Looking for a job

Danilo Barrantes

@danilobarrantes

Operations and people management leader at Cognizant, improving policy servicing consistency, compliance readiness, and team performance.

Costa Rica

Message

At Cognizant, I lead policy servicing operations in Costa Rica, focusing on service levels, quality, compliance, and day-to-day performance. I align supervisors, support resources, and cross-functional stakeholders around coverage and escalation priorities.

I’ve strengthened process governance, documentation discipline, and lifecycle management across critical administrative workflows, while supporting associate development through coaching and readiness activities.

At TEK Experts, I improved CSAT and incident-resolution metrics through backlog management, QA audits, and performance follow-up. As Section Manager, I implemented a case hygiene strategy that improved resolution metrics and CSAT by 9–10%.

Earlier, at Concentrix S.A., I managed teams across chat, email, and phone support and used DMAIC action plans to address performance gaps. My background also includes COPC-based KPI management and Microsoft reporting and triage processes.

Experience

Work history, roles, and key accomplishments

Current

Team Manager, Policy Servicing

Current

Cognizant

Lead operational execution for policy servicing teams with focus on service levels, quality, compliance, and day-to-day performance management. Drive coaching, documentation, process alignment, and readiness activities to support delivery standards and associate development.

Service Level Management Quality Assurance Compliance Performance Management Coaching Process Alignment Documentation Escalation Management

Team Manager, Software Support

Tek Experts

Nov 2021 - Jun 2022 (7 months)

Directed a team of 30 in technical software support operations with focus on customer outcomes, backlog control, and quality management. Enhanced CSAT and incident-resolution metrics through proactive backlog management, QA audits, and performance follow-up.

Technical Support Customer Satisfaction Backlog Management Quality Assurance Performance Management Incident resolution Reporting Analysis

Support Engineer Manager, Dynamics M365

Tek Experts

Oct 2021 - Dec 2021 (2 months)

Managed the closure and transition of Costa Rica business operations across five disciplines. Oversaw customer support delivery, change management, and KPI-driven performance during a business transition period.

Change Management Customer Support KPI Management Transition Management Operations Management

Section Manager

Tek Experts

Oct 2018 - Jun 2021 (2 years 8 months)

Led operations for up to 80 direct reports across multiple accounts, balancing customer delivery, people management, and KPI performance. Implemented a case hygiene strategy that improved resolution metrics and CSAT by 9-10%.

Operations Management People Management KPI Management Case Hygiene Process Adherence Reporting Compliance Customer Satisfaction

Team Manager, Dynamics ERP Support

Tek Experts

Aug 2019 - Feb 2020 (6 months)

Led 36 direct reports with focus on retention, capability development, performance discipline, and delivery results. Built an inclusive team culture aligned with global business expectations and customer priorities.

Team Leadership Retention Capability Development Performance Management Customer Focus Diversity And Inclusion

Shift Leader, Critical Situation Management

Tek Experts

Oct 2018 - Jul 2019 (9 months)

Directed critical incident resolution for a team of 35 direct reports in a high-priority support environment. Maintained rapid triage discipline, with 98% of cases resolved within 15 minutes of creation.

Incident Management Triage Critical Incident Resolution Reporting Process Implementation Team Leadership

Senior Team Leader/Acting Operations Manager

Concentrix

Oct 2013 - Oct 2017 (4 years)

Managed teams of up to 150 people across multiple lines of business, including chat, email, and phone support. Created and executed action plans using DMAIC methodology to address performance gaps and improve operational outcomes.