Juan Pablo Castillo Smith, Senior Team Manager - Following the standard procedures and guidelines to ensure an effective communication delivering consistent results

About

More than 12 years of experience on the technology and shared services industry. Senior Team Manager - Following the standard procedures and guidelines to ensure an effective communication while delivering consistent results that generate key impacts on the organization core such as process i,provement. mentoring and always looking for client success. Strategy Leader - For global outsourcing and account receibables. In charge of development and improvement of accounts, skilled at developing and strengthen alliances with customers, peers, and stakeholders, negotiating contracts and supervising cross-cultural teams to ensure optimization of time and resources.

Experience

Bill Gosling Outsourcing

Aug 2021 – Present

Costa Rica

Operations Senior Team Leader

Developing reports and supporting operations with KPIs, Monthly Agent Identifying areas of opportunities for KPIs and performing deep analysis to report and finding ways to improve KPI coaching Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance, including, as required, corrective action through disciplinary processes Stablishing collaboration on new strategies and/or process improvements to better the team’s performance Daily, weekly and monthly reports provided at both internal and external client levels Assist team members to ensure service level agreements are adhered to and erformance metrics met, QA call review Assist and participate in the recruiting, training and onboarding of employees, when required

DXC.TECHNOLOGY

Jan 2018 – Apr 2022

Costa Rica

Senior SLA manager / Senior Business Analyst III

Reporting owner of SLA, that has a penalty of +$1 Million per month Responsible for 100% compliance for a KPI that contains 564 different reports through different cadences, daily, weekly, monthly, quarterly, and on-demand, and yearly). Attaining the target for 4 years with no red numbers. Owner of all account Salesforce opportunities in ALM doing financial forecasting, modeling, and alignment, making sure there is a 0% gap between ALM and SFDC, and keeping the account off the radar. Forecasting of Projects (NSSRs) for each month and validating the revenue month over month with PMs Invoice validation for different services in the account Responsible for Service Desk Workplace Monthly Business Review presentation with the leadership team and the account client

Feuji inc

Jan 2016 – Jan 2018

Costa Rica

Senior team leader

Build trust and camaraderie between team members Inspire and motivate teamwork for achieving goals Influence valuable changes and positive outcomes Be open to new ideas coming from team members Consult frequently with key team members Establish an open discussion for decision-making Cultivate a unique identity for the team; Build a unified department Encourage and support independent thinking Recognize and acknowledge the skills of key team members and utilize their strengths to the benefit of the team Define clearly state expectations and objectives with the team members. Ensure that all members understand the missions ahead Mediate disagreements between members. Set a behavioral code if necessary Evaluate results and provide feedback in a timely manner Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment Ensure service delivered to our customers meets contractual (‘KPIs’) and financial expectations Stay current on internal work processes, policies, and procedures. Promote the Company Values through both behavior and attitude, including being an advocate for team member

Education

Udemy

Aug 2021 – Aug 2022

Project manager

INA

Jan 2017 – Jul 2018

Office 365 specialist and Pc essentials

Universidad de Costa Rica

Jan 2010 – Aug 2012

Network and communications specialist

IET

Jan 2000 – Dec 2008

GED high school diploma

Juan Pablo Castillo Smith

Senior Team Manager - Following the standard procedures and guidelines to ensure an effective communication delivering consistent results

Skills

Languages