Luis Trejos
Sr. Service Delivery Manager
Heredia,Heredia
Summary
Proven leader in service delivery and program management, I excelled at Dell Technologies by driving team performance and enhancing service efficiency. Leveraging strategic planning and exceptional interpersonal skills, I spearheaded initiatives that significantly improved client satisfaction and operational productivity, achieving top awards for excellence and substantial growth in operations.
Have worked for the Service and Delivery Industry for several years now, always delivering strong performance by taking care of Customers, Collaborators and Stakeholders.
Had the opportunity to help onboard 2 new companies in Costa Rica.
Love to work with people, love to face challenges and love collaboration.
Have a Winning and Team Work attitude to have been able to instill to my Business Operations, employees and collaborators and Leaders.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
Sr. Deliver Manager and Program Manager
Dell Technologies
03.2019 - 06.2024
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients (New CRM, new knowledge base, tools implementation and improvement). These implementations were delivered globally to over 9000 service agents.
- Managed client relationships through regular check-ins and updates on project progress.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Identified areas of improvement for clients' operations, implementing targeted solutions to increase productivity (work flow improvement and update and created new policies and procedures)
- Analyzed data sets for 5 different countries and up to 3 different regions, to identify trends and opportunities for process improvements within client organizations.
- Designed tailored training programs for employees at various levels, boosting overall skillsets.
- Improved organizational efficiency, overhauling outdated operational procedures with innovative, tech-driven solutions that affected close to 800 employees.
- Coordinated with external partners and vendors to deliver comprehensive solutions that meet clients' diverse needs.
- Developed effective improvement plans in alignment with goals and specifications for over 30 locations
Regional Service Delivery Lead
Dell
Heredia, Provincia De Heredia
11.2015 - 03.2019
- Analyzed performance metrics to identify areas for improvement and implement corrective actions.
- Championed change initiatives, driving adoption of new tools and methodologies that enhanced overall effectiveness in service delivery.
- Managed diverse team of professionals, ensuring high-quality service delivery for all projects (including Training, Quality Control, Business Analysis, Data Control and others)
- Completed bi-weekly payroll for 12 employees.
- Responsible for preparing our Site for 2 separate ISO Certifications
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Sr. Service Delivery Manager Tech Support
Dell Technologies
07.2011 - 11.2015
- Lead a Team of 12 Team Managers and 120 Technical Support agents
- Cultivated a positive work environment that encouraged open communication, teamwork, and employee engagement across the organization.
- Reduced client escalations through proactive communication and problem-solving strategies.
- Improved service delivery efficiency by implementing new process improvements and monitoring key performance indicators.
- Championed change management initiatives, fostering a culture of adaptability among team members during periods of organizational transition.
- Evaluated team performance metrics to identify areas for improvement, guiding targeted coaching efforts to boost individual capabilities.
- Help improve on ur KPIs, by improving our initial training, our hiring practices for new employees and career development
- Help build our Team into a Center of Excellence by delivering the best support possible for our customers and a great job environment for our employees
Sr. Service Delivery Manager Tech Support
Stream Global Services Inc.
04.2008 - 06.2011
- Responsible for leading the implementation of a new account (BPO) for our site in Costa Rica (Sat Tv Services for US Customers)
- Help grew our Operation from an initial 200 sit operation to 850 sit Operation
- Lead initiatives and strategies that help build our Team into the best across all of our company (received top awards for excellence 23 our of 24 possible times
- Help promote, train and lead a group of 26 Team Managers, 18 senior agents and 3 Operational Manager
- Responsible for the overall Labor Relations for our Team
- Created a career development program, a program used to used internal resources for new positions and or promotions
- By achieving excellent results, I was able month in and month out to earn additional incentive bonuses for our company and avoiding penalties
Education
Licenciatura in Finance - Finance
ULATINA
San José, Costa Rica 04.2016 - 09.2017
Bachelor's Degree in Business Administration - Business With Emphasis in Finance
ULATINA De Costa Rica
Heredia 01.2013 - 04.2016
Skills
Operations & Performance Management
Strategic Planning
Staff Development
Workforce Management
Project Management and Agile
Verbal and written communication
Staff Training and Development
Negotiation
Business Planning
Performance Evaluations
Key Performance Indicators
Problem-Solving
Teamwork and Collaboration
MS Office
Customer Service
Team Building and Collaboration
Effective Communication
Analytical Skills
Active Listening
Negotiation and Conflict Resolution
Written Communication
Hiring and Training
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Portuguese
Limited Working
Certification
Celonis Process Mining
Hiking
Love the Outdoors. I enjoy visiting our National Parks and Biological reserves, scuba diving and snorkeling.
I enjoy taking coworkers visiting from other countries the nature beauties of our country as well.
Timeline
Aris Business Process Management
02-2024
Celonis Process Mining
03-2023
Agile
02-2023
Project Management
04-2019
Sr. Deliver Manager and Program Manager
Dell Technologies
03.2019 - 06.2024
Licenciatura in Finance - Finance
ULATINA
04.2016 - 09.2017
Regional Service Delivery Lead
Dell
11.2015 - 03.2019
Bachelor's Degree in Business Administration - Business With Emphasis in Finance
ULATINA De Costa Rica
01.2013 - 04.2016
Sr. Service Delivery Manager Tech Support
Dell Technologies
07.2011 - 11.2015
Sr. Service Delivery Manager Tech Support
Stream Global Services Inc.
04.2008 - 06.2011
Conflict Management
07-2004
Mediation and Negotiation
07-2002
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