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Fabricio Quesada

Sr. Operation Manager

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Intro
San José, Costa Rica
Sr. Operation Manager at Scalable Systems
Information Technology & Services
linkedin.com/in/fabricio-quesada-mba-marketing-mba-management-b3153775
Joined November 8, 2022

Skills

Languages

Spanish
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Native or Bilingual
About
Decisive leader with extensive experience positively impacting organisational presence within the customer service industry. Plans and executes high-impact sales, training, marketing and project management. CERTIFICATIONS 1.Project Management Professional (PMP)® 2. Simplified Project Management | Project Management Fundamentals: Small Projects LinkedIn Interpersonal Communication 3. Scrum Master Methodologies: KAIZEN - DMAIC - Root Cause Analysis (RCA) - Gantt Charts - Scrum Master For Services: SLA - TPH - CSAT - Shrinkage - Adherence - Compliance - APH - JPH For Sales: Calls per hour - Sales Opportunities - Health Pipeline - Close revenue
Experience
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Scalable Systems
Apr 2022 – Present
San Jose, Costa Rica
Sr. Operation Manager
- Support and train staff in the preparation of all aspects of partnership returns and research; Interact and build client relationships and support Manager/Senior Manager/Partner on client accounts; - Review and preparation of quarterly estimates – a partnership - Experience or familiarity with developing compelling value propositions, based on industry trends, innovation, and membership feedback. - Functional sustainability integration experience for venues, built spaces, and other environmental stewardship considerations across complex projects. - Experience working with or for sports teams, leagues, and/or clubs. - Research and publication history around sustainability, social, and/or cause marketing or other socially oriented corporate social responsibility capacity. - Business development, sales, and marketing with marquee brands and clients. - Create the Costa Rica Team. Direct and guide a team of logistical supervisors in managing and controlling partner logistical activities. - Managed customer service issues with professionalism and analytical approaches to maintain partner satisfaction and brand loyalty. - Completed on-time (KPIs) deliveries by choosing the best and most efficient routes. - Maintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessary - Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews - Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
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accenture
Jul 2020 – Mar 2022
Heredia Costa Rica
Sales Manager
- Dedicated to working with software and technology solutions providers. Our client base includes a range of small start-up companies to market leaders. - Managing +40 sales agents and 2 Team Leads (B2B Environment) by developing a business plan that covers sales, revenue, and expense controls. Tracking sales goals and reporting results as necessary. - Managing 150K forecasting sales and closing above 80%. - Meeting planned sales goals. Setting individual sales targets with the sales team. QA Control to help low-performance agents to get their goals. Growing revenue via prospecting, qualifying, selling, and closing enterprise client accounts - Meeting Quarterly & Annual Revenue Targets - Managing perspective client relationships through all phases of the sales cycle - Providing a consultative solutions sales process to prospects - Conducting one-on-one and group sales presentations - Calling to establish new opportunities - Tracking customer information, forecasts and reports - Developing and maintaining prospect and customer list based on strategic marketing data and other sources for sales leads - Planning & Strategizing marketing activities with the Marketing and Channel teams for the end users and channels
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Uber
Dec 2017 – May 2020
Heredia Costa Rica
Operation Manager
- Team Manager - Costa Rica Position Managing +30 customer services agents Successfully implemented a centralized support process for GLs Hubs throughout LATAM and effectively developed content and KPIs for LOBs. (SLA, CSAT, JPH, TPH, APH, Adherence, Shrinkage) Executed project to develop guidelines leading to more robust communication for LATAM stakeholders. Accountable for communication and engagement with 80 stakeholders, to improve customer experiences. Delivered process optimization, enhancing Service Level Agreement (SLA) and resulting in 70% improvement in customer experience for drivers/riders/couriers/eaters. - Project Manager - Brazil Position Integration management: Development and Implementation of the LATAM Driver Access support. Impacted: Increased 90% TPH solved. Enhanced 35% CSAT. Delivered 85% of the project in 3 months. +15 countries involved Successfully developed and implemented a seamless process between BPOs and Document Approver BPOs. Established and standardized +45 new processes across LATAM
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Banco Nacional de Costa Rica
Dec 2010 – Nov 2017
San Jose, Costa Rica
Supervisor
Creating KPIs Managed +100 agents and +6 team leader 1 Created +25 SOPs - Flowcharts and documentation Supporting - Coaching - Training
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