Juan Jose Rojas Avendaño
Industrial Engineer
San José
Summary
Experienced Senior Manager dedicated to enhancing all areas of operations and business administration. A driven leader with a proven track record of conducting in-depth analyses and implementing changes that yield impactful results
Overview
15
15
years of professional experience
9
9
years of post-secondary education
Work History
Process Excellence Senior Manager
Boston Consulting Group
2 2023 - Current
- Streamlined workflows and optimized key processes, leading to a measurable increase in operational efficiency and productivity metrics in 20 -25% in most critical process in the organization.
- Led the deployment of process improvements methodologies across multiple departments, resulting in significant process improvements and cost savings
- Improved customer experience by implementing metrics and processes that reduced lead times, improved responsiveness, and increased overall satisfaction
Renewals Operations Senior Manager
VMWare
2014.10 - 2022.02
- Transitioned, defined and executed operational & engagement model for Renewals Sales Support Process in Costa Rica, Bulgaria and India.
- Set up and managed Renewals Support Sales teams of +100 collaborators in Costa Rica Bulgaria and Atlanta. Ensuring consistency across policies, procedures, and operating standards.
- Successfully set up and managed Renewals M&A SaaS quoting and opportunity management teams in Costa Rica, Bulgaria and India.
- Delivered business strategy and developed process and procedures to improve operational KPIs and team efficiency in all teams. +95% processes documented, policies created, established measurements and ensuring stakeholders engagements.
- Maintain employee attrition rate below 8% over period of 5 years.
- Process optimization and transformation focus across team. +15% efficiencies YoY. Delivered 45% automation and process optimization, 90% improvement in main operational KPIs.
- Lead organization strategy and programs in Costa Rica (+100 collaborators) as WW Sales Management Support Site Lead .
Continuous Process Improvement Lead
Hewlett Packard
2013.02 - 2014.10
- Managed contract acceleration project for one year. Improved quality by 50%, decreased operational costs by 48%, increased productivity in contract creation by 75% and turn around time decreased by 30% in US and 80% in LATAM
- Implemented and train Six Sigma and Lean Training for +100 employees.
- Document more than10 critical process and established key measurements for customers business reviews.
- 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.
Contact Center Supervisor
Hewlett Packard
2009.05 - 2012.06
- 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%
Education
Master of Business Administration - Marketing
Tecnologico De Costa Rica
San Jose 2016.07 - 2019.12
Master of Science - Industrial Engineering
Universidad De Ciencia Y Tecnología ULACIT
San Jose 2005.07 - 2006.08
Bachelor of Science - Industrial Engineering
Universidad De Ciencia Y Tecnología ULACIT
San Jose 2001.04 - 2005.06
Diploma Degree -
Disruptive Innovation
Harvard Business School Yellow - Green Belt - Black Belt
PXSProject Management Institute
PMP 2001.05 -
SaaS Fundamentals Essentials
Skills
Analytical thinking and innovation
Reasoning and problem-solving
Communication Skills
Project Management
Comfort With Ambiguity
Building Relationships
Data analysis
Operations management
Customer Service
Change Management
Business planning
Process Improvement
Troubleshooting and problem resolution
Timeline
Master of Business Administration - Marketing
Tecnologico De Costa Rica
2016.07 - 2019.12
Renewals Operations Senior Manager
VMWare
2014.10 - 2022.02
Continuous Process Improvement Lead
Hewlett Packard
2013.02 - 2014.10
Contact Center Supervisor
Hewlett Packard
2009.05 - 2012.06
Master of Science - Industrial Engineering
Universidad De Ciencia Y Tecnología ULACIT
2005.07 - 2006.08
Project Management Institute
2001.05 -
Bachelor of Science - Industrial Engineering
Universidad De Ciencia Y Tecnología ULACIT
2001.04 - 2005.06
Process Excellence Senior Manager
Boston Consulting Group
2 2023 - Current
Diploma Degree -
Disruptive Innovation
Yellow - Green Belt - Black Belt
SaaS Fundamentals Essentials
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