Kathia Centeno Rojas
Global Operations & Training Leader | BPO & SaaS Expert | Data-Driven Strategist
San José,SJ
Summary
Experienced Operations Manager with a strong background in BPO and SaaS industries. Adept at leading multicultural teams and scaling operations for success. Known for reliability, results-driven approach, and ability to thrive in dynamic environments. Skilled in performance management, stakeholder engagement, and implementing data-driven strategies to drive client success. Passionate about fostering innovation, developing leadership skills, and achieving operational excellence.
Overview
18
18
years of professional experience
6
6
Certifications
2
2
Languages
Work History
Global Operations Manager
Foundever
San Jose
12.2022 - 03.2025
- Streamlined global operations by implementing cost-effective strategies and efficient processes.
- Directed strategy across 4 international sites; increased client satisfaction (CSAT) by 10%.
- Strengthened stakeholder relationships and implemented retention strategies, boosting account stability.
- Led data-driven transformations, improving customer experience and service deliver
- Negotiated contracts and agreements to optimize cost savings and efficiency.
- Leveraged data analytics to identify trends, inform decision-making, and drive operational improvements.
- Developed short-term goals aligned with long-term strategic objectives to drive organizational growth and sustainability.
Training Manager
Sitel
San Jose, Costa Rica
07.2018 - 12.2022
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
- Designed certification programs, improving pass rates from 75% to 90%.
- Managed cross-functional training teams (12-35 trainers) across various BPO accounts.
- Improved employee retention rates by 10% creating engaging and interactive learning materials.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Managed new employee orientation training process for more than 1500 employees each year.
Trainer Coordinator – HR /Supervisor in Training
Sykes
San Jose, Costa Rica
01.2018 - 07.2018
- Enhanced training efficiency by developing and implementing well-structured lesson plans.
- Leveraged technology to enhance the overall effectiveness of delivered training content.
- Facilitated cross-departmental collaboration to ensure consistent training standards throughout the organization.
- Spearheaded the development of new training materials, resulting in higher trainee satisfaction scores.
Master Trainer
Sykes
01.2017 - 12.2017
- Developed strong working relationships with clients by understanding their unique goals and delivering customized training solutions.
- Collaborated with fellow trainers to develop comprehensive curriculums for various programs, resulting in higher trainee satisfaction rates.
- Played an integral role in the development of new training programs, conducting thorough needs analyses and market research to inform content design decisions.
- Assisted in the creation of e-learning modules to expand the reach of our training offerings, increasing overall accessibility for remote learners.
Trainer
Sykes
01.2013 - 12.2016
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Pioneered mentorship program, fostering professional growth and development.
Operations Team Manager
Qualfon
01.2010 - 03.2011
- Led a high-performing operations team, focusing on continuous improvement and employee development.
- Fostered open lines of communication between team members, promoting a collaborative environment that drove collective success.
- Evaluated team performance regularly to identify opportunities for improvement or professional development initiatives.
- Oversaw daily operations, ensuring timely completion of tasks while maintaining exceptional quality standards.
Sales & Design Executive
BritePix
San Jose, Costa Rica
03.2007 - 12.2009
- Designed websites, landing pages, print materials, advertising collateral and multimedia presentations for several brands in multiple industries.
- Conducted design reviews and audits of creative projects to ascertain consistency with overall brand strategy.
- Reviewed feedback from clients to make alterations according to clients' needs.
Education
Associate of Applied Science - Project Management
Universidad Fidelitas
San Jose, Costa Rica 05.2001 -
Associate of Applied Science - Talent Management
Universidad Latina
San Jose, Costa Rica 05.2001 -
Bachelor of Arts - Graphic Design
Universidad Hispanoamericana
San Jose, Costa Rica 05.2001 -
Skills
Strategic Operations & Process Optimization
Cross-Functional Collaboration & Stakeholder Engagement
Client Experience & Retention
Project & Change Management (JIRA, Scrum)
KPI Management & Data Analytics (Power BI, etc)
SaaS Tools: DocuSign,Genesys, Salesforce, Zendesk
Global Team Leadership & Coaching
Leadership Training & Learning Development
Certification
Business Intelligence and Power BI – Camara de Comercio Exterior (In Progress)
Timeline
Business Intelligence and Power BI – Camara de Comercio Exterior (In Progress)
05-2025
Data Analysis
09-2024
Certified Project Practitioner – CPP®
08-2024
Scrum
05-2024
Yelow Belt
07-2023
Global Operations Manager
Foundever
12.2022 - 03.2025
Instructional Desing, Training
09-2022
Training Manager
Sitel
07.2018 - 12.2022
Trainer Coordinator – HR /Supervisor in Training
Sykes
01.2018 - 07.2018
Master Trainer
Sykes
01.2017 - 12.2017
Trainer
Sykes
01.2013 - 12.2016
Operations Team Manager
Qualfon
01.2010 - 03.2011
Sales & Design Executive
BritePix
03.2007 - 12.2009
Associate of Applied Science - Project Management
Universidad Fidelitas
05.2001 -
Associate of Applied Science - Talent Management
Universidad Latina
05.2001 -
Bachelor of Arts - Graphic Design
Universidad Hispanoamericana
05.2001 -
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