Open to opportunities

Daniel Vasquez

@danielvasquez1

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Operations and Service Delivery Manager specializing in workforce analytics and customer support improvements.

Brazil

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What I'm looking for

I’m seeking new opportunities to leverage operations management, workforce analytics, and client engagement to drive business success—improving KPI/SLA performance through continuous improvement, strong team leadership, and reliable 24x7 service delivery readiness.

I’m an experienced operations and service delivery manager with a strong background in workforce management, analytics, and customer support across leading organizations such as Philips and Google (via S.G.Sutherland Global), plus Scotiabank and Teleperformance.

At Philips, I manage regional Service Delivery functions—including the Service Desk and IT Governance (ITIL, PMO, Financials)—and I build and run the Service Catalog and Install Base Service Level Agreements. I ensure services are performed to agreed Infrastructure SLAs, manage a 20+ team of engineers, and drive operational targets across Applied Time/Utilization, Service Level, Remote Resolution, Net Promoter Score, Aged Work Orders, and Employee Engagement.

I bring hands-on expertise in workforce optimization, real-time monitoring, process improvement, and financial planning, including workforce management activities like payroll, expenses, employee time off, and KPI reporting. I also use data and analytics (SQL, Salesforce, advanced Excel) to forecast volumes, schedule staffing, run RCA and corrective actions, and maintain readiness for 24x7 customer escalations using lean principles and continuous improvement—because great delivery depends on strong teams and clear, timely execution.

Experience

Work history, roles, and key accomplishments

Support Manager

Philips

Jul 2019 - Sep 2025 (6 years 2 months)

Managed regional Service Delivery, including the Service Desk and IT governance (ITIL, PMO, financials), and established service catalog and infrastructure SLAs. Led a 20+ engineer team, ensured SLA compliance through monitoring and controls, and supported workforce management, 24x7 customer escalations, and annual budget planning via lean continuous improvement.

Service Delivery Management SLA Management ITIL Workforce Management Team Leadership Salesforce SQL Excel Quality Assurance Financial Planning

Operations Manager

Sutherland

Mar 2019 - Jul 2021 (2 years 4 months)

Owned service delivery for client operations by meeting customer experience and productivity/efficiency KPIs while improving internal ROI. Managed QA and lifecycle readiness, drove RCA and corrective actions, designed monthly bonus plans reaching at least 90% of the population, and ensured timely, successful solution delivery aligned to SLA and shrinkage/attrition goals.

Service Delivery Management SLA Management Business Analytics Quality Assurance Process Improvement Salesforce SQL Stakeholder Management Workforce Management

Lead Workforce Analytics

Sutherland

Aug 2018 - Feb 2019 (6 months)

Provided data, analytics, and resource management to ensure staffing levels matched incoming contact volumes while meeting associate and business needs. Forecasted contact volumes, scheduled staff based on intraday changes and absenteeism, created a business continuity plan (BCP), and used workforce optimization tools with real-time monitoring and SQL/Excel reporting.

Workforce Analytics Forecasting Workforce Management Monitoring Business Continuity SQL Salesforce Excel Scheduling Data Reporting

Real Time Analyst

Sutherland

Jun 2017 - Jul 2018 (1 year 1 month)

Delivered real-time monitoring and made intraday staffing adjustments to maximize resource efficiency and meet service-level objectives. Produced daily/biweekly/monthly internal reports, collaborated with operations to improve delivery processes, and used tools such as Verint Real-Time Adherence and Avaya CMS Supervisor.

Monitoring Intraday Adherence Verint (Real Time Adherence)Workforce Management Process Improvement SLA Management Reporting Salesforce Customer Service

Technical Representative

Sutherland

Dec 2015 - Jun 2017 (1 year 6 months)

Responded to technical customer inquiries in a timely manner and analyzed issues to provide logical, actionable solutions. Logged and analyzed technical service inquiries to identify trends, tested and troubleshot returned items, and contributed input on technical tools for customers and employees.

Technical Support Customer Service Troubleshooting Trend Analysis Quality Assurance SLA Management Salesforce Case Management Returned Item Testing

Bilingual Financial Advisor

Scotiabank

Mar 2014 - Jun 2015 (1 year 3 months)

Provided financial planning support to clients by preparing financial plans and ensuring accuracy of submitted information. Responded to prospective customer questions, supported investment professionals, and monitored legislative updates affecting financial planning.

Financial Planning Client Relationship Management Customer Service Sales Support

Customer Care Agent

Teleperformance

Sep 2012 - Mar 2014 (1 year 6 months)

Handled inbound customer calls for billing issues, product problems, and service questions while maintaining a high level of professionalism. Resolved issues, updated customer information in the service database, and helped convert frustrated callers into repeat customers.

Customer Service Billing Support Customer Retention Communication Skills Troubleshooting

PC & Printer Technician

Blue Agencia

Sep 2011 - Sep 2012 (1 year)

Performed PC and printer technician duties to support ongoing hardware maintenance and troubleshooting needs. Ensured timely resolution of user hardware issues through standard technical support practices.

PC Hardware Support Printer Support Technical Troubleshooting Technical Support Diagnostics Hardware Maintenance Troubleshooting Service Delivery