Jordan Esquivel Castro

• Oversaw daily operations of the Costa Rica Delivery Center, ensuring infrastructure reliability, operational efficiency, and team performance across IT, HR, finance, and client support functions.
• Managed office infrastructure, hardware, software, and network systems to maintain uninterrupted performance and security compliance.
• Implemented and monitored physical and cybersecurity measures, ensuring data integrity and protection of corporate assets.
• Directed budget planning, cost forecasting, and resource allocation to align spending with strategic goals.
• Recruited, trained, and led high-performing teams, promoting accountability, collaboration, and continuous improvement.
• Streamlined workflows through process optimization, improving productivity and service quality.
• Negotiated and managed vendor contracts, ensuring compliance with performance and delivery standards.
• Partnered with Delivery Managers to maintain strong client relationships and ensure on-time project delivery.
• Developed and implemented disaster recovery and business continuity strategies aligned with regulatory requirements.
• Led internal projects from initiation through closure, enhancing operational resilience and delivery capabilities.
• Administered HR and payroll processes including onboarding, offboarding, payroll coordination, and employee relations.

Scrum & Agile Development Experience

• Introduced to the Scrum framework with a focus on developing into a Scrum Master role.
• Shadowed senior Scrum Masters to gain hands-on exposure to agile ceremonies, stakeholder management, and business alignment in IT projects.
• Served as Scrum Master for small-scale projects, applying agile techniques and facilitating cross-functional collaboration.
• Currently pursuing SAFe (Scaled Agile Framework) certification to deepen agile leadership expertise.

Served as the primary point of contact for both virtual and on-site clients, ensuring exceptional service delivery, efficient operations, and continuous process improvement within a dynamic service center environment.

Key Responsibilities:

• Client Relations: Acted as the main liaison for clients, managing day-to-day needs and requests while maintaining strong, professional relationships and high client satisfaction.
• Facility & Vendor Management: Coordinated directly with building management, maintenance teams, and vendors to ensure smooth operations, preventive maintenance, and consistent service quality.
• Operational Optimization: Analyzed workflows and implemented improved operational practices to streamline processes, reduce client issue resolution times, and enhance service efficiency.
• Billing & Payments Oversight: Managed client billing processes, ensuring timely payments and accurate invoicing; handled payment queries, requested corrections, and coordinated follow-ups with couriers and accounting.
• Scheduling & Event Coordination: Organized office and meeting room bookings, tailoring setups and services to meet specific client needs and supporting successful meetings and events.
• Inventory Management: Monitored and maintained company inventory, ensuring stock levels, supply records, and internal databases were consistently updated and accurate.
• Team Supervision: Supervised a team of three employees, overseeing daily operations, assigning tasks, and ensuring alignment with service and quality standards.

Contributed to the sales team of Grupo Inmobiliario del Parque, a pioneering company in residential development in Costa Rica. Focused on driving property sales through proactive client engagement, financial advisory, and end-to-end transaction support.

Key Responsibilities:

• Lead Management: Maintained constant communication and follow-up with leads to identify new business opportunities and convert prospects into successful sales.
• Client Engagement: Scheduled and conducted property tours and client meetings across residential developments, providing tailored guidance throughout the purchasing process.
• Financial Advisory: Assisted clients in financial planning for property purchases, including coordinating with banks and advising on loan options and credit assessments.
• Transaction Coordination: Facilitated property inspections, surveys, and documentation to ensure smooth closing processes and regulatory compliance.
• Customer Consultation: Advised clients on mortgage options, housing market conditions, and investment potential to promote informed decisions and long-term satisfaction.
• Collaboration: Worked closely with cross-functional teams—including legal, finance, and project management—to align sales activities with company goals and customer needs.

Acted as a liaison between property owners, developers, and prospective buyers, facilitating successful real estate transactions and providing personalized financial and market guidance throughout the purchasing process.

Key Responsibilities:

• Client Mediation: Served as the primary intermediary between property owners and potential buyers to ensure smooth negotiation, purchase, and transfer of ownership.
• Market Analysis: Conducted property comparisons and market research to determine competitive pricing and position listings effectively.
• Financial Guidance: Assisted clients with financial planning for property purchases, advising on budgeting, loan options, and investment feasibility.
• Loan & Inspection Coordination: Worked closely with clients to facilitate mortgage approvals, property inspections, and credit report processing.
• Client Advisory: Provided guidance on mortgage terms, housing market conditions, and purchasing strategies to enhance client satisfaction and ensure informed decision-making.
• Developer Liaison: Maintained direct communication with development firm management to analyze client purchase proposals and align them with company objectives and project guidelines.

• Managed the sales and marketing of residential properties, including condominiums and apartment buildings, from prospecting to closing.
• Guided clients through the mortgage approval process, coordinating with banks and credit unions to ensure smooth financing and timely approvals.
• Maintained and optimized client data using Salesforce and Zoho CRM, improving lead tracking, follow-up efficiency, and sales forecasting.
• Prepared and delivered estimates, proposals, and closing documentation, ensuring accuracy and a professional client experience.
• Built lasting client relationships through consultative selling, follow-up, and personalized service that supported repeat business and referrals.

• Managed the end-to-end follow-up and maintenance of purchase orders for Procter & Gamble production plants across the Americas, ensuring timely and accurate order fulfillment.
• Maintained daily communication with international suppliers, customs agencies, government entities, and P&G executives to optimize procurement workflows and production continuity.
• Negotiated delivery schedules and pricing terms with global vendors, contributing to cost efficiency and improved supply reliability.
• Utilized SAP GUI 720 for database management, purchase order tracking, and process documentation, ensuring data accuracy and compliance with corporate standards.
• Supported continuous improvement initiatives aimed at streamlining the purchasing process and strengthening supplier relationships.

• Delivered first-line technical and functional support for the Salesforce CRM platform, assisting enterprise clients with system configuration, troubleshooting, and usability optimization.
• Partnered with client stakeholders and executives to customize Salesforce solutions, ensuring alignment with evolving business processes and objectives.
• Managed support cases through Salesforce Service Cloud, maintaining high SLA compliance and exceptional customer satisfaction ratings.
• Diagnosed and resolved user and performance issues by collaborating with cross-functional teams, contributing to continuous platform improvement.
• Documented solutions and best practices to enhance team knowledge sharing and reduce future resolution times.
• Achieved Salesforce Certified Administrator (201) credential in May 2011, validating strong technical expertise and commitment to professional growth.

• Handled high volumes of inbound customer calls, delivering exceptional service and support for billing, sales, and account inquiries.
• Promoted and sold telecom products and services, consistently achieving and surpassing sales targets.
• Processed payments, explained billing statements and procedures, and resolved disputes or cancellations with professionalism and efficiency.
• Negotiated billing adjustments and managed customer retention efforts through effective communication and problem-solving.
• Recognized as a Top Seller for nine consecutive months, ranking among the highest performers in the account.