Wayvell Farguheson Scott
San Jose,Costa Rica
Summary
Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
8
8
years of professional experience
Work History
Senior Customer Care Manager
Straumann Group
Heredia
02.2025 - Current
- Transformed a 30–40 FTE bi-national Customer Care operation supporting 2,000–3,000 monthly cases, significantly improving service delivery performance and team effectiveness.
- Increased SLA and answer rate from 70% to 95%, sustaining 95%+ performance for 7+ consecutive months through operational restructuring and performance management.
- Built and implemented workforce management frameworks, KPI dashboards, and coaching models, resulting in improved accountability, visibility, and service stability.
- Drove process standardization across US and Costa Rica teams, reducing service variability and improving cross-site operational consistency.
- Successfully led the implementation of new telephony systems and workflow changes with zero disruption to service levels or SLA performance.
- Reduced backlog and escalations by identifying and resolving root causes in E-shop tracking and technical workflows, improving overall customer experience.
- Eliminated recurring service gaps by partnering cross-functionally with IT, Distribution, and Sales to implement sustainable operational fixes.
- Protected high-value customer relationships by acting as executive escalation lead, ensuring effective service recovery for VIP and high-impact accounts.
Customer Support Supervisor
Trevipay
Escazu, Costa Rica
10.2023 - Current
- Led an 8–10 member support team for the General Motors account, driving consistent improvements across SLA, CSAT, Quality, and productivity metrics.
- Increased KPI ownership and performance transparency by implementing structured performance management practices, improving overall team accountability.
- Improved service quality and consistency through targeted coaching and weekly 1:1 development plans, enabling agents to meet and exceed performance expectations.
- Drove team performance improvements by facilitating structured weekly business reviews, identifying gaps, and executing corrective action plans.
- Strengthened client alignment and trust by leading Quarterly Business Reviews (QBRs) with General Motors stakeholders, influencing performance strategy and priorities.
- Improved SLA attainment across voice and case channels through effective collaboration with QA and Workforce Management, ensuring optimal staffing and quality standards.
Manager I
Amazon
Heredia, Costa Rica
03.2022 - 12.2023
- Led a team of 15–20 associates, driving performance across productivity, quality, and operational KPIs in a high-volume data operations environment.
- Developed and scaled Subject Matter Experts (SMEs), strengthening team capability and improving knowledge distribution across critical workflows.
- Improved individual and team performance through structured coaching, regular 1:1s, and targeted development plans.
- Increased team alignment and execution through effective team forums, ensuring clear communication of goals, priorities, and performance expectations.
- Leveraged data-driven analysis to identify performance gaps, enabling informed decision-making and continuous operational improvements.
- Drove business performance and stakeholder alignment through Weekly and Quarterly Business Reviews (WBR/QBR), influencing strategic priorities.
- Improved quality consistency by leading QA calibration initiatives, ensuring alignment with standards and reducing performance variability.
Technical Support Supervisor
Amadeus
Pavas, Costa Rica
11.2022 - 04.2023
- Led a team of 15 associates, driving performance across SLA, KPI, and customer experience metrics in a client-facing environment.
- Improved team performance through structured coaching methodologies (DCOM), increasing accountability and individual effectiveness.
- Achieved and sustained SLA and KPI targets by aligning team execution with customer requirements and operational priorities.
- Strengthened team performance and engagement through regular 1:1 coaching and structured team meetings focused on results and development.
- Leveraged data-driven insights to manage performance, identify gaps, and implement continuous improvement initiatives.
- Increased Net Promoter Score (NPS) to 95% by driving customer-centric behaviors and improving service quality.
Customer Service and Customer Success Supervisor
Movate
Heredia, Costa Rica
02.2018 - 10.2022
- Led cross-functional operations, partnering with Service Program Managers, Business Excellence, Customer Success, and technical teams to improve service delivery and customer outcomes.
- Owned escalation management as direct lead for Incident Management (IM), ensuring timely resolution of high-impact issues and minimizing business disruption.
- Improved team performance through targeted coaching and mentoring, increasing accountability and operational effectiveness.
- Optimized workload distribution and CritSit coverage, ensuring consistent response to high-priority incidents and maintaining service continuity.
- Achieved consistent SLA, KPI, and Quality targets through proactive performance monitoring and structured operational governance.
- Reduced recurring service disruptions by driving Root Cause Analysis (RCA) initiatives and ensuring end-to-end corrective action implementation.
- Decreased technical engagement delays by 13% through improved resource planning and cross-team coordination.
- Increased Net Promoter Score (NPS) from 72% to 96% by implementing customer-focused process improvements and service quality enhancements.
- Built a high-performing talent pipeline, promoting 10 team members into other departments over 3 years.
Education
High School Diploma -
Centro Educativo Adventista
San José, SJ12-2002
Bachelor of Administration - Business management
Universidad San Marcos
San Jose, Costa Rica 01-2027
Skills
- Customer relations
- Training and mentoring
- Team management
- Account management
- Data tracking
- Strong leadership
- Customer experience improvement
- Problem-solving
- Attention to detail
- Excellent communication
- Decision-making
- Operations management
LANGUAGES
English: C2 Proficient
Spanish: C2 Proficient
Timeline
Senior Customer Care Manager
Straumann Group
02.2025 - Current
Customer Support Supervisor
Trevipay
10.2023 - Current
Technical Support Supervisor
Amadeus
11.2022 - 04.2023
Manager I
Amazon
03.2022 - 12.2023
Customer Service and Customer Success Supervisor
Movate
02.2018 - 10.2022
High School Diploma -
Centro Educativo Adventista
Bachelor of Administration - Business management
Universidad San Marcos