increment of 27% on total admissions YoY

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Vice President, Marketing, Sales and Communications

Organization for Tropical Studies

Jan 2007 - Oct 2009 (2 years 10 months)

The OTS is a program formerly from Duke University (www.duke.edu) in conjunction with the University of Costa Rica, with 3 Biological Stations in Costa Rica with over 50,000 visitors per year. I was responsible for 6 departments under my Division with an operating budget of over $6.5 million/year: marketing & sales of commercial activities, attraction of outside academic groups, bio tourism, development/fundraising, student recruitment & admissions and communications / corporate affairs. • Responsible for the strategy and management of the online digital presence • Managed a direct staff of 14 between USA and CR, with coordinators in Africa and Peru • Reported directly to the President / CEO and to the Board of Directors, based in the US

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Regional Sales & Marketing Manager

Svenska Cellulosa Aktiebolaget SCA

Dec 2005 - Jan 2007 (1 year 2 months)

Responsible for the correct administration and development of the regional clients. Hired to evaluate, diagnose and solve the current problems and opportunities in every country in the personal care division. • Created an innovative marketing image of the products, diversified the product mix with the insertion of new products and sizes and corrected the price structed. • Re organized the distribution chain to enhance the availability of product at the POS. • Actively visited every country from Mexico to Panama to negotiate with distributors, supervise distribution channels and the correct implementation of plans. • Personally, trained and monitored the work force (sales, promotion, trade marketing, etc) and the marketing activities. • R

International Business Development Manager

Café Britt

Jan 2002 - Dec 2005 (4 years)

Hired to develop the International Sales department from start. The main objective was to generate sales and profits through the identification, attention and development of new business/clients/markets around the Globe. • Business developed in selected markets within China, Japan, Europe, Latin America & the Caribbean and the USA. In total, direct responsibility for business in over 42 markets/countries. • Responsible to evaluate, implement and execute new projects/contracts/marketing strategies for each market and distribution channel. • Sustained an average annual sales growth of 30%. • Performed PR duties as “Coffee Ambassador”, promoting a “correct coffee culture” (from plantation to the cup) with the international press, special ev

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Investment Manager (Services)

CINDE

Dec 2001 - Dec 2002 (1 year 1 month)

Main duties included the design of a business plan/budget, the establishment of goals/objectives and the development of international promotion tactics and strategies; all efforts directed towards the attraction of Foreign Direct Investment (FDI). • Responsible to coordinate, supervise and execute a profound investigation of the Costa Rican marketplace, as well as competing Countries. These investigations include studies with economic, political and social indicators. • Responsible to define and attend a strategic schedule of Trade Shows as well as high profile presentations with Diplomatic and Commercial representatives of other countries. Events were attended in with the President of Costa Rica and its Ministers.

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Business Development & Marketing Manager

Ultrapark Free Zone Business Center

Jan 1997 - Nov 2001 (4 years 11 months)

Duties included the complete design of the marketing strategy and entire responsibility over properties development, and the sale/rent of properties. Also, market research of new properties to develop new projects. • Designed and implemented a revolutionary marketing plan, which included the creation and development of an advertising plans tactics and strategies; participation on International Trade Shows, BIZ meetings (Throughout USA and Asia, etc). • Directed a company and industry wide sales strategy which allowed us to increase prices, and at the same time, increased the sales and rent of properties in over 300% the first year. • Generated an occupation of properties of over 90%, with a sustained YoY sales growth of 30%+ • Increased g

Business Development Coordinator

Acer

Jan 1995 - Jan 1997 (2 years 1 month)

New business development for Latin America & the Caribbean

Marketing & Sales Executive

American Airlines

Jan 1991 - Nov 1995 (4 years 11 months)

Sales, Customer service, Business Development, Marketing

Mayco Castro

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