Natalia Chaves
San Jose
Summary
Experienced leader adept at fostering teamwork and facilitating transparent communication, boasting over ten years of expertise in managing client relations and cultivating exceptional customer experiences. Driven by a growth-oriented mindset, actively engaged, and resolute in tackling challenges related to digitalization and automation. Seeking opportunities related to sales and executive client leadership within the technology sector.
Overview
18
18
years of professional experience
Work History
Account Delivery Leader
DXC Technologies
04.2023 - Current
- Managing anoperation of 1100 employees across 98 countries
- Accountable delivery of services in the areas of: Service Desk, On Site Support and Applications for Microsoft's 200,000 employees on behalf of DXC
- Managed the financial oversight of the entire account profit and loss statement. Constant operational costs control and efficient resource allocation.
- Managed large, transformative initiatives impacting multiple delivery areas in benefit of our client and DXC
- Accountable for managing the client relationship from start to finish, ensuring transparency and efficient execution throughout.
- Demonstrated adaptability and innovative thinking while working within established parameters.
Service Excellence Officer
DXC Technology
01.2019 - 03.2023
- Key resource to the sales and solutioning cycle to win this pursuit
- Participated in the transition of services from previous vendor to DXC
- Accountable for the following areas: Reporting, Billing, Knowledge, Quality, Incident Lifecycle, BCP, Customer Experience, Governance and Automation
- Crucial support to the account team
Pre-sales/ Client Onboarding /Solution Architect
Hewlett Packard/Hewlett Packard Enterprise/DXC technology
01.2011 - 01.2019
- Lead solution creation for multiple service towers in an RFP pursuit environment and/or for operational continuous improvement
- Leverage client’s needs, portfolio offerings and trending market solutions to provide a competitive solution considering financial, strategic, economic factors, etc.
Support Specialist/ Team Lead/ Project Manager
Hewlett Packard
01.2007 - 01.2011
- Lead internal projects to ensure they met required scope criteria, time, budget and quality expectations, through planning, controlling and managing
- Maintained customer communication in order to provide regular updates of projects, to coordinate efforts when customer involvement in the project is needed or for process improvements.
Recruiter and Quality Analyst Supervisor
Datascension Corporation
01.2006 - 01.2007
- In charge of performing interviews for possible new hires
- Monitored calls, provided coaching and feedback for all agents as part of Quality Assurance responsibilities.
Translation Assistant and Computer SW Projects Assistant
Cubas y Asociados C.P.A
01.2006 - 01.2007
- In charge of translating company legal documentation
- Assisted in the creation of process documents for the company and external projects.
Education
Storytelling And Persuasion Through Data -
INCAE
San Jose, Costa Rica05.2024
WELP - Woman Executive Leadership Forum -
INCAE
San Jose, Costa Rica11.2023
Business Administration -
University of Costa Rica
International General Certificate of Secondary Education (IGCSE) -
British School of Costa Rica
01.2005
Duke of Edinburgh's Award (Bronze and Silver Certificate) -
British School of Costa Rica
01.2005
Skills
- Advocate for others
- Client-focused
- Strategic thinker
- Nonconformist
- Forthright communicator
- Adaptable
- Invested in fostering team growth
Accomplishments
- HITEC 50 Awardee - 2023
- HITEC 50 Awardee - 2024
HITEC recognizes the top 50
most influential and notable
Hispanic Professionals in the
Technology Industry in Ibero-
America
References
- Robert Sciascia, DXC Technology, Canada, robert_sciascia@yahoo.com
- JP Quesada, HP, Costa Rica, jpablo.quesada@gmail.com
- Sairam Chander, DXC Technology, USA, sairam.chander@dxc.com
Timeline
Account Delivery Leader
DXC Technologies
04.2023 - Current
Service Excellence Officer
DXC Technology
01.2019 - 03.2023
Pre-sales/ Client Onboarding /Solution Architect
Hewlett Packard/Hewlett Packard Enterprise/DXC technology
01.2011 - 01.2019
Support Specialist/ Team Lead/ Project Manager
Hewlett Packard
01.2007 - 01.2011
Recruiter and Quality Analyst Supervisor
Datascension Corporation
01.2006 - 01.2007
Translation Assistant and Computer SW Projects Assistant
Cubas y Asociados C.P.A
01.2006 - 01.2007
Storytelling And Persuasion Through Data -
INCAE
WELP - Woman Executive Leadership Forum -
INCAE
Business Administration -
University of Costa Rica
International General Certificate of Secondary Education (IGCSE) -
British School of Costa Rica
Duke of Edinburgh's Award (Bronze and Silver Certificate) -
British School of Costa Rica
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