Edwin Christie McFarlane

IBM, Alajuela, Costa Rica Led process improvement projects to enhance operational efficiency and productivity. Developed and deployed tools to track progress and ensure alignment with project goals. Collaborated with cross-functional teams to deliver projects on time and within scope. Presented regular reports to senior management, highlighting progress, risks, and key performance metrics.

Developed tools e.g., SharePoint to centralize and streamline daily workflows, improving accessibility and efficiency. Created Excel-based programs to track team productivity and performance metrics. Delivered workshops on performance metrics and team collaboration to boost cohesion and results. Led the implementation of team projects and presented initiatives to drive success. Conducted training sessions to enhance team skills across multiple functional areas.

Led change management and training initiatives to implement new QA processes across teams, ensuring up to date and well-trained staff. Tracked and analyzed performance metrics, delivered weekly client reports, and led continuous improvement initiatives. Conducted in-depth process audits, identified inefficiencies, and implemented corrective actions through coaching, shadowing, and testing. Designed and delivered mentorship programs, leading to QA knowledge development and team member promotions. Developed tools and automated key processes using dashboards and PowerApps, reducing workload and human error. Supported cross-functional collaboration by assisting team members and facilitating knowledge sharing.

Achieved monthly churn reduction targets through proactive customer retention strategies. Controlled promotional costs and credit notes to optimize budget use. Monitored service quality and compliance, recommending process improvements. Reviewed contracts and managed penalty charges to safeguard revenue. Delivered monthly retention reports to management. Analyzed competitor strategies to develop effective countermeasures. Addressed service issues promptly to enhance customer satisfaction and loyalty.