Hugo Marin
Team Operations Manager
Escazu
Summary
Seasoned Operations Manager and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Team Operations Manager
McKinsey & Company
05.2021 - 12.2024
- Acted as a liaison between leadership and operational teams, providing regular performance insights and actionable plans for improvement
- Collaborated with cross-functional and cross-regional teams to align services with business goals
- Built strong stakeholder relationships, ensured seamless service delivery, and maintained high satisfaction rates
- Extensive experience managing and mentoring teams of varying sizes in multinational settings
- Proven ability to recruit, train, develop, and coach team leaders and individual contributors
- Adept at leading hybrid and geographically dispersed teams in global environments
- Set performance goals, managed KPIs, and ensured SLA compliance
- Led high impact initiatives/projects to optimize processes, reduce bottlenecks, and improve efficiency, resulting in measurable operational gains (e.g Increase in customer satisfaction and issue reduction)
Senior Team Leader
McKinsey & Company
10.2018 - 05.2021
- Developed strategies to drive increased team productivity and engagement
- Partnered with operations managers to identify continuous improvement initiatives, delivering actionable recommendations
- Collaborated with regional and global teams to ensure consistent service delivery and enhanced customer satisfaction
- Experienced in holding team meetings to address performance, operational challenges, and service escalations
- Successfully handled escalations and ensured high customer satisfaction rates
Senior Specialist IT Customer Experience
McKinsey & Company
11.2015 - 10.2018
- Fostered a culture of continuous improvement and implemented best practices, including service reviews, that led to an increase in CSAT and reduction in service related issues
- Worked as a project manager for developing a Customer Service Management Ideation Portal, boosting user feedback and enhancing service response times, significantly improving customer experience and engagement
- Contributed to standardization projects of IT service transformation across multiple regions, improving operational efficiency and aligning new services to effectively meet customer needs
IT Helpdesk Team Leader
McKinsey & Company
01.2013 - 01.2015
- Implemented plans to cultivate a global outcome oriented team mindset to align efforts with organizational goals
- Direct involvement in global helpdesk operations, including hands-on support for service issues
- Hands-on experience with Microsoft desktop environments, Office 365, Active Directory, troubleshooting PC connectivity and network issues, and implementing solutions to enhance service delivery
- Strong understanding of IT infrastructure, service management
- Developed solutions for standardizing processes across regions and improving service quality
Education
Licenciatura Degree - Marketing
Tecnologico de Costa Rica
02.2017 - 09.2019
Bachelor's Degree - Business Administration
Universidad Latina de Costa Rica
01.2011 - 08.2016
Skills
Leadership
Project Management
Stakeholder Engagement
Communication
KPI tracking
Decision-making
Planning and implementation
Client relationships
Problem-solving
Customer service
Process improvement
Workflow optimization
Certification
Certified ScrumMaster (CSM) – Scrum Alliance.
Timeline
Team Operations Manager
McKinsey & Company
05.2021 - 12.2024
Senior Team Leader
McKinsey & Company
10.2018 - 05.2021
Licenciatura Degree - Marketing
Tecnologico de Costa Rica
02.2017 - 09.2019
Senior Specialist IT Customer Experience
McKinsey & Company
11.2015 - 10.2018
IT Helpdesk Team Leader
McKinsey & Company
01.2013 - 01.2015
Bachelor's Degree - Business Administration
Universidad Latina de Costa Rica
01.2011 - 08.2016