Jose Pablo Streber Solano
Senior Delivery, Operations And People Manager
San Jose
Summary
Dynamic Senior Delivery and People Manager at Kyndryl, skilled in coaching and recruitment, successfully enhanced team productivity and reduced turnover rates through effective feedback and motivation techniques. Expert in risk management, I fostered a culture of continuous improvement, aligning team objectives with organizational goals to achieve exceptional results.
Results-driven management professional with extensive experience in driving team performance and ensuring operational excellence. Known for fostering collaborative culture and achieving business objectives through strategic planning and employee development. Reliable and adaptable, consistently meeting evolving organizational needs while demonstrating leadership and communication skills.
Overview
17
17
years of professional experience
1
1
Language
Work History
Senior Delivery, Operation and People Manager
Kyndryl
05.2021 - Current
- Enhanced team productivity by implementing efficient workflow processes and time management strategies.
- Conducted comprehensive performance reviews to identify areas of improvement and provide constructive feedback.
- Coordinated cross-functional collaborations on large-scale projects, facilitating seamless teamwork across departments.
- Implemented data-driven decision-making processes, improving overall departmental efficiency.
- Optimized resource allocation for projects, ensuring timely completion within budget constraints.
- Developed a nurturing work environment for employees, leading to increased satisfaction and retention rates.
- Spearheaded talent acquisition efforts, resulting in a diverse and highly skilled workforce.
- Devised strategic plans to meet organizational goals, aligning team objectives with company vision.
- Reduced employee turnover rate by addressing concerns promptly and proactively engaging in conflict resolution efforts.
- Led multi-disciplinary teams in achieving both short-term and long-term goals, demonstrating exceptional leadership skills and adaptability in the face of challenges.
- Streamlined communication channels within the team by establishing clear guidelines and expectations.
- Managed budget allocations wisely while also seeking cost-saving measures without sacrificing quality or team satisfaction levels.
- Motivated employees through special events and incentive programs.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Motivated employees through special events, incentive programs, and constructive feedback.
- Interacted well with customers to build connections and nurture relationships.
Delivery Manager
IBM - Kyndryl
08.2016 - 05.2021
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Managed resources effectively to avoid unnecessary delivery delays.
- Engaged customers to discuss business needs and explore opportunities to increase sales.
- Mentored junior team members to develop their skills and advance within the organization.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
- Reduced customer complaints by implementing proactive communication strategies with clients.
- Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
- Improved delivery efficiency by optimizing routes and scheduling for the team.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
- Collaborated closely with other departments to ensure seamless integration of processes and systems, enhancing overall efficiency.
- Fostered a culture of continuous improvement through employee engagement initiatives such as recognition programs and open forums.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Supervised delivery staff and general productivity.
- Managed risk assessment and mitigation strategies to protect project timelines and deliverables.
- Fostered culture of continuous improvement, leading to improved delivery efficiency and client satisfaction.
- Provided strategic direction for delivery team, aligning efforts with organizational goals and client needs.
Team Leader
IBM
11.2015 - 08.2016
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Oversaw quality control measures, maintaining high standards for all project outputs.
- Implemented comprehensive reporting system to track team performance and identify areas for improvement.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
Team Manager
Foundever (Sykes Latin America)
04.2013 - 11.2015
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Reduced turnover rates by implementing comprehensive feedback and support system for team members.
- Promoted customer-centric approach, leading to repeat business and referrals.
Technical Support Representative
HP
05.2010 - 04.2013
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
Customer Service Representative
Foundever (Sykes Latin America)
05.2009 - 05.2010
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
Quality Assurance Agent
STT
11.2007 - 05.2009
- Streamlined QA processes for increased efficiency, resulting in reduced errors and faster product releases.
- Evaluated new tools and technologies for potential implementation within the QA process, contributing to ongoing advancements in department capabilities.
- Participated in project planning meetings to provide insight into potential risks or challenges related to quality assurance efforts.
- Ensured compliance with industry regulations by staying informed on changes in standards and adapting testing processes accordingly.
Education
No Degree - Industrial Engineering
Universidad Latina De Costa Rica
Heredia 05.2001 -
Skills
Coaching
Motivation techniques
Influencing others
Feedback delivery
Recruitment and selection
Employee relations
Leadership development
Training and mentoring
Staff management
Workforce planning
Risk management
Training programs
Employee retention
Career development
Performance assessment
Benefits administration
Job analysis
Succession planning
Workforce improvements
Excellent communication
Customer relations
Decision-making
Self motivation
Time management abilities
Verbal and written communication
Timeline
Senior Delivery, Operation and People Manager
Kyndryl
05.2021 - Current
Delivery Manager
IBM - Kyndryl
08.2016 - 05.2021
Team Leader
IBM
11.2015 - 08.2016
Team Manager
Foundever (Sykes Latin America)
04.2013 - 11.2015
Technical Support Representative
HP
05.2010 - 04.2013
Customer Service Representative
Foundever (Sykes Latin America)
05.2009 - 05.2010
Quality Assurance Agent
STT
11.2007 - 05.2009
No Degree - Industrial Engineering
Universidad Latina De Costa Rica
05.2001 -
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