Carlos Rodriguez

Como líder experimentado, aporto más de 5 años de experiencia abarcando operaciones de cliente, gestión de proyectos y análisis de datos. Dentro del dinámico ámbito del iGaming, he guiado y desarrollado con éxito equipos multifuncionales, capacitándolos para prosperar de manera autónoma.

He liderado numerosos proyectos que han beneficiado significativamente al negocio, optimizando y automatizando el día a día de los centros de contacto y diversas áreas operativas dentro de este campo, como aseguramiento de calidad, gestión de personal y capacitación.

Team Manager | High 5 Games

• Led the mapping of the customer service operations by creating SOPs and workflow diagrams that helped to reduce operational cost by reducing handle times. 
• Effectively communicated and assigned different activities and set expectations to 18 associates. 
• Managed the migration from a back-office operation to live support contact by strategically planning the integration of different software solutions. 
• Worked as SME for CRM updates by negotiating with different stakeholders of the customer operations based on user needs and priorities.

Team Manager | Avatar Communication

• Headed the integration of a new customer approach on live interactions that increased CSAT by 34% in the first year.
• Applied critical thinking to analyze customer experience results and develop mitigation plans aimed at preventing customer inactivity or abandonment. 
• Actively participated in the implementation of new technologies within the organization such as Salesforce, SharePoint, and blockchain by managing different integration phases. 
• Effectively delegated responsibilities to a team of 16 associates, and also conducted deep analysis of KPIs and developed coaching plans. 
• Supervised the integration of a ticketing management system, and defined internal KPIs, policies and roles in the department and carried through the recruitment and training strategies to replicate among new areas of the business.

Dispatch Lead | World Wide Express

• Led the implementation of all new operational software integrations for customer management and communications.
• Solved different day-to-day problems related possible delays on ETAs and tasks conclusion. 
• Evaluated project proposals or strategies, considering various factors and potential outcomes before making informed decisions. 
• Strategically planned weekly workforce allocation to ensure coverage for all shifts

Project Manager Tecnológico de Costa Rica, 2024. 

Scrum Master RH Business School, 2022 

Product Owner RH Business School, 2021 

Effective Recruitment Tools ADEN Business School, 2020

Associate Degree: Business Administration Tecnológico de Costa Rica, 2019