Daniel Cutzal
Guatemala City
Summary
Service management professional with extensive expertise in delivering and optimizing service operations. History of streamlining processes and improving client satisfaction through robust project management and strategic initiatives. Focused on team collaboration and achieving results, known for adaptability and reliability.
Overview
11
11
years of professional experience
Work History
Global Service Delivery Manager
HCL Technologies
11.2021 - Current
- Lead service delivery for a $17M CAD portfolio of printing and software services for multinational clients, achieving 100% portfolio renewal through exceptional service and relationship management.
- Oversee large deployment projects for over 5000 assets, driving process standardization and optimization to enhance efficiency across regions.
- Manage aggressive SLAs and financial performance improvement, consistently meeting or exceeding targets while fostering trust and long-term client partnerships.
Fleet Analyst
HCL Technologies
01.2019 - 12.2021
- Led strategic printing partnerships with major global and Canadian brands, refining delivery processes for exceptional experiences.
- Managed renewal projects, mitigating risks and coordinating transitions to improved operations across teams.
- Earned a VP-driven promotion for outstanding leadership in driving business success.
Process Lead
Capgemini Business Services
06.2017 - 01.2019
- Led a team of 18, managing daily cash postings of up to $3M with a focus on accuracy and process optimization.
- Enhanced team efficiency by developing four VBA tools in Excel, increasing daily transaction capacity from 1,800 to 3,000.
- Played a key role in RPA implementation using UiPath, ensuring compliance with US regulations, including HIPAA.
- Consistently drove process improvements by balancing a results-oriented approach with a strong focus on team development.
Quality Analyst/ Recruiter
Innovative Contact Solutions
01.2014 - 01.2016
- Improved team performance through proactive coaching and collaboration, achieving 5% improvement in the quarterly results in incident resolution and CSAT metrics.
- Oversaw IT hiring processes, including interviews and salary negotiations, streamlining recruitment operations.
- Set team standards and fostered a unified organizational culture, leading by example and earning a promotion for outstanding leadership.
Education
BBA -
ESI School of Management
Guatemala12-2025
Yellow Belt - LSS
HCL Tech
01.2024
Power Automate / BI
HCL Tech
01.2021
Skills
- Operational Excellence
- Communication and Stakeholder Management
- Leadership and Team Management
- Risk Management
- Financial Management
- Data analytics
- Customer satisfaction
- Route planning
- Business analysis
- Project planning
- Project implementation
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Global Service Delivery Manager
HCL Technologies
11.2021 - Current
Fleet Analyst
HCL Technologies
01.2019 - 12.2021
Process Lead
Capgemini Business Services
06.2017 - 01.2019
Quality Analyst/ Recruiter
Innovative Contact Solutions
01.2014 - 01.2016
Power Automate / BI
HCL Tech
BBA -
ESI School of Management
Yellow Belt - LSS
HCL Tech
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