Summary
Overview
Work History
Education
Skills
Certification
References
COMMUNICATION
Timeline
Generic
Luis Cordero

Luis Cordero

Service Delivery Senior Analyst

Summary

Collaborative and results-driven leader with extensive experience managing multiple clients, stakeholders, and business verticals simultaneously. Proven ability to foster an engaged, high-performance work culture while navigating fast-paced, dynamic environments. Skilled at building trust, maintaining strong relationships, and aligning diverse objectives to achieve operational excellence. Recognized for promoting teamwork, empowering employees, and delivering consistent results through strategic communication and collaboration.

Overview

6
6
years of professional experience
1
1
Certification
2
2
Languages

Work History

Service Delivery Ops Senior Analyst

Accenture
05.2022 - Current
  • Oversaw multiple Lines of Business (LOBs) and verticals simultaneously, each with distinct metrics, clients, and performance expectations.
  • Partnered closely with business stakeholders to ensure optimal results across all operations.
  • Conducted weekly client meetings and Weekly Business Reviews (WBRs) to present performance updates, discuss KPIs, and address improvement opportunities.
  • Led Root Cause Analyses (RCAs) when metrics fell short, identifying key drivers and implementing targeted action plans to improve results.
  • Championed continuous process improvement across LOBs, introducing innovative ideas to enhance daily operations, tools, and workflows.
  • Collaborated with Workforce Management (WFM) to monitor billable hours, headcount, and client-requested adjustments.
  • Provided direct leadership to agents through regular 1:1s, coaching sessions, and skill-building plans to drive performance.
  • Delivered consistent follow-up, supplemental coaching, and targeted interventions for specific performance gaps.
  • Maintained weekly performance monitoring and issued detailed metric reports via email to ensure operational transparency.
  • Tracked operational issues and identified improvement opportunities, driving timely resolutions while ensuring visibility for all stakeholders.
  • Managed operational reporting systems to maintain full oversight and control of activities.
  • Motivated and engaged teams through frequent change, fostering resilience and adaptability in a dynamic business environment.
  • Experienced in managing relationships with multiple clients and stakeholders concurrently, ensuring consistent communication, trust, and results delivery.

Team Manager

Sykes/Foundever
06.2020 - 05.2022
  • Recruitment of over 200 resources for a ramp up project (start to end).
  • Team Manager for telecommunications account
  • Working on the new telecommunications account, ramping up with coworkers from 0 directly with the client, being Wave 0 and learning all from 0, being prepared to meet client expectations to ensure their business with us by gibing the best results.
  • Equip agents to be prepare for ramp ups of new products (Credit cards, benefits, Bank’s policies), this by doing presentations and deliver trainings.
  • Hire new joiners and prepare them to meet the account requirements.
  • Review forecast to meet the client requirements and meet billable hours and staffing.
  • Working along business partners (QA, training department, hiring) to ensure the best goals are achieved, to present to the client the best possible results, and explain always to the agents new processes the client was requesting to be always ready to give a better experience to the customers.
  • Real time monitoring in a daily bases to ensure all the agents were working properly and on time, to avoid missing any interval requested by the client of X number of agents ready at that time.
  • One-on-One weekly sessions to give follow up on metrics, giving account updates, performance visibility and always motivating the agents to their job in the best possible way.
  • Developing agents by teaching them the manager tasks, making development plans to prepare them to apply to a new position, by motivating them and showing them how capable they are of going to the next level.
  • Having weekly meetings with the client directly, sharing updates, listening to calls and always looking for the improvement.
  • Track system issues (On site agents – Work from home agents) we have affected the productivity on a daily basis. This is presented to our client directly or our internal IT department, in order to have visibility on what needed to be fixed to drive performance with equipment in good conditions.
  • Making preliminary tasks, to avoid any payment issue and checking any lateness, absenteeism, system issues, break or lunch abuse.
  • Create and upload action plans monthly to give visibility to our company (Sykes) in what tactics are done with our population, showing any improvement or regression on metrics (Weekly) and categorizing the profile of our population based on that plan / follow up / Insight.
  • Making sure to avoid any type of resignation and doing as much as I can to give the best face of the company by explaining the benefits of being part of it.

Team Leader

Sykes/Foundever
03.2020 - 06.2020
  • Focus on the administrative part by doing lateness, absenteeism, system issues files updating daily information.
  • Being on top of issues with preliminary payment files: Missing hours, Overtime hours, missing documents to justify absenteeism or any other payment information we need to fix before the financial send the final payment information.
  • Having weekly One-on-One sessions with agents to follow up and work on metrics that matters for the account and the company, as well as any other request from the agent (vacations, personal issues, work issues, action plans, development plans) to maintain a healthy environment.
  • Being on top of the agents to ensure they are doing their job properly, by daily and weekly monitoring, and always making a reminder of how important their job is for us.
  • Quality monitors to make sure process is followed in an efficient way, meetings with my team and QA team to create new strategics to control any negative impact as well as share best practices to implement new call flows.

Customer service representative

Sykes/Foundever
05.2019 - 03.2020
  • Customer service representative for a bank account
  • Provide the best experience to the customers to get the best results for the NPS(net promoter score).
  • Explain statements and bank processes.
  • Review bank statements, calculation of bills, interest rate, due dates, etc.
  • Report fraud charges, dispute any kind of charge the customers wanted by knowing the situation that happened and provide the best solution to resolve the issue.
  • Issuing cards when they were lost or compromised.
  • Always with the need of being on top of metrics, such as Handle time, NPS, QA, and always giving my best to be the top performer.

Education

Bachelor's Degree - Industrial Engineering

Universidad Central De Costa Rica
San José, SJ
08.2025

Baccalaureate - High school

Liceo DR José María Castro Madriz
San José, SJ
01.2018

Skills

Strategic thinking

Attention to detail

Time management

Work under pressure

Emotional intelligence

Soft skills

Client management

Stakeholder communication

Client relationship management

Certification

Transition to Scrum, Agile Foundation to Scrum SkillSoft May 2024.

References

Lesslie, Solis, 72183776

COMMUNICATION

Collaborative and results-oriented leader with a strong track record of fostering an engaged, empowering work culture. Adept at building and maintaining relationships with a diverse range of stakeholders in fast-paced, dynamic environments. Skilled in team building, motivating, and coaching to drive performance and employee engagement. Known for analytical problem-solving, sound judgment, and effective decision-making that positively impact business outcomes. Committed to leveraging training, performance monitoring, and morale-building strategies to enhance team effectiveness and deliver exceptional customer and client experiences.

Timeline

Service Delivery Ops Senior Analyst

Accenture
05.2022 - Current

Team Manager

Sykes/Foundever
06.2020 - 05.2022

Team Leader

Sykes/Foundever
03.2020 - 06.2020

Customer service representative

Sykes/Foundever
05.2019 - 03.2020

Bachelor's Degree - Industrial Engineering

Universidad Central De Costa Rica

Baccalaureate - High school

Liceo DR José María Castro Madriz

Similar Profiles

CREATE PROFILE
Luis CorderoService Delivery Senior Analyst