Esteban Valverde Sandi
Richmond,VA
Summary
Leader with over +15 years of experience in Account Management and Client Services. Proven track record of exceeding company goals through high standards of service and quality. Expertise in Workforce Management and Operations Management, driving efficiency and client satisfaction in different channels (Voice, Chats, Emails and AI). Strong focus on achieving objectives and delivering results in fast-paced environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Program Manager
Movate
06.2022 - Current
- Managed stakeholder communications to ensure alignment and project clarity.
- Coordinated project timelines and resources for multiple client initiatives.
- Facilitated team meetings to discuss
- SOP's Creation
- project progress and address challenges.
- Developed project documentation to support tracking and reporting needs.
- Implemented process improvements to enhance team efficiency and collaboration.
- Analyzed project risks and devised mitigation strategies for potential issues.
- Supported budgeting activities by providing input on resource allocation plans.
- Developed project plans, identified risks, set objectives and monitored progress towards completion.
- Oversaw program compliance with requirements, schedule and budget.
- Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
- Communicated regularly with external partners to ensure alignment of strategies and goals.
- Provided guidance and support to team members in order to achieve targets within defined deadlines.
- Managed external client and business partner relationships.
- Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
- Coordinated with internal stakeholders to ensure successful implementation of the program initiatives.
- Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
- Analyzed data collected during the course of the program operations and reported results accordingly.
- Audited operations and processes to enhance brand and manage compliance.
- Controlled expenditures and reported monthly actual performance.
- Analyzed and interpreted complex data sets and reports.
- Designed surveys for customers seeking feedback on their experience with the program offerings.
- Led the recruitment, training, and development of program staff, building high-performing teams committed to achieving program success.
- Implemented best practices in order to maximize efficiency of operations.
- Led cross-functional teams in the successful delivery of program milestones, ensuring alignment with organizational goals and objectives.
- Assessed program performance against key performance indicators (KPIs) and objectives, making data-driven decisions to guide strategic direction.
- Oversaw the resolution of issues and challenges impacting program delivery, facilitating problem-solving and decision-making processes.
- Advocated for the program, securing executive support and resources necessary for program success.
- Guided the strategic planning and goal-setting process for programs, aligning initiatives with organizational vision and priorities.
- Monitored performance metrics to ensure timely completion of tasks.
General Manager
Power by Solar
03.2021 - 05.2022
- Oversee day-to-day operations.
- Design strategy and set goals for growth.
- Maintain budgets and optimize expenses.
- Set sales processes (SOP´s).
- Implement KPI´s proposal.
- Create Sales Incentive Plan for employees.
- Ensure employees work productively and develop professionally in a remote environment.
- Oversee recruitment and training of new employees for full time EE´s & Contractors.
- Evaluate and improve operations and financial performance.
- Prepare regular reports for upper management & stakeholders.
- Provide solutions to issues (e.g. profit decline, employee conflicts, loss of business to competitors)
- TESLA Channel Partner
Operation & Retail Manager
PMTB Sports & Goods
10.2019 - 03.2021
- Maximize store sales and achieve sales goals.
- Measure and monitor progress and results daily.
- Manage payroll expenses to ensure profitability.
- Ensure world-class customer service by maintaining brand service standards.
- Engage customers to seek out feedback so you can measure and adjust for improved success.
- Work with Management team on the creation of annual store business plan and calendar.
- Ensure staff are active brand ambassadors within the community through proactively seeking out opportunities to participate and enrich the lives of our customers outside of the store.
- Maintain an efficient and effective inventory by utilizing our advanced inventory tracking systems as well as ensuring these systems are performing optimally.
- Collaborate and contribute with marketing team to execute store events that produce impactful sales results as well as increased community involvement.
- Continuously search for ways to improve all aspects of our enterprise.
- Oversee recruitment and training of new employees for full time EE´s & Contractors.
- Work closely with China, US & Europe clients and providers.
Contact Center and Client Services Manager
COINCA TELEMATICS
08.2015 - 09.2019
- Oversee compliance monitoring, quality assurance and data protection for the contact center.
- Data management.
- Client Services.
- Work closely with Costa Rica, Guatemala, Honduras, Panama & El Salvador stakeholders.
- Implement and oversee client satisfaction rates at a regional level.
- Responsible for measuring, establishing, and producing productive operational processes according to each of the Corporate Partners.
- Leading, coaching & mentoring a 60 HC Operation.
- Implement call templates and SOP´s to ensure customer satisfaction aligned with each Corporate Partner.
- Call center staffing lines (Headcount, leaves, pay time off, real absenteeism and unexpected absenteeism, licenses).
- Report payroll bi-weekly including all the exceptions (Overtime, deductions, disabilities, PTO, OT, VTO).
- Implementation and measurement of metrics at the Contact Center level (MTM, Productivity, Service Levels, Response Times, Call Dropouts, AHT).
- Quarterly & Annual budget management.
- Implementation and handling of complaints / suggestions of corporate partners via Help Desk.
- Creation and standardization of internal improvement processes. (SOP).
- Forecast planning and call arrivals based on business needs.
- Oversee recruitment and training of new employees for full time EE´s & Contractors.
- BAC Credomatic / CONNECT ASSISTANCE
Workforce Lead / Ops Manager
Convergys Corporation
08.2011 - 08.2015
- Implementation of the CITI BANK account in Costa Rica.
- Forecast, build and creation of the IDPs for (120 - 170 headcount).
- Monitoring Queues, Service Levels, AHT, Schedule Adherence, and Shrinkage in all levels (Calls and Chats).
- Build and load OT requested by client due overflow.
- Planning PTO, holidays, training time, down time and loaded into the system.
- Manage staffing lines base on clients/partner's needs.
- Skilling or re-skilling HC based on call volume.
- Build and deliver reports based on the daily, weekly, and monthly workflow.
- Daily, weekly, and monthly calls with clients and partners for reviewing metrics.
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency.
- Analyze PTO submissions and approve/deny based on their effect on operations.
- Monitor attendance and schedule adherence.
- Processing schedule trades requested or posted schedules.
- Manage terms into the system.
- Provide analytical support for the special projects or new lines of business.
- Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.
- Performs any other related duties as required or assigned on the Workforce.
- Unlocked passwords for the systems.
- In charge of 3 Supervisors into a mentoring program in the Operational Support (Team Leads Interns).
Supervisor / Workforce Assistant
Convergys Corporation
02.2009 - 08.2011
- Forecast, build and creation of the IDPs for (120 - 170 headcount).
- Monitoring Queues, Service Levels, AHT, Schedule Adherence, and Shrinkage in all levels (Calls and Chats).
- Build and load OT requested by client due overflow.
- Planning PTO, holidays, training time, down time and loaded into the system.
- Manage staffing lines base on clients/partner's needs.
- Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Skilling or re-skilling HC based on call volume.
- Build and deliver reports based on the daily, weekly, and monthly workflow.
- Daily, weekly, and monthly calls with clients and partners for reviewing metrics.
- Analyze - Analyze PTO submissions and approve/deny based on their effect on operations.
- Monitor attendance and schedule adherence.
- Processing schedule trades requested or posted schedules.
- Manage terms into the system.
- Provide analytical support for the special projects or new lines of business.
- Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.
- Performs any other related duties as required or assigned on the Workforce.
- Unlocked passwords on the systems.
Education
Bachellors - Administración de Empresas
Universidad Americana, UAM
Costa Rica11-2019
High School -
Conservatorio Castella
Heredia, Costa Rica01.2000
Skills
- Recruitment and hiring
- Performance metrics
- Cross-functional collaboration
- Project management
- Data analysis
- Team management
- Process improvement
- Budgeting and forecasting
- Compliance monitoring
- Effective communication
- Conflict resolution
- Stakeholder management
- Team building
- Training and development
- Policy and procedure development
- Program leadership
- Customer service
- Process mapping
- Program performance analysis
- Quality control
- Problem-solving
- Critical thinking
Tools Experience
Microsoft Dynamics, Live Engage, SAP, SalesForce, ChatGPT, AI Tools, KAYAKO (Help Desk Tool / Tickets), iMDS (Ticket Internal Systems), Microsoft Office, Taleo / Workday, CISCO IP System, AVAYA IP Office, PBX - AUDARA (Software), AUDARA (Software & Cloud), Social Media Platforms / Job Boards, IBM Cognos, Microsoft SharePoints, ASPECT (Workforce Tool), IEX TotalView (Workforce Tool), NICE (Monitoring and Quality Tool), ASANA (Planning & Program Management Tool), Beanworks (Payable Automation Software), CRM, GPS and Tracking Tools, Google Suite (Sites, Forms, Drives)
Languages
Spanish
Native/ Bilingual
English
Full Professional
Portuguese
Elementary
References
References available upon request.
Certification
Lider Influyente, Coaching and Devoping BAC SJ
Timeline
Program Manager
Movate
06.2022 - Current
General Manager
Power by Solar
03.2021 - 05.2022
Operation & Retail Manager
PMTB Sports & Goods
10.2019 - 03.2021
Contact Center and Client Services Manager
COINCA TELEMATICS
08.2015 - 09.2019
Workforce Lead / Ops Manager
Convergys Corporation
08.2011 - 08.2015
Supervisor / Workforce Assistant
Convergys Corporation
02.2009 - 08.2011
Bachellors - Administración de Empresas
Universidad Americana, UAM
High School -
Conservatorio Castella