Roy AndersonSan Joaquin de Flores Heredia

8982-7736 randerson@ice.co.cr

Dear Sir / Madam

In response to your search for qualified candidates, please accept my resume and cover letter as a formal expression of my interest for a job opening for a Customer Service Director position. My background and experience managing customer services operations makes me and ideal candidate to join your management team.

As detailed in my resume, I am currently performing internal controls as Segregation of Duties (SOD) managing 966 SAP licenses and SAP users for Latin America Region in addition to that performing as Control Tower assigned to provide support to three countries (Canada, Mexico and Brazil) for accounts payable P2P operations currently outsource by Hewllet Packard HP located in Costa Rica and India. Some of the strengths and accomplishments that you will find in my accompanying resume include:

More than 15 years of experience as manager of different business activities such as, Technical front desk customer services, accounts payable (SAP platform) quality assurance, collections, hard collections, billing and sales.

Extensive experience leading specific teams developing cost saving and process improvements

First Choice Master Bronze certified First Choice Silver certified Customer international specialist certified and currently delivering training to DHL

colleagues Fully customer service oriented with excellent negotiations skills Bilingual in English and Spanish Demonstrative successes on project management and implementation of the best

practices for quality assurance, customer service data maintenance and management International business trainer capabilities for workforce and people development Quality Assurance expert Strong project management skills team work and controls

Looking forward to meet you soon to discuss your specific organizational needs and my potential role in fulfilling those needs. Thank you for your consideration.

Sincerely,

Roy Anderson

Enclosure

Roy AndersonSan Joaquín De Flores, HerediaResidencial Villa Luisiana(506) 8982-7736 randerson@ice.co.cr

Objective Be able to meet the expectations of the business need for a job opening position that will utilize my years of progressive, managerial experience and skills

Employment Experience

06/13 P2P Control Tower/ SOD Manager DHL Shared Service Center Currently Performing project management and business optimization for the DHL Express business unit, within my regular duties to manage the Segregations of Duties business unit for DHL SAP Platform, Latin America Region, at the same time performing as Control Tower for P2P Canada, Mexico and Brazil provided by HP for the Accounts payable outsource services.

10/10 to 1/13 Project Manager Grupo STT , - Ultra Park II Lagunilla Heredia

Senior Project Manager for STT/BPO operation located at Ultra Park Free Trade Zone, Managing more than 115 resources for the accounts payable operation, processing more than 140K records per month.Project Manager for the Shared Service Center, collections, IT tier 1 customer service and Invoicing.

02/10 – 10/10 Call Center Customer Service Manager (consulting contract)Grupo Monge Performed as Call Center Manager for the Shared Service Center

7/08 – 12/09 Operations Manager Digital Arbor,- Zona Franca Global Park

Organized and directed through engaged in central administrative functions including fiscal compliance, facilities management, purchasing, decentralized personnel. Supervised trained and evaluated subordinate management and supervisory staff; coordinated and directed budget preparation for the operation. Develops operation position statements and official reports, perform internal

accounting audits and keep control of all free trade zone rules and regulations.

10/07 – 06/08 Operations Manager AvVenta Managing digital production projects and facilitating quality assurance

03/05 - 7/07 Quality Assurance ManagerFujitsu Consulting,- Zona Franca Ultra Park

Developed and managed staff to Ramp up the New Fujitsu Consulting Costa Rica Call Center and provide customer service support to more than 3 million DSL customers. Managed one Quality Assurance lead and 41 quality analysts, providing support to operations and monitoring to three different services. Successful implementation of remote monitoring techniques, (video & audio) Development and implementation of the Quality Assurance recognition program Development and implementation of the monitoring processes and procedures QAM systems (quality assurance management up to 40 QA analysts)Defined and implement key quality indicator to monitor and control external customer service campaigns

05/03 – 01/05 IBASA Quality assurance consultants Performed as call center consultant, (own business) providing support to different companies such as LT Baroda, S.A, Almacenes Casa Blanca. Major accomplishments the development and implementation of CRM systems, remote call monitoring systems and quality measurement metrics, development and implementation of quality assurance recognition and employees bonus programs.

1/01 - 3/03 Quality Assurance ManagerITS - Torre Mercedez Paseo Colon

Designed, development and implementation of quality assurance processes and procedures for ITS information services (Call Center) 26 different services performed by 174 agents. Developed and implementation of the quality assurance measurement indicators for credit card holders. Banco UNO, Aval Card. In charge of the monitoring collections and hard collections departments and measuring the success indicators to be reported to the board of directors of the company; successful implementation of the QA indicators Scorecard for the sales department and collections; successful development and implementation of the quality evaluations tracking systems; strong knowledge on use of monitoring tools such as Witness, Nice and others; assisted in the development of improved cost reports, which is still being used by the company.

02/98 -11/01 Customer Support & Accounts Payable Supervisor Intel De Costa Rica S.A. - San Antonio de Belen

Successful implementation of an internal invoice scanning system, allowing the AP department reduces payment processing and delays (imaging) for local and foreign

suppliers Successful development and implementation of Suppliers payment surveys, allowing INTEL to review payment trends, supplier feedback and fast payment needs. Successful development, negotiation and implementation of the pay in advance discounts program with local suppliers.

02/95 – 01/98 Call Center Customer Service Supervisor ACER Information Services - (Today Sykes) Free Trade Zone Global Park

Successfully lead 19 team customer service technical agents and promoted 9 of them into key positions within the company

Education Major in Business Administration / Accounting UPA (U-Panamericana) 1998Bachelor Degree on Business Administration UPA (U-Panamericana) 1997Private Accountant Diploma (CPI 8450) from Castro Carazo School 1988English As Second Language (ESL) Degree from CCCN 1986 (Oral, Written and Reading)

Other Studies

Strategic Training Specialist degree certification from Development Dimensions International DDI (MEXICO) 1999MAP/AT&T (Managing Accelerated Performance) Certification (Similar as COPC) 2006 SAP / ADM940 Authorization Concept AS ABAP certification 2014First Choice DMAIC Six Sigma Certification 2014 Six Sigma Green Belt best practices First Choice Master Silver Certification 6/8/15 Six Sigma Green Belt best practices

References are available on request.