Juan Jose Rojas Avendaño

Established a robust governance framework for managing and overseeing core business processes

• Implemented a comprehensive internal client feedback management process to enhance client satisfaction, expediting issue resolution, and enabling data-driven decisions. This process fostered continuous improvement and collaboration, enhanced transparency and trust
• Led Process Excellence strategic initiatives that increased operational efficiency by 20-25%.
• Led Process Excellence initiatives that integrates technology into all areas of a business, fundamentally changing how the business operates and delivers value to clients

• Managed a diverse team of over 80 members, maintaining low attrition, ensuring consistency across policies, procedures, operating standards and stakeholders satisfaction
• Initiated and guided cross-functional teams for M&A activities, enhancing SaaS operations and customer engagement.
• Led organization strategy and programs in Costa Rica (+100 collaborators) as WW Sales Management Support Site Lead .

• Led the migration of the renewals process from an outsourced vendor to VMware, achieving a 20% cost reduction and improving process efficiency by 15%.
• Designed, led, and implemented an operational model for Renewals Sales Support in two global locations, enhancing team productivity and customer satisfaction.
• Directed successful change initiatives, ensuring seamless transitions during organizational restructuring efforts, which maintained a 95% employee retention rate.
• Supervised a team of 25 staff and ensured 100% compliance with company policies and procedure

• Managed key projects that significantly improved quality by 50%, operational costs by 48%, productivity by 75% and turn around time by 30% in US and 80% in LATAM
• Implemented and trained Six Sigma and Lean Training for +100 employees.
• Co-lead implementation of controls and enhancements in Partners and Sales incentives process. +$10M annual savings due to incorrect process followed. Obtained excellence award given by Costa Rican Chambers of industries.

• Led and consolidated multiple teams of +20 employees in Costa Rica.
• Maintained 97% satisfaction rating in customer technical care support team.
• Constantly exceed KPIs by 5-10% YoY
• Implemented 2E2 engagements across teams to discuss goals, updates, and challenges, increasing productivity across departments by 20% YoY
• Consistently meeting and followed quality standards and procedures to minimize errors and maximize customer satisfaction.
• Evaluated quality problems and performed actions to identify and resolve issues which helped to decrease customer iterations by 25%