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Victor Solis
,
, United Kingdom
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United Kingdom
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Language
English
Fluently
Spanish
Good
My experience
2014 - ?
job
COUNTRY MANAGER - LATIN AMERICA
Nester Group USA.
Costa Rica Dec 2014 - Present
Leading IT-services and solutions designed to optimize business performance for top manufacturing companies.
COUNTRY MANAGER - LATIN AMERICA
Provide vision and leadership across business development, operations, and service delivery for Latin America. Shape and direct a strategic roadmap to optimize performance and enhance the customer experience. Coach and mentor a team of 30 to drive full cycle client engagements and customer success. Lead planning and prioritization efforts. Serve as liaison to 5
partners, numerous engineers, project managers, delivery managers, supervisors, dispatchers, and administrative support.
* Led a full restructure of the region to address quality, coverage, compliance, and client satisfaction concerns.
- Gained buy-in to increase headcount resulting in the improvement of end-to-end solution time and cost.
- Defined KPI metrics to measure SLA commitments and audits to hold team members accountable.
* Orchestrated the relocation and expansion of main offices on 2 occasions without any disruption of service.
- Delivered 90% SLA performance for the action center responsible for improving account KPIs.
* Achieved 100% audit score for 5 consecutive years with the introduction of planning and adoption of best practices
to properly handle high parts rotation and varying contract types.
* Resolved 1,700+ pending diagnosis cases in 6 months while overachieving quality and re-repair metrics at 99.03%.
- Enhanced team performance through ongoing training, certification, and KPI measurement.
Leading IT-services and solutions designed to optimize business performance for top manufacturing companies.
COUNTRY MANAGER - LATIN AMERICA
Provide vision and leadership across business development, operations, and service delivery for Latin America. Shape and direct a strategic roadmap to optimize performance and enhance the customer experience. Coach and mentor a team of 30 to drive full cycle client engagements and customer success. Lead planning and prioritization efforts. Serve as liaison to 5
partners, numerous engineers, project managers, delivery managers, supervisors, dispatchers, and administrative support.
* Led a full restructure of the region to address quality, coverage, compliance, and client satisfaction concerns.
- Gained buy-in to increase headcount resulting in the improvement of end-to-end solution time and cost.
- Defined KPI metrics to measure SLA commitments and audits to hold team members accountable.
* Orchestrated the relocation and expansion of main offices on 2 occasions without any disruption of service.
- Delivered 90% SLA performance for the action center responsible for improving account KPIs.
* Achieved 100% audit score for 5 consecutive years with the introduction of planning and adoption of best practices
to properly handle high parts rotation and varying contract types.
* Resolved 1,700+ pending diagnosis cases in 6 months while overachieving quality and re-repair metrics at 99.03%.
- Enhanced team performance through ongoing training, certification, and KPI measurement.
It, LED, Service Delivery, Manager, Audit, Coach, Development, KPI, Support, Business development, Service, Compliance, Leadership, Mentor, Training, Customer experience, Audit, Operations
2010 - 2014
job
REGIONAL DELIVERY MANAGER
CENTRAL AMERICA, CARIBBEAN & PUERTO RICO.
Spearheaded seamless project execution and solution delivery across the region, maintaining customer satisfaction. Drove
performance and continuous improvement in security, process implementation, compliance, and service metrics. Coached
and mentored a team of 2 regional resources, 4 engineers, and 68 partner channels. Cultivated client relationships.
* Improved SLA from 30 days to 3 days, leading to the renewal of $3M+ in government contracts with the creation
of an innovative roadmap to extend support, establish new partners, and improve service models.
* Cut solution rollout time from 4.3 days to 2 days, optimizing both logistics and channel efficiency with data insights
to guide strategic decision-making. Measured significant KPI improvements across Latin America.
* Turned around potentially catastrophic quality product failures across the region and within Latin America.
- Developed an innovative solution, leading implementation efforts to pinpoint and solve multiple failures.
- Rescued relationships, strengthened brand confidence, and eliminated negative media exposure.
* Propelled partner growth, brand expansion, and sales volume by sourcing new partnership and deal opportunities.
- Contributed to the closing of multiple multi-million-dollar contracts.
* Overhauled inventory control, reducing consumption 20% by using root cause analysis to identify the source of increased customer calls, high parts usage, rising costs, and improper handling.
- Modernized training tools and programs across 68 partner channels to improve diagnosis capability.
- Improved service quality and minimized negative customer experience and sales impact.
performance and continuous improvement in security, process implementation, compliance, and service metrics. Coached
and mentored a team of 2 regional resources, 4 engineers, and 68 partner channels. Cultivated client relationships.
* Improved SLA from 30 days to 3 days, leading to the renewal of $3M+ in government contracts with the creation
of an innovative roadmap to extend support, establish new partners, and improve service models.
* Cut solution rollout time from 4.3 days to 2 days, optimizing both logistics and channel efficiency with data insights
to guide strategic decision-making. Measured significant KPI improvements across Latin America.
* Turned around potentially catastrophic quality product failures across the region and within Latin America.
- Developed an innovative solution, leading implementation efforts to pinpoint and solve multiple failures.
- Rescued relationships, strengthened brand confidence, and eliminated negative media exposure.
* Propelled partner growth, brand expansion, and sales volume by sourcing new partnership and deal opportunities.
- Contributed to the closing of multiple multi-million-dollar contracts.
* Overhauled inventory control, reducing consumption 20% by using root cause analysis to identify the source of increased customer calls, high parts usage, rising costs, and improper handling.
- Modernized training tools and programs across 68 partner channels to improve diagnosis capability.
- Improved service quality and minimized negative customer experience and sales impact.
Sourcing, Manager, Contracts, Guide, KPI, Process implementation, Support, Implementation, Growth, Contracts, Service, Compliance, Security, Sales, Continuous improvement, Training, Customer experience
2008 - 2010
job
POST INCIDENT REVIEW SPECIALIST - BREAKDOWN ANALYST
unknown.
Responsible for all facets of a security incident. Triaged and assessed risk, performing real-time analysis and formulating
response strategy. Handled end-to-end incident response to include full-cycle investigations with minimal disruptions and
efficient recovery. Defined policy, incident playbooks, and response workflows. Facilitated post-incident reviews and managed documentation. Identified trends, produced ad-hoc analysis, and generated executive reporting.
* Championed global process optimization initiatives to reduce risk, enabling outstanding SLA performance for all
VIP, enterprise, and mission-critical contracts.
- Contributed to multi-million-dollar contract renewals and improved customer satisfaction.
* Expedited resolution and over-delivered response with custom, detailed action plans with preventative measures.
response strategy. Handled end-to-end incident response to include full-cycle investigations with minimal disruptions and
efficient recovery. Defined policy, incident playbooks, and response workflows. Facilitated post-incident reviews and managed documentation. Identified trends, produced ad-hoc analysis, and generated executive reporting.
* Championed global process optimization initiatives to reduce risk, enabling outstanding SLA performance for all
VIP, enterprise, and mission-critical contracts.
- Contributed to multi-million-dollar contract renewals and improved customer satisfaction.
* Expedited resolution and over-delivered response with custom, detailed action plans with preventative measures.
Contracts, Security, Process optimization, Analyst, Performing, Enterprise, Contracts
My education
?
-
2021
ADEN University
MBA, Strategy & Business Development
MBA, Strategy & Business Development
?
-
2021
Bottega University
Bachelors, Management & Leadership
Bachelors, Management & Leadership
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