Mario Vidal

Raised over $10 million in program revenue. Implemented new software solutions across the entire company and coordinated with internal stakeholders to ensure program delivery.

Managed a portfolio of over 40 accounts, significantly increasing revenue. Implemented new software solutions across the company to enhance operational efficiency.

Led and managed schedules for a team of over 70 language coaches. Compiled app feedback and reviewed app content, including abuse reports.

Designed support workflows and policies, and managed the app's QA Testing process. Provided technical and customer support to app users.

Set, maintained, and monitored Support KPIs and goals. Delivered complex reports for upper management and deployed various systems to measure success.

Coordinated communication strategy, press releases, and app/site content. Built, hired, and maintained the Support Team, including policies, knowledge base, and CRM system implementation.

Led a support team, ensuring constant improvement in support policies and procedures. Maintained and monitored Support Team KPIs and goals, and set efficient escalation and bug reporting procedures.

Coordinated communication strategy and led large teams of volunteers, then built a full-time Support Staff. Set, maintained, and monitored Support Team KPIs and goals, including CRM system transition.

Created and executed test plans for software, mobile apps, and other computer applications to ensure proper design and function. Ensured full compliance with agency requirements and tight deadlines, coordinating test phases in an agile development cycle.

Coordinated ongoing trainings and prepared complex statistical reports for upper management. Developed and implemented Kaizen projects to ensure more efficient operational performance and increased customer satisfaction.

Promoted and outlined Kaizen projects to improve customer satisfaction. Provided technical and customer support for Amazon's third-party sellers, advising clients on resolving claims and disputes.

Monitored and evaluated the quality of service provided by Service Desk Specialists. Determined Quality KPIs and goals to diagnose and improve Agent's Performance, and developed Quality and Six Sigma Projects.

Provided support and troubleshooting services in Spanish, French, and English for hardware and software, including network connectivity and Active Directory. Participated in IT and infrastructure projects, routing and prioritizing incidents and requests.

Monitored, evaluated, and diagnosed strengths, weaknesses, opportunities, and threats in service workflow and provided service across two support locations. Developed Quality and Six Sigma Projects to improve performance and defined/standardized KPIs and Quality Standards.

Tested and identified bugs in various MSN software products. Provided technical support in Spanish, French, and English for users worldwide, and handled abuse reports in MSN groups.

Studied culinary arts at Politécnico Internacional Culinary School from 2016 to 2019.

Pursued a degree in Systems Engineering at Universidad Latina from 2009 to 2011.

Studied Portuguese at Centro de Estudos Brasileiros from 2007 to 2009.

Attended the Acting School at Universidad Nacional de Costa Rica from 2006 to 2008.

Obtained the DALF Diploma from Alliance Française between 2006 and 2007.

Completed Advanced English studies at Britannic Institute from 2005 to 2006.

Obtained a High School degree from CTPH between 2002 and 2006.

Achieved the DELF Diploma from Alliance Française from 2002 to 2005.