Brandon Marín Mairena
Escazu,SJ
Summary
Dynamic and results-oriented professional with over 10 years of experience which include order management, customer operations, technical support and team leadership within fast-paced, high-volume environments. Expertise in managing end-to-end order lifecycle processes, returns, data analytics, and quality improvement initiatives. Proven track record in optimizing performance through KPI-driven strategies, workforce management, and cross-functional collaboration. Skilled in tools such as SAP, QAD, Salesforce, Power BI, Excel, Outlook, and Amazon Connect. Recognized for leadership, analytical thinking, and continuous improvement mindset.
Overview
9
9
years of professional experience
2026
2026
years of post-secondary education
2
2
Certificates
Work History
Order Management Specialist (Team Lead)
Smith and Nephew
Alajuela, Provincia de Alajuela
09.2020 - 07.2025
- Progressed from Order Management Specialist to Team Lead with a 5-year tenure, consistently recognized for performance, initiative, and leadership.
- Managed full order lifecycle using SAP, QAD, Salesforce, Excel, and Outlook, including data intake, pricing, contract validation, invoice reconciliation, and delivery coordination.
- Oversaw return order processing and credit issuance, ensuring compliance with internal policies and high-volume accuracy.
- Promoted to Team Lead (2023), with responsibilities including KPI tracking, schedule planning, vacation approvals, and end-to-end workforce management.
- Led data analysis efforts across multiple systems, creating performance dashboards in Salesforce and Excel to monitor trends, detect patterns, and improve team output.
- Developed forecasts and operational insights using historical data to drive strategic decision-making and enhance KPIs.
- Delivered onboarding and comprehensive training for new hires, including tool access setup, role-specific instruction, and mentorship until full independence.
- Played a key role in transitioning core systems:
Migrated team communications from Cisco to Amazon Connect, Outlook to Sales Force.
Rolled out Salesforce and Power BI dashboards to streamline reporting and performance tracking. - Championed the implementation of a new Preventive Quality department, significantly improving customer satisfaction through proactive monitoring and measurable outcomes.
- Known for cross-functional collaboration, continuous improvement mindset, and ability to balance leadership with hands-on execution.
EXECUTIVE ASSISTANT
Empire Shared Services
01.2019 - 09.2020
- Conducted account and document verification via email, chat, and phone, ensuring compliance with banking procedures and policies.
- Assisted customers by gathering and verifying required documentation for various banking applications, enhancing process efficiency and customer satisfaction.
- Coordinated with various departments to streamline collections and retention processes, resulting in improved client retention rates.
Technical Support / SME / Management
Concentrix Costa Rica, S.A. (Cisco)
02.2017 - 11.2018
- Defined specifications for new systems and updates by consolidating feedback from management, staff, and end-users, ensuring alignment with business objectives.
- Troubleshot and resolved technical and operational issues by performing root cause analysis and collaborating with cross-functional teams.
- Conducted extensive data analysis to assess customer needs and provide tailored solutions, enhancing the overall customer experience.
- Leveraged database knowledge for remote support, improving response times and service efficiency.
CUSTOMER SERVICE / SME
Sykes
03.2016 - 02.2017
- Exceeded quality assurance benchmarks and departmental performance metrics through effective customer service and process optimization.
- Demonstrated problem-solving skills by taking ownership of customer concerns and following issues through to resolution, ensuring customer satisfaction.
Education
Software Development
Universidad Internacional De Las Américas
Skills
Salesforce expertise
Excel
SAP
QAD Oracle
KPI´s and QA Management
Scrum
People Management
Order process management
Project Management
Database management
Forecasting
Interests
Team Management
Cloud Computing
Data Base Administrator(DBA)
Process Improvement
Project Management
Certification
Project Management
Timeline
Order Management Specialist (Team Lead)
Smith and Nephew
09.2020 - 07.2025
EXECUTIVE ASSISTANT
Empire Shared Services
01.2019 - 09.2020
Technical Support / SME / Management
Concentrix Costa Rica, S.A. (Cisco)
02.2017 - 11.2018
CUSTOMER SERVICE / SME
Sykes
03.2016 - 02.2017
Software Development
Universidad Internacional De Las Américas