Leticia Solis Vargas
TEAM MANAGER
Heredia
Summary
Proven track record of working closely with operations to achieve goals, results-oriented with a strong work ethic. Solid foundation in logic, analysis, and technical skills, along with training in feedback, coaching, and development. Recognized for achieving outstanding results in projects and for strong communication skills.
Overview
5
5
years of professional experience
2
2
Languages
Work History
TEAM MANAGER
Movate
07.2023 - Current
- Experience in leading teams and coordinating tasks in collaborative work environments.
- Demonstrated skills in resource organization and strategic planning.
- Successfully maintained cases with a healthy age of less than 20 days in a technical account of Palo Alto Networks.
- Maintained a customer satisfaction rate above 90% throughout the year 2024, reaching even 100% for 13 consecutive weeks.
- Helped establish the virtualization group in Colombia as the senior manager for all of LATAM.
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
QUEUE LEAD
Movate
06.2022 - 06.2023
- Ability to handle multiple tasks and priorities simultaneously.
- Experience in managing customer queues and wait times.
- Knowledge in techniques to improve operational efficiency and customer satisfaction.
- Maintained team schedule adherence above 80% during my tenure in this role at Palo Alto Networks, contributing to the efficient functioning of the team.
- Led the implementation of a transcontinental communication network between teams in Costa Rica and India, achieving a 50% reduction in case assignment time and significant improvement in response times between shifts.
LEVEL 2 ENGINEER
Movate
08.2021 - 05.2022
- Review and implement reports to assist clients and agents.
- Interview potential candidates: Interesting! Interviews are a crucial part of the hiring process.
- Provide real-time metrics to the client.
- During my tenure as Level II support, I led initiatives that reduced response time from 48 hours to 24 hours.
- Additionally, I implemented processes that decreased the number of pending cases without updates from 30 to just 5 per day.
TECH SUPPORT AGENT
Movate
05.2020 - 07.2021
- Experience in customer service and resolving technical issues.
- Experience in installing and configuring software and hardware.
- Ability to diagnose and troubleshoot failures in home network equipment.
- Provided technical phone support to individuals with routers, modems, ranging from basic power cycles to advanced port forwarding.
Education
AGILE METHODOLOGIES -
INSTITUTO TECNOLOGICO DE COSTA RICA
CARTAGO 05.2001 -
ITIL FOUNDATION V4 -
Cenfotec
San Jose, Costa Rica 07.2023 - Current
CCNA -
Universidad Juan Pablo II
San Jose, Costa Rica 02.2001 - 2006.12
BACHELOR DEGREE -
Colegio Calasanz
San Jose, Costa Rica 06.2022 - 2023.06
Skills
LEADERSHIP
ADAPTABILITY
TEAM WORK
WORK UNDER PRESSURE
undefinedTimeline
TEAM MANAGER
Movate
07.2023 - Current
ITIL FOUNDATION V4 -
Cenfotec
07.2023 - Current
QUEUE LEAD
Movate
06.2022 - 06.2023
BACHELOR DEGREE -
Colegio Calasanz
06.2022 - 2023.06
LEVEL 2 ENGINEER
Movate
08.2021 - 05.2022
TECH SUPPORT AGENT
Movate
05.2020 - 07.2021
AGILE METHODOLOGIES -
INSTITUTO TECNOLOGICO DE COSTA RICA
05.2001 -
CCNA -
Universidad Juan Pablo II
02.2001 - 2006.12
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