Emily Chacon Cespedes

Driving IT infrastructure transformation, ensuring projects align with business goals and enhance system performance.
• Strategic Coordination & Execution Planning:
• Developing and executing project roadmaps, ensuring timely delivery of key infrastructure improvements.
• Collaborating with cross-functional teams, including IT, security, and business units, to align initiatives with scalability and continuity objectives.
• Managing risks and dependencies, ensuring proactive mitigation strategies.
• Process Optimization & Efficiency Gains:
• Leading cloud, network, and security enhancements, optimizing system reliability and reducing downtime.
• Implementing automation tools to streamline operations and increase efficiency.
• Improving incident management and proactive monitoring, reducing response time for critical issues.
• Change Management & Stakeholder Engagement:
• Driving organizational change by ensuring smooth adoption of new infrastructure solutions.
• Leading impact assessments and structured change communication plans to minimize resistance and increase stakeholder buy-in.
• Conducting training and knowledge transfer sessions, ensuring teams are equipped for seamless transitions.
• Partnering with leadership to align change initiatives with long-term business strategies and digital transformation goals.
• Continuous Improvement & Innovation:
• Advocating for agile and adaptive methodologies to optimize IT service delivery.
• Monitoring emerging industry trends to recommend cutting-edge solutions for business needs.

• Led a team of 15 service desk analysts, driving operational excellence and achieving improvement in SLA adherence.
• Delivered key projects to enhance Service Desk efficiency, including:
• Knowledge Management System Overhaul: Led the InfoFlow project, standardizing the knowledge lifecycle (creation, updates, and archiving), which resulted in:
• 40% reduction in outdated articles, improving accuracy and usability.
• 25% decrease in ticket resolution time by ensuring analysts had up-to-date, reliable information.
• Ticket Escalation Process Optimization: Streamlined L1-to-L2 escalation workflows, reducing backlog and improving response time by 30%.
• Conducted regular 1:1 coaching sessions, resulting in increase in team productivity and multiple internal promotions.
• Developed and launched a structured training program, leading to a 30% improvement in new hire ramp-up time.
• Improved CSAT scores through proactive issue resolution and enhanced user support.
• Collaborated with ITSM and cross-functional teams to drive continuous service improvements.

• Back-Up during the last four months in-charge of the staff scheduling, CSAT Team reviews and leading the QA Program actions Plan
• In charge meeting calls with client for performance review of teams, providing actions taken with current teams and follow up of plans
• Leading a group of 20+ customer service representatives
• Leader of the Engagement Committee of the account responsible of all motivational and recognition activities
• Decreased and sustain Team Attrition from 9.4% to 2.3% during the last six months
• Improvement of CSAT in 6% during the last semesters exceeding all client performance targets
• Trained to be one of the few Interviewers and Approver of new hires in the account
• Selected as Top Performer Leader for 2 times during this year
• Manage voice & chat accounts

• Awarded with the “Circle of Excellence” by being the Top Performer for the first year as agent
• Selected as Team Leader Back-up with the responsibilities of coaching and developing a selected group of lower performers
• Member of the Engagement Committee team planning weekly/monthly/quarterly recognition activities
• Cross trained in both Benefits & Eligibility and Claims processes
• Supported areas like training to ensure the quality of the processes
• Promoted as SME (Subject Matter Expertise ) after 1 year on the phones based on metrics targeted.