ERIC VIQUEZ
Poas
Summary
Highly responsible and innovative individual with excellent soft skills that contribute to success in any team-oriented setting. With a knack for prioritization and organization, I thrive in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Onsite Coordinator
HP Inc
01.2010 - 01.2012
- This role was about coordinating the visit of HP technicians, parts ordering and delivery, case review, updates/closure and meeting service agreements for each customer
Contract Administrator
HP Inc
01.2012 - 01.2014
- Managed HP MPS accounts in the back office which included system updates, invoicing, Hardware ordering, Order Acceptance, contract reviews, conducting business and operational customer analysis, and resolving issues with team members supporting the customer requirements
Contract Admin Business Lead
HP Inc
01.2014 - 01.2017
- I applied and was promoted to Business Lead within the same organization
- I led the team for two and a half years
- During that period, I backed up my manager for 4 months when there was no supervisor
- I was capable of handling and supporting the team, demonstrated my willingness to succeed by improving my team's metrics, helped the new supervisor to understand the processes, and supported all team members when needed
Service Delivery Manager
HP Inc
01.2017 - Current
- I am responsible for managing cost target commitments for all service delivery requirements, implementing and monitoring expense control, and operational relationship
- I have identified incremental revenue opportunities; this means growth
- I have contributed to my customer's strategic business plan
- I act as the contact for operational issues representing delivery of all services to the customer, managing performance metrics, reporting, escalation & communication
- My role is to ensure performance goals are met for all in-scope services, identify and analyze gaps and implement corrective action plans
Education
English As a Second Language -
Universidad Tecnica Nacional
English for Service Centers -
Instituto Nacional De Aprendizaje
Skills
- Customer Relationship Management
- Soft Skills
- Data analytics
- Stakeholder management
- Workflow management
- Task delegation
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Service Delivery Manager
HP Inc
01.2017 - Current
Contract Admin Business Lead
HP Inc
01.2014 - 01.2017
Contract Administrator
HP Inc
01.2012 - 01.2014
Onsite Coordinator
HP Inc
01.2010 - 01.2012
English As a Second Language -
Universidad Tecnica Nacional
English for Service Centers -
Instituto Nacional De Aprendizaje
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