Summary
Overview
Work History
Education
Skills
Timeline
Generic

Josue Delgado Morales

Dulce Nombre

Summary

Experienced professional with a strong background in customer service and technical management. Demonstrated success in leading diverse teams, managing KPIs, and coaching agents and engineers for peak performance. Skilled in team development, strategic decision-making, and stakeholder communication. Known for reliability, organizational strength, and the ability to thrive in fast-paced environments. Fluent in English and Spanish

Overview

16
16
years of professional experience

Work History

Team Manager

Teknowledge
07.2024 - Current
  • Technical Manager of Microsoft Dynamics 365 CRM CE and Business Central platforms, aligning business applications with strategic goals.
  • Responsible for coaching and managing engineering teams, driving performance and professional growth.
  • Oversees development projects and ensures delivery quality, timelines, and stakeholder alignment.
  • Works closely with business units to translate needs into scalable technical solutions.

Team Leader

Foundever
03.2020 - 07.2024
  • Coach and develop agents to meet or exceed KPIs and support the company's financial and performance goals. Observe calls/chats, monitor, track, and evaluate overall performance and operations to ensure adherence to the highest levels of internal/external customer service, productivity, efficiency, performance, and quality standards at all times. Analyze data to identify opportunities to improve processes, policies, systems, and training.

Retail Bank Customer Service Representative

Foundever
06.2019 - 02.2020
  • Answer incoming call from customers to resolve online banking issues for a bank.

Customer Service Representative (Sales)

Foundever
01.2017 - 01.2018
  • Answer incoming calls from customers with billing-order inquiry and/or trouble reports. Provide customers with order status, service activation support for Voice service calling features. Transition to sales in new TV and internet services.

MACHINE OPERATOR

ETS GONTHIEZ FRERES S A S
01.2010 - 01.2015
  • Machine operator in a production circuit of jewelry, rings, earrings, chains, trinkets for export to France, gold and silver plating. I was in charge of the plating line, where the jewelry was plated in gold or silver tanks, this being the final step before being packaged and exported.

Education

CompTIA Project + Project Manager -

Foundever Tech Academy
San Jose, Costa Rica
01.2023

Enterprise Networking, Security & Automation Cisco Mod 2 - undefined

Foundever Tech Academy
San Jose, Costa Rica
01.2022

Networking Cisco Mod 1 - undefined

Foundever Tech Academy
San Jose, Costa Rica
01.2021

IT Essentials - undefined

Foundever Tech Academy
San Jose, Costa Rica
01.2021

Executive English for Customer Service - undefined

Instituto Nacional de Aprendizaje
Cartago, Costa Rica
01.2017

High School - undefined

Daniel Oduber Quiros
Cartago, Costa Rica
01.2009

School - undefined

Jesus Jimenez Zamora
Cartago, Costa Rica
01.2003

Skills

  • Coaching techniques
  • Adaptability
  • Decision Making
  • Conflict resolution
  • Effective communication
  • Stakeholder communication
  • Team Leadership
  • SQL
  • Cisco Networking
  • IT foundation

Timeline

Team Manager

Teknowledge
07.2024 - Current

Team Leader

Foundever
03.2020 - 07.2024

Retail Bank Customer Service Representative

Foundever
06.2019 - 02.2020

Customer Service Representative (Sales)

Foundever
01.2017 - 01.2018

MACHINE OPERATOR

ETS GONTHIEZ FRERES S A S
01.2010 - 01.2015

Enterprise Networking, Security & Automation Cisco Mod 2 - undefined

Foundever Tech Academy

Networking Cisco Mod 1 - undefined

Foundever Tech Academy

IT Essentials - undefined

Foundever Tech Academy

Executive English for Customer Service - undefined

Instituto Nacional de Aprendizaje

High School - undefined

Daniel Oduber Quiros

School - undefined

Jesus Jimenez Zamora

CompTIA Project + Project Manager -

Foundever Tech Academy

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Josue Delgado Morales