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Work Background
Thermo Fisher ScientificHuman Resources Analyst
Feb. 2024Costa Rica
ConcentrixAssociate, People Solution Center
Aug. 2023 - Feb. 2024Costa Rica
AmazonHuman Resources Assistant
Oct. 2021 - Jul. 2023Costa RicaHandle an average of 30/50 tickets from employee per day regarding thebenefits available based on their location by providing a detailed response with resource-full information resulting in clearing the concerns they had. Organized and managed sensitive data input in over 15 spreadsheets retrieving and delivering results of the monthly processes to identify the areas of opportunity and identify which actions had to be kept. Create a more efficient workspace by proactively anticipating department needs such as SOP´s, Training material and visual aids for new hires and team mates that requiere refreshers. Coordinated virtual meetings with outside vendors weekly to discuss team questions and retrieve information for customers and monthly processes.
AmazonCustomer Service Representative
May. 2020 - Oct. 2021Costa RicaAnswered from 30 to 40 customer contacts a day, by taking concerns associate with orders and providing the best solutions that adapt to the customers. Assisted customers with professional services re-schedules, complaints and cancellations that weren't available on the page. Projects: - Composed weekly quality reports with the team metrics to provide visibility of the good practices taken and communicate the areas of improvement. - Supervised team for 3 weeks while manager was on parental leave by ... 1o1´s, team meetings, weekly reports, motivation and keeping the team engage. - Collaborated with mentoring for several team members on action plans and successfully achieved the goals set within 2-3 weeks. - Gathered systematic daily issues with team members and manager to later on report them to the appropriate team for resolution.
ConcentrixTechnical Support Advisor
Aug. 2019 - Mar. 2020Costa RicaSupported customers with hardware and systems issues and made sure this were resolve at the moment and when not successful schedule appointment with near by technician. Researched unknown issues with the devices system and created the apropiate ticket for the IT department. Verified the appropriate usage, enrollment and cancellation of the device added services to optimize the customer experience.
TeleperformanceTechnical Support Representative
Feb. 2019 - May. 2019Costa RicaDescribed self service options to customers to troubleshoot the different devices in their homes and clear any communication issues. Solved problems with customers about services through phone support and arrange a technical support visit when necessary. Explained detailed set up options for different devices and send an email to ensure they have an access in case they require it.
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