Luigi Maresca Gamboa
La Unión,Cartago
Summary
Dynamic operations and contracts professional with over 20 years of progressive leadership experience in multilingual contact center environments. Proven success in driving teams toward excellence through a strong emphasis on collaboration, operational efficiency, and measurable outcomes. Expertise in strategic planning and process improvement fosters a culture of accountability and high performance. Recognized for adaptability and a consistent ability to meet evolving organizational needs while ensuring alignment with business objectives.
Overview
30
30
years of professional experience
Work History
Activations Manager
LanguageLine Solutions
06.2022 - 07.2025
- Directed customer account activation activities in alignment with service contracts and corporate standards.
- Oversaw data entry operations, internal audits, evidence tracking, and daily activation workflows.
- Provided policy and strategic guidance across internal business teams and managed staff training programs.
- Partnered with IT and sales for product and system readiness; led initiatives to ensure compliance and accuracy.
- Tracked KPIs on quantity and quality, reporting performance insights to executive leadership.
Contract Administration Manager
LanguageLine Solutions
04.2020 - 05.2022
- Supervised contract administration processes from initiation to account activation.
- Coordinated administrative workflows, contract reviews, approvals, logging, and data verification.
- Advised legal and business teams on contract templates and compliance standards.
- Developed cross-functional training and led contract staff in managing document accuracy.
- Contributed to process improvement initiatives and policy development.
Site Operations Lead
LanguageLine Solutions
06.2016 - 03.2020
- Managed over 450 agents and supported the Global Operations Manager.
- Liaised with departments like Training, Scheduling, and Quality to streamline operations.
- Spearheaded special projects and supported talent selection processes.
Lead InCharge
LanguageLine Solutions
07.2005 - 06.2016
- Directed a team of supervisors and 300+ phone agents.
- Monitored KPIs, conducted coaching sessions, and enforced compliance.
- Motivated and developed supervisory teams.
Operations Supervisor (InCharge)
LanguageLine Solutions
08.2004 - 07.2005
- Supported real-time monitoring and performance management for 150+ interpreters.
- Trained new team members in supervisor roles.
Spanish-English Interpreter
LanguageLine Solutions
11.2002 - 08.2004
- Provided consecutive interpretation for customer service and administrative sectors.
Assistant Manager / Receptionist
Los Yoses City Inn
01.1997 - 01.2002
- Managed reservations, staff scheduling, payroll, and corporate client relations.
- Non-continuous
Aide-de-Camp (Assistant)
Comunicación Expresiva
03.1995 - 04.2001
- Coordinated logistics and staff during conferences and corporate events.
Education
Associate Degree - Business Administration
Instituto Tecnológico de Costa Rica
Skills
- Fundamental Salesforce knowledge
- Proficient in Microsoft Office Suite
- Proficient in web conferencing tools
- Customer service
- Effective team leadership
- Strategic decision-making
- Effective relationship management
- Operations management
- Cross-functional teamwork
LNGG
Spanish (Native)
English (Fluent)
Italian (Proficient)
References
Available upon request: professional references
KEY COMPETENCIES
- Leadership & Team Management
- Contract Lifecycle Oversight
- Policy Development & Compliance
- Staff Training & Performance Coaching
- KPI Monitoring & Quality Assurance
- Process Optimization & Cross-functional Collaboration
Timeline
Activations Manager
LanguageLine Solutions
06.2022 - 07.2025
Contract Administration Manager
LanguageLine Solutions
04.2020 - 05.2022
Site Operations Lead
LanguageLine Solutions
06.2016 - 03.2020
Lead InCharge
LanguageLine Solutions
07.2005 - 06.2016
Operations Supervisor (InCharge)
LanguageLine Solutions
08.2004 - 07.2005
Spanish-English Interpreter
LanguageLine Solutions
11.2002 - 08.2004
Assistant Manager / Receptionist
Los Yoses City Inn
01.1997 - 01.2002
Aide-de-Camp (Assistant)
Comunicación Expresiva
03.1995 - 04.2001
Associate Degree - Business Administration
Instituto Tecnológico de Costa Rica
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