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Isaac Z. — Senior Telecommunications Operations Manager from Costa Rica

Isaac Z.

Senior Telecommunications Operations Manager

Costa Rica 6+ years
Open to offersNew to Platform
Languages
EnglishSpanish
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About

Isaac Z. is an accomplished leader with over 20 years of experience in the telecommunications, logistics, and technology sectors across Costa Rica. His career encompasses roles in Quality Assurance, Workforce Management (WFM), and technical support, with a specialization in transforming underperforming teams into industry benchmarks. At Brillio, Isaac boosted the PL Support Team’s productivity from 25% to over 600% in a single quarter, achieving 0% attrition and earning the #1 Global PL Support Service ranking for four consecutive months. He has managed critical operations in B2B logistics at American Airlines Cargo and Bethel Logistics, and enhanced service delivery as a Quality Analyst at Qualfon Strides. Isaac’s professional training includes Six Sigma (Green Belt), Scrum Foundation, and advanced certifications in customer service and management. His expertise extends to Microsoft Tech Support, IPTV, data analysis, and the implementation of BPM and SOA frameworks to streamline enterprise processes.

Experience

  • Quality Analyst

    Qualfon Strides · 2022 — 2025
    Conducted quality analysis to improve service delivery and compliance standards.

  • Cognia International Certification Supervisor (Special Project – Contract)

    Saint Gregory School · 2021 — 2021
    Supervised a special project focused on achieving Cognia international certification.

  • WFM / Intra Day Analyst

    CSS Corp · 2018 — 2019
    Analyzed workforce management and intraday operations to optimize team performance.

  • Senior PL Support Specialist Microsoft Team Leader / SME

    Brillio Costa Rica · 2017 — 2018
    Led the PL support team, acting as a subject matter expert while managing overall team productivity.

  • Microsoft Tech Support Tier 1 / Autodesk Tech Support Tier 1 / Back Up Supervisor / Licensing / Invoicing / Billing / Credit Cards Transactions

    Teleperformance Costa Rica · 2014 — 2017
    Provided technical support for Microsoft and Autodesk products, while overseeing licensing and financial transactions.

  • Sales / Retention / Invoicing / Billing / Credit Cards Transactions / SME / Floor Support

    The Results Companies · 2017 — 2017
    Focused on sales and retention efforts, managing invoicing and billing duties alongside floor support.

  • Supervisor / Back Up Trainer

    Convergys Costa Rica · 2010 — 2013
    Supervised operations and served as a backup trainer, ensuring effective team performance.

  • TV Production Department Supervisor

    ITVN Costa Rica · 2009 — 2010
    Supervised the TV Production Department, overseeing production activities and team management.

  • Customer Service & Collections Agent / Invoicing / Billing

    Qualfon · 2009 — 2009
    Provided customer service and collections support while managing invoicing and billing processes.

  • General Manager Assistant / Customer Service Manager / B2B

    Servicios Aduaneros Bethel (Bethel Logistics) · 2003 — 2008
    Handled customer service and invoicing tasks, managing people and logistics services in a B2B environment.

  • General Manager Assistant

    American Airlines Cargo · 2002 — 2003
    Assisted the General Manager in logistics and freight services, focusing on invoicing and billing for cargo.

  • Technical Support / Sales Department Specialist / B2B

    G & S Tecnologia S.A · 2001 — 2001
    Handled technical support tasks while participating in sales efforts within the B2B sector.

  • TV Production Department Supervisor

    TVM Channel 27 · 1998 — 2000
    Supervised the TV Production Department, driving production activities and team coordination.

  • Advanced Computer Technician / IPTV / Networks

    null · 1998 — Present
    Engaged in technical support for computer systems, IPTV, and network operations.

  • Customer Service Supervisor / Sales Specialist / Invoicing / Billing / B2B

    Televentas Channel 27 · 1996 — 1998
    Oversaw customer service operations alongside sales responsibilities, managing invoicing and billing for B2B engagements.

Skills & Expertise

BloggerQuality AssuranceTech Support

Education

  • Business Administration
    University Of The People · 2026 — Present
  • Network Technician (CCNA)
    Instituto Tecnologico De Costa Rica · 2026 — Present
  • Digital Cinema – Professional production, directing and editing
    Crown Theological Seminary · 2020 — Present
  • Professional production, directing and editing for radio stations
    SUDEVO Institute · — — 2006
  • Computer Technician: Advanced Maintenance of equipment
    Instituto Informatico De Costa Rica · — — 2000

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