Francine Cerdas Navarro
Heredia
Summary
Dedicated and adaptable Incident Manager with over 1 year of experience leading the resolution of high-impact incidents in complex business environments. Skilled in escalation management, root cause analysis, and cross-functional collaboration to ensure swift recovery and minimal downtime for critical operations. With a strong background in quality assurance and team leadership spanning over 10 years, I consistently drive improvements in operational efficiency and customer satisfaction. Highly organized, detail-oriented, and proactive in identifying trends to develop robust preventive measures and optimize workflows.
Overview
9
9
years of professional experience
Work History
Quality / Instructor Analyst
Accenture
07.2021 - Current
- Maintains a strong focus on quality control to uphold the organization's standards and deliver exceptional results
- Demonstrated proficiency as a trainer, providing guidance and training to personnel engaged in dynamic processes
- Responsible for managing and supervising three distinct teams, ensuring their alignment with client-specific quality policies, through calibrations, regular audits, and weekly reports, and being a resource for agents by clarifying any doubts or inquiries
Incident Manager
Accenture Costa Rica
02.2021 - Current
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
Quality Analyst - Microsoft Azure Operations
Tek Experts Costa Rica
12.2019 - 07.2021
- Evaluate technical cases according to established procedures and are responsible for overseeing performance reviews for over 40 engineers, ensuring compliance with processes and procedures
- Weekly and bi-weekly reports creation to add value to the operation and help managers identify undiscovered improvement areas
- Content creation for engineers based on areas of improvement discovered throughout evaluations and performance tracking
Customer Success Manager
Tek Experts Costa Rica
01.2019 - 12.2019
- Acted as the primary point of contact for customers, escalating issues when they impacted the customer's environment
- Ensured the maintenance of good account health and facilitated smooth communication between customers and Micro Focus's internal technical and non-technical teams
- Regular business meetings, including quarterly and monthly check-ins, to assess progress and discuss product adoption
Quality Agent
Sykes LATAM
05.2016 - 01.2019
- Provided hands-on guidance and support to new hires, ensuring a smooth transition into their roles
- Delivered comprehensive team meeting sessions to enhance the skills and performance of the team
- Systematically identified procedural gaps and deficiencies, leading to the development of targeted performance improvement plans
Education
Criminal Investigation -
Colegio Universitario de Cartago
05.2016
CISCO CCNA -
UCR Networking Academy
SCRUM Master -
RH Business School
Six Sigma -
RH Business School
T3 Training -
Tek Experts
Skills
- MS Excel
- MS Office
- Customer service
- Strong work ethics
- Organized
- Detail-oriented
- Trend detection
- Analysis
- Leadership
- Time management
- Strong communication skills
Languages
English
Advanced (C1)
Portuguese
Advanced (C1)
Timeline
Quality / Instructor Analyst
Accenture
07.2021 - Current
Incident Manager
Accenture Costa Rica
02.2021 - Current
Quality Analyst - Microsoft Azure Operations
Tek Experts Costa Rica
12.2019 - 07.2021
Customer Success Manager
Tek Experts Costa Rica
01.2019 - 12.2019
Quality Agent
Sykes LATAM
05.2016 - 01.2019
CISCO CCNA -
UCR Networking Academy
SCRUM Master -
RH Business School
Six Sigma -
RH Business School
T3 Training -
Tek Experts
Criminal Investigation -
Colegio Universitario de Cartago
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