Summary
Overview
Work History
Education
Skills
Certification
Languages
CORE COMPETENCIES
Timeline
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Oscar Gutierrez Austin

Heredia

Summary

Results-driven professional with extensive experience in leadership and people development, global knowledge management, training, and business process improvement. Adept at leading teams, driving operational efficiencies, and delivering high-quality business insights through data analysis and reporting. Skilled in strategic communication, stakeholder management, and process optimization to enhance customer experience and business performance.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Global Knowledge Management and Training Specialist

AMADEUS
05.2023 - 01.2025
  • Managed and contributed to worldwide projects, optimizing processes.
  • Organized and delivered training sessions via webinars, live sessions, and video tutorials.
  • Designed and implemented an NPS methodology to assess customer feedback and drive improvement strategies.
  • Developed high-impact reports and dashboards for senior leadership, delivering actionable insights.
  • Developed and managed Business Requirements Documents (BRDs) for system and operational enhancements.
  • Designed standardized procedures to streamline operations across multiple departments.

Hospitality Supervisor

AMADEUS
12.2020 - 06.2023
  • Conducted comprehensive business reviews for senior management on a monthly and quarterly basis.
  • Managed Tier 2 regional customer care teams, ensuring premier services and high-value accounts.
  • Directed Team Leads, reviewing their performance and offering support on skills and projects.
  • Performed QA to evaluate the analyst's performance.
  • Highlighted team achievements in ticket management during client presentations with account managers.
  • Contributed significantly to regional projects for top-tier clients, achieving operational excellence.

Technical Supervisor

CSS CORP
11.2017 - 12.2020
  • Developed business insights tailored for executive review.
  • Managed teams of up to 20 agents, providing training, coaching, and escalation management.
  • Coordinated with HR to identify and select high-potential candidates.
  • Directed teams to ensure optimal performance in voice and chat operations.
  • Delivered technical assistance to customers using VOIP devices, routers, and firewalls.

Technical Agent

CSS CORP - MOVATE
09.2016 - 11.2017
  • Delivered expert technical assistance on VOIP device setup, routers, and firewall configurations.
  • Provided financial assessments and credits based on customer eligibility.

Education

Professional Scrum Master - PSM 1

Omni Academy
International

Bachelor Of Business Administration -

Universidad San Marcos
San José

Lean Six Sigma Green Belt -

AIGPE
International
05.2025

High School Diploma - undefined

MEP Distance education
01.2016

Skills

  • Team Management
  • Six Sigma Methodologies
  • Virtual Team management
  • Data Analytics & Reporting
  • Salesforce, Excel, VOC tools, minitab, Microsoft Tools

Certification

  • Six Sigma Green Belt Certification (2025) – Advanced Innovation Group Pro Excellence (AIGPE).
  • Professional Scrum Master - PSM (Ongoing) – Scrum.org
  • LinkedIn Learning Courses (2022 - 2024)
  • Career Essentials in Generative AI
  • Business Process Improvement
  • Lean Six Sigma: Analyze, Improve, and Control Tools
  • Root Cause Analysis
  • Thought Leadership Development
  • Adaptability as a Manager
  • Process Improvement Foundations
  • Business Analysis
  • Data Analysis & Trends

Languages

Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)

CORE COMPETENCIES

  • Team Leadership & Management
  • Strategic Communications & Stakeholder Engagement
  • NPS Methodology Development
  • Data Analysis & Performance Reporting
  • Training & Onboarding
  • Training Revamps and Material Creation
  • Project Management
  • B2B Communications
  • Business Process Optimization

Timeline

Global Knowledge Management and Training Specialist

AMADEUS
05.2023 - 01.2025

Hospitality Supervisor

AMADEUS
12.2020 - 06.2023

Technical Supervisor

CSS CORP
11.2017 - 12.2020

Technical Agent

CSS CORP - MOVATE
09.2016 - 11.2017

High School Diploma - undefined

MEP Distance education

Professional Scrum Master - PSM 1

Omni Academy

Bachelor Of Business Administration -

Universidad San Marcos

Lean Six Sigma Green Belt -

AIGPE

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Oscar Gutierrez Austin