Ignacio Masis Barrientos
San Jose
Summary
To contribute my skills and expertise to an organization where I can deliver tangible results and help foster a positive and productive environment for all stakeholders. As a problem solver, learning facilitator, and engaging team member, I strive to utilize effective coaching and feedback techniques to drive success. My aim is to be part of a culture that values problem-solving, knowledge expertise, and a commitment to achieving meaningful outcomes.
Overview
8
8
years of professional experience
Work History
Client Services Specialist - Travel Retail Ops
Swarovski
01.2024 - Current
- Responsible for managing from the supply chain, sales and aftersales for Swarovski stores throughout Latin America and the Caribbean.
- Collaborate with logistics teams to ensure a seamless customer experience in receiving merchandise.
- Support Key Account Managers in achieving sales targets through proactive measures.
- Provide direct support to clients for business needs as a direct point of contact.
- Network across multifunctional departments to maintain a cohesive work structure.
Customer Care Specialist
Swarovski
03.2020 - 12.2023
- Pioneered Swarovski customer service, establishing operations in Costa Rica for the first time.
- Successfully delivered world-class customer service to Swarovski consumers throughout North America.
- Effectively networked with diverse teams, collaborating on complex scenarios to achieve cohesive solutions.
- Demonstrated exceptional project management skills, completing high-quality projects within tight deadlines.
- Established strong working relationships with organizations worldwide, driving successful cross-functional collaboration.
- Played a key leadership role, supporting organizational growth and success through effective communication, collaboration, and innovative problem-solving.
Customer Service Team Manager
Amazon,
11.2018 - 01.2020
- Managed a team of 20 production associates during peak season, ensuring effective performance.
- Successfully met business needs, handling overtime with exceptional people management skills.
- Demonstrated strong leadership in driving performance and achieving all key performance indicators (KPIs).
- Inspired motivation and passion among associates, fostering a positive and productive work environment.
Customer Service Training Specialist
Amazon
09.2018 - 11.2018
- Successfully managed and trained groups of 25 to 34 associates, ensuring effective training experiences.
- Delivered results in performance, achieving progressive goals during each training week.
- Provided feedback, coaching, and development to new hires, optimizing their performance and motivation.
- Created a development plan for Training Assistant's growth, preparing them for advancement in Amazon.
Customer Service Team Manager
Amazon
10.2017 - 02.2018
- Effectively managed and led a team of 15-20 people at Amazon.es marketplace, ensuring smooth production operations.
- Collaborated with Group Managers and Team Managers to improve processes and solve issues, including security audits and blurb modifications.
- Successfully enhanced team performance across various channels (Phone, Chats, and Email) based on measured metrics.
- Played a vital role in the internal development of associates, enabling their growth into extensions or permanent positions.
Education
Bachelor's Degree - Business Administration And Management
Universidad Internacional De Las Americas
San Jose, Costa Rica12-2024
High School Diploma -
Saint Clare High School
La Union, Tres Rios 11.2014
Skills
- Second Language: English (Proficient)
- Portuguese: Beginner
- Effective communication with internal and external stakeholders
- Strong problem-solving abilities
- Proven project management experience, successfully delivering projects within deadlines and budgets
- Demonstrated expertise in SAP, and MS Office
- Proficient in conflict resolution and negotiation
- Excellent interpersonal skills
- Facilitates seamless knowledge transfer and skill development through exemplary communication
- Adaptable and excels in fast-paced, high-energy environments
- Skilled in managing large groups of people
- Strong lateral management skills
Timeline
Client Services Specialist - Travel Retail Ops
Swarovski
01.2024 - Current
Customer Care Specialist
Swarovski
03.2020 - 12.2023
Customer Service Team Manager
Amazon,
11.2018 - 01.2020
Customer Service Training Specialist
Amazon
09.2018 - 11.2018
Customer Service Team Manager
Amazon
10.2017 - 02.2018
Bachelor's Degree - Business Administration And Management
Universidad Internacional De Las Americas
High School Diploma -
Saint Clare High School
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