Natalia Sanchez Aragon
Operations And Project Manager
Heredia
Summary
Accomplished Director of Operations at JDS Soluciones Internacionales / Nearlinx, I leveraged strategic planning and exceptional leadership to drive process improvements, achieving significant organizational growth. My expertise in operations oversight and interpersonal skills fostered a culture of teamwork, resulting in enhanced productivity and cost control.
Experienced Provisioner and Operations Manager proficient in managing Telecommunications operations with exceptional team supervision, project coordination and analytical problem-solving skills. Optimizes resource use to achieve challenging targets. Diplomatic in resolving disputes and coordinating diverse teams.
Ready to offer exceptional leadership and planning abilities to take on new role in Project Management and/or Management setting. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Well-versed in Telecom standards and market trends.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Director of Operations
JDS Soluciones Internacionales / Nearlinx
Heredia, Provincia de Heredia
11.2018 - 07.2024
- Grew the BPO team from 12 to over 150 resources
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Defined, implemented, and revised operational policies and guidelines.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Monitored budget and utilized operational resources.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Mitigated risks by developing comprehensive contingency plans that ensured business continuity during unforeseen events or challenges.
- Mentored and coached team members to foster productive and engaging work environment.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
BPO Operations Manager
JDS Soluciones Internacionales / Nearlinx
San Jose, Provincia de Alajuela
11.2016 - 10.2018
- Improved process and procedures to optimize revenue up to a 15% yearly and reduce costs up to 10%.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at up skilling the workforce to meet dynamic industry demands.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Implemented quality control systems to boost overall product consistency and reliability.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Sr. Voice and Data Project Manager
ReaLLinx
03.2011 - 10.2016
- Managed up to 100 Implementation orders across multiple projects that included New, MACD and Disconnect requests.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Negotiated and managed third-party contracts related to project deliverables.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Proved successful working within tight deadlines and a fast-paced environment.
- Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
- Improved client relationships, consistently meeting or exceeding project expectations and maintaining open lines of communication.
UNIX Incident Manager
Hewlett Packard, HP
Heredia, Provincia de Heredia
07.2008 - 01.2010
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
- Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.
- Provided expert guidance during critical incidents, assisting technical teams in resolving complex issues quickly and effectively.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Ensured compliance with industry standards by staying up-to-date on best practices in incident management methodologies.
- Improved incident handling up to a 30% by implementing assignment strategies for P1 and P2 events.
NOC Technical Support Specialist
Fujitsu
09.2006 - 06.2008
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Provided high-level technical support by resolving over 30 daily inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
Education
No Degree - Six Sigma Green Belt
RH Business School
San Jose 05.2001 -
No Degree - Six Sigma Yellow Belt
RH Business School
San Jose 05.2001 -
Associate of Technology - C.I Systems And Network Security Audit
Ilumnio
Virtual 05.2001 -
No Degree - Mikrotik Fundamentals
Next Generation
San Jose 05.2001 -
No Degree - CCNA
Universidad Latina De Costa Rica
Heredia, Costa Rica 05.2001 -
BBA - Business Administration And Management
Universidad Interamericana
Heredia 05.2001 -
High School Diploma -
Liceo Ing. Samuel Saenz Flores
Heredia, Costa Rica 05.2001 -
Skills
Strategic planning and execution
Strategic planning
Process improvements
Operations oversight
Leadership training
Business management
Performance analysis
Cost control
Risk mitigation
Quality assurance
Resource allocation
Interpersonal skills
Teamwork and collaboration
Operations management
Timeline
Director of Operations
JDS Soluciones Internacionales / Nearlinx
11.2018 - 07.2024
BPO Operations Manager
JDS Soluciones Internacionales / Nearlinx
11.2016 - 10.2018
Sr. Voice and Data Project Manager
ReaLLinx
03.2011 - 10.2016
UNIX Incident Manager
Hewlett Packard, HP
07.2008 - 01.2010
NOC Technical Support Specialist
Fujitsu
09.2006 - 06.2008
No Degree - Six Sigma Green Belt
RH Business School
05.2001 -
No Degree - Six Sigma Yellow Belt
RH Business School
05.2001 -
Associate of Technology - C.I Systems And Network Security Audit
Ilumnio
05.2001 -
No Degree - Mikrotik Fundamentals
Next Generation
05.2001 -
No Degree - CCNA
Universidad Latina De Costa Rica
05.2001 -
BBA - Business Administration And Management
Universidad Interamericana
05.2001 -
High School Diploma -
Liceo Ing. Samuel Saenz Flores
05.2001 -
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