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Gisele Costa

@giselecosta

Program Manager at HCL TECH who improved order management, billing integrity, and service performance for enterprise clients.

United States

Message

At HCL TECH, I coordinated customer escalations across technical, operations, and account teams, and enforced service level agreements for enterprise clients.

I also streamlined order management workflows and audited invoices to correct financial discrepancies. By analyzing service metrics and KPIs, I identified bottlenecks and reported actionable insights to improve service quality.

Previously, at VERIZON ENTERPRISE SOLUTIONS, I governed service delivery and SLA reporting, developed reporting frameworks, and supported data-driven planning. I hold a Bachelor of Science in Business Administration with a concentration in Project Management, am a Certified Scrum Master, and have ITIL v3 Foundation and Intermediate certifications.

Experience

Work history, roles, and key accomplishments

Current

Real Estate Broker

Current

Navigate Realty

Apr 2026 - Present (7 months)

Built lasting client trust and rapport, guiding buyers and sellers through all stages of real estate transactions. Conducted comprehensive buyer consultations, negotiated favorable terms, and utilized CRM and marketing tools to drive conversions.

Relationship Management Transaction Management Consultation Sales Market Consulting Contract Negotiation CRM Lead Generation Marketing Compliance

Program Manager

HCLTech

Nov 2023 - Apr 2026 (2 years 5 months)

Served as central point of contact for customer escalations, coordinating cross-functionally to resolve complex network incidents, order management, and billing disputes. Enforced SLAs, managed end-to-end order management, and conducted billing audits to protect revenue.

SLA Management Escalation Management Order Management Billing Audit Performance Analytics Executive Reporting Continuous Improvement Cross Functional Collaboration

Program Manager

Verizon Enterprise Solutions

Jan 2021 - Oct 2023 (2 years 9 months)

Served as central point of contact for clients, executing strategic escalation management to resolve complex network, order, and billing issues. Oversaw end-to-end service delivery, streamlined operational workflows, and analyzed performance metrics to drive improvements.

Escalation Management Service Delivery Order Management Incident Management Billing Management Data Analysis performance reporting Cross Functional Collaboration

Service Level & Reporting Manager

Verizon Enterprise Solutions

May 2017 - Jan 2021 (3 years 8 months)

Oversaw IT service delivery against SLAs, OLAs, and UCs, ensuring compliance and customer satisfaction. Acted as primary liaison for escalations, produced performance reports, and initiated continual service improvement plans.

SLA Management Escalation Management performance reporting KPI Monitoring Continuous Service Improvement (CSI)Cross functional Governance Process Optimization

Sr. Business Operations Analyst

Verizon Enterprise Solutions

Mar 2015 - May 2017 (2 years 2 months)

Governed global data assets for workplace strategy, providing executive leadership with monthly strategic reports. Directed data analysis for performance and capacity metrics, and spearheaded enhancement of data management processes and dashboard visualizations.

Data Analysis Performance Metrics Business Intelligence Dashboard Visualization Risk Mitigation Reporting Strategic Planning