Eduardo Perez Chaves
Project Coordinator / Business Analyst / SaaS Operations
Heredia,H
Work Preference
Summary
Project professional with 8+ years of experience supporting business operations, cross-functional teams, and SaaS platform management across multinational organizations. Proven ability to manage multiple projects simultaneously, collaborate with stakeholders at all levels, and translate complex business requirements into practical, results-driven solutions. Skilled in bridging the gap between business and technology teams, with hands-on experience in SaaS tools administration, CRM platforms, process optimization, KPI reporting, and governance. Recognized for strong organizational skills, clear communication, and a proactive approach to delivering projects that improve operational efficiency and business performance.
Overview
2
2
Languages
10
10
years of professional experience
Work History
IT Project Coordinator
AUXIS LLC
Heredia, Provincia de Heredia
06.2023 - 12.2025
- Managed a portfolio of 20+ concurrent projects across SaaS, ITSM, operations, and technology workstreams, ensuring alignment with business priorities and delivery timelines.
- Administered and configured Zendesk to support IT Service Management (ITSM) workflows — ticket routing, user access, SLA tracking — ensuring platform efficiency.
- Managed incidents and escalations end-to-end within an ITSM framework, coordinating timely resolution and minimizing operational impact.
- Performed data analyses on CRM and SaaS platform activity to consolidate KPIs and deliver executive-level reporting supporting data-driven decision-making.
- Maintained RAID logs, dashboards, and tracking tools across Smartsheet and Jira to improve visibility and proactively manage risk.
- Led recurring governance cadences — daily, weekly, and monthly — communicating project status, risks, dependencies, and action plans to senior leadership.
- Served as primary liaison between business units and technical teams and supported vendor performance reviews and SLA alignment.
- Created and maintained Confluence documentation, including requirements specs and process guides, as a central knowledge hub.
- Identified process inefficiencies and led workflow improvements that enhanced team productivity and execution consistency.
Business Analyst
AUXIS LLC
Heredia, Provincia de Heredia
03.2022 - 06.2023
- Served as primary contact for eCommerce clients, translating business needs into functional requirements, user stories, and deliverables using Jira across 20+ concurrent initiatives.
- Coordinated requirements with clients and cross-functional teams, ensuring alignment between business objectives, technical solutions, priorities, and project deliverables.
- Optimized Order-to-Cash processes through data-driven root-cause analysis, identifying bottlenecks and contributing to approximately 30% faster approval and turnaround times.
- Developed KPI dashboards, performance reports, and presentations using Advanced Excel and Power BI, supporting data-driven operational and strategic decisions.
- Coordinated UAT activities with clients and internal teams, validating functionality against requirements, tracking issues, and supporting successful go-live activities.
- Used Advanced Excel, Power BI, and SQL to analyze trends, performance gaps, anomalies, and opportunities for process and operational improvement.
- Coordinated project dependencies, risks, issues, priorities, and action items across cross-functional teams, proactively communicating progress and supporting timely delivery.
- Facilitated stakeholder meetings and requirements-gathering sessions with business, technical, client, and vendor teams, maintaining alignment throughout the project lifecycle.
- Documented requirements, decisions, deliverables, risks, and action items, ensuring clear communication and accountability across project stakeholders.
- Supported continuous improvement initiatives by identifying process gaps, recommending solutions, and coordinating improvements that increased operational efficiency and business performance.
Business Analyst
DXC Technology
Heredia, Provincia de Heredia
08.2015 - 03.2021
- Analyzed business and IT processes, identifying gaps and improvement opportunities that contributed to a 30% reduction in process turnaround time and improved operational efficiency.
- Developed and monitored 10+ data quality and performance metrics across business systems and SaaS platforms to support accurate and reliable service reporting.
- Maintained high-volume Salesforce records, ensuring data integrity, accuracy, and consistent operational reporting across multiple teams and workflows.
- Designed 10+ Excel reporting tools and KPI trackers to monitor performance, identify trends, and support data-driven business decisions.
- Generated weekly and bi-weekly dashboards and reports, providing leadership with clear visibility into operational metrics, service performance, and business trends.
- Supported SOW development and reviews, incorporating scope, cost-benefit considerations, service expectations, and delivery requirements into project documentation.
- Facilitated weekly and bi-weekly stakeholder meetings, aligning deliverables, priorities, risks, and action items across business and technical teams.
- Coordinated daily workflows and task distribution, managing priorities and deadlines while ensuring quality, consistency, and timely delivery of operational activities.
- Performed data analysis and root-cause investigations to identify performance gaps, trends, and operational risks, translating findings into actionable improvements.
- Delivered training to internal teams and end users, supporting platform adoption, process standardization, automation initiatives, and continuous improvement.
Education
Project Management Professional
Ubbiquo
05-2024
Certification - SCRUM Master
Ulacit
Heredia, Costa Rica 05.2001 -
Certification - CCNA
CISCO Academy
Heredia, Costa Rica04-2015
Law
Universidad Latina
Heredia 05.2001 -
High School Diploma -
Técnico Profesional De Flores
Heredia, Costa Rica 05.2001 -
Skills
Business Analysis
Project Coordination
KPI Reporting & Governance
Agile / Scrum Methodologies
Business Analysis & Requirements Gathering
Data Analytics & Performance Reporting
SaaS Platform Management & Administration
CRM Administration (Salesforce)
Process Improvement & Root Cause Analysis
Stakeholder Management & Executive Reporting
Additional Information
- AWS SimuLearn: AI Practitioner
- AWS SimuLearn: Cloud Practitioner
- Jira Fundamentals · March 2024
- Agile Project Management with Jira Cloud: Projects, Boards & Issues
- Project Leadership – Cyndi Snyder
- Business Analysis: Essential Tools and Techniques
- Business Analysis for Project Managers
- Business Analysis Foundations (Process Modeling, Competencies)
- Business Analyst and Project Manager Collaboration
Timeline
IT Project Coordinator
AUXIS LLC
06.2023 - 12.2025
Business Analyst
AUXIS LLC
03.2022 - 06.2023
Business Analyst
DXC Technology
08.2015 - 03.2021
Certification - SCRUM Master
Ulacit
05.2001 -
Law
Universidad Latina
05.2001 -
High School Diploma -
Técnico Profesional De Flores
05.2001 -
Project Management Professional
Ubbiquo
Certification - CCNA
CISCO Academy
SAAS & ENTERPRISE
- Salesforce
- Workday
- SAP
- Zendesk (ITSM)
- Mailchimp
PROJECT & COLLABORATION
- Jira
- Confluence
- Smartsheet
- MS Project
- Basecamp
- Monday.com
COMMUNICATION
- Microsoft Teams
- Slack
- Zoom
- Google Workspace
- MS Office Suite
DATA & REPORTING
- Power BI
- Excel (Advanced)
- SQL
- Smartsheet
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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AUTOMATION
UiPath (RPA)
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
References
Available upon request.