Experience
I have 29+ years of experience in the Technology Services Industry in Costa Rica, starting in the first Contact Center established in the industry and being part of some of the most renowned companies in the global industry, having the chance to establish from ground to fully operational, three companies that lead several pillars of the world's digital transformation, including Virtualization and Cloud, Cybersecurity and Data + Artificial Intelligence.
Director, International Operations
Nov 2022 to Present
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Established the company's legal entity in Costa Rica, successfully registering it as a Free Trade Zone company, which provided significant tax incentives and cost savings.
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Participated in the establishment of the office from the ground up, including site selection, facility setup, and infrastructure development.
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Served as the Legal Representative of the Costa Rica office, ensuring compliance with all local regulations and acting as a liaison between the company and Costa Rican authorities.
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Managed a rapid team expansion, increasing the office headcount close to 100 employees in just nine months (Jan 2024), while maintaining a strong company culture and high employee satisfaction. This expansion included all areas of business, such as Finance, HR, Marketing, Sales Support, IT, Customer Support, Business Intelligence, Partner Management, Contract Management, Legal, Real Estate & Workplace, and various other functions.
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Invested time and efforts to build an amazing company environment and culture aligned with Corporate Culture and Values while actively participating in the New Hire Onboarding process to have a positive effect on attraction and retention of potential candidates and employees.
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Currently working on the successful implementation of key performance indicators (KPIs) to monitor the office's growth and operational efficiency.
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Currently working on establishing a strong relationship with local suppliers and partners, optimizing operations.
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Orchestrating and directing the expansion strategy for the company into multiple international markets, coordinating the International Steering Committee, facilitating cross-functional collaboration and alignment among key stakeholders in the international expansion process.
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Conducted thorough market research and feasibility studies to identify and prioritize new international markets for expansion.
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Collaborated with legal and compliance teams to establish new legal entities in target countries, overseeing the entire process from entity creation to operational readiness.
Managing Director
Nov 2018 to Oct 2022
Scope: ~80+ Employees and Contractors
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As Managing Director and Legal Representative, I led the establishment of Palo Alto Networks' office in Costa Rica, as a Free Trade Zone company, overseeing its growth to over 80 collaborators. This expansion included all areas of business, such as HR, Marketing, Sales Support, IT, Contract Management and other functions.
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Orchestrated the growth trajectory for the Costa Rica office during the difficult times of the COVID Pandemic, ensuring the safety of our collaborators while identifying new ways to maintain connections for social, business and development interaction.
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Established market presence and brand recognition for Palo Alto Networks in the technology industry in Costa Rica. Leveraged innovative strategies to enhance the brand for attraction and retention of candidates and employees.
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Fostered a robust communication and engagement model with business partners and stakeholder teams, investing in collaboration and alignment of objectives. Set and communicated clear goals, providing motivation and steering operational initiatives, including process enhancements, tools and system improvements, and scalability efforts.
Managing Director
Dec 2012 to Dec 2017
Scope: Close to 800 Employees and Contractors .
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As Managing Director and Legal Representative, I led the establishment of VMware's office in Costa Rica as a Free Trade Zone company, overseeing its exponential growth from 18 to over 700 collaborators. This expansion included all areas of business, such as Finance, HR, Marketing, Sales, IT, Support, Business Intelligence, Partner Management, Contract Management, Legal, Real Estate & Workplace, and various other functions.
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Orchestrated the growth trajectory for the Costa Rica office, becoming the fastest-growing site within VMware. Achieved consistently high rankings in Corporate evaluations, notably scoring exceptionally well in VMware's 2016 Employee Net Promoter Score (NPS) and Employee NPS achieving 1st place in Costa Rica and 8th place in Central America for companies between 100 and 1000 employees in Great Place to Work, reflecting a commitment to an outstanding work environment and company culture.
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Established an amazing market presence and brand recognition for VMware, solidifying the company's position as a prominent and respected entity in the technology industry in Costa Rica. Leveraged innovative strategies to enhance VMware's brand for attraction and retention of candidates and employees.
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As part of my role leading Global Site Operations Leader, we established a seamless connection between teams in India and Costa Rica while effectively bridging the gap between Corporate, US, India, Ireland, and Costa Rica Sites. Focused on fostering collaboration and synergy across international locations.
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Built the connection of global sites such as India, Costa Rica, Ireland, Bulgaria, and the US, standardizing a Site Governance Model to ensure consistency and promote the adoption of best practices across diverse locations, driving operational excellence company-wide.
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Fostered a robust communication and engagement model with business partners and stakeholder teams, investing in collaboration and alignment of objectives. Set and communicated clear goals, providing motivation and steering operational initiatives, including process enhancements, tools and system improvements, and scalability efforts.
Manager, Americas Total Customer Experience
Aug 2010 to Jul 2012
Manager Level 2, Client Operations
Sep 2008 to Aug 2010
Manager, Business Operations
Oct 2007 to Sep 2008
Manager, Training & Development
Feb 2007 to Sep 2007
Manager, Client Operations
Mar 2006 to Nov 2006
Supervisor, Client Services
May 2003 to Mar 2006
Team Manager, Customer Services
Sep 1999 to May 2003
Team Manager, Critical Escalation Team
Sep 2000 to Jun 2001
Supervisor (Acting), Customer Service
Aug 2000 to Feb 2001
