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Work Background
Alight SolutionsPayroll Practitioner
Oct. 2022Granada, Andalusia, Spain
FujitsuInformation Technology Support Analyst
Oct. 2012 - Sep. 2013San Jose, Costa Rica• Provide Technical Support to Fujitsu's client account employees
• Diagnose and troubleshooting of IT problems via phone, email and chat • Documentation and cases follow up via ticketing system • Maintain knowledge and educate users about products and services available
• Follow issue escalation process when necessary to address client needs
Penhaligon'se-Commerce Customer Support
Oct. 2011 - Sep. 2012London, England, United Kingdom• In charge of UK and international customer support for online purchases (e.g. online payments, product choice and availability) • Coordinate with other company departments such as warehouse and third party service providers (e.g. couriers, payment systems) in order to ensure satisfactory product delivery
• Create and maintain Sales reports and market segmentation insight (e.g. identifying best-selling products, key online activity, etc.)
• Perform cross-selling and/or up-selling
IBMProject Management Officer
Feb. 2010 - Aug. 2011San Jose, Costa Rica• Provide assistance to IBM US Project Management Leaders around contract management tasks and assisting to ensure a proper control of the Project Portfolio
• Assist on documentation of PMO processes in compliance with IBM Business Controls
• Maintain and organize Service Level Agreements (SLAs) information, Project Managers’ time claiming and utilization reports
IBMBenefits Specialist
Jul. 2009 - Jan. 2010San Jose, Costa RicaProvide support to IBM US Client account employees on Benefits and Compensation
SAP specialist for Benefits process - e.g. flex benefits, healthcare, etc.
Continuous Improvement of benefits internal process and standard operating procedures
Coordination with Payroll and other HR departments
HPAccounts Receivable Supervisor
Nov. 2007 - Jun. 2009San Jose, Costa Rica• Responsible for managing the account receivables team for a US-based client (e.g. daily performance, attendance, quality assurance). • Be the focal point for coordination of accounts receivable between multiple stakeholders • Track and evaluate team performance metrics. Address issues related to team performance and provide solutions for improvement
• Control of attrition and management of issues affecting morale and work-life balance
Western UnionFraud Analyst
May. 2006 - Jun. 2007San Jose, Costa RicaIn charge of investigation and analysis of potential internal or external fraud cases
Perform fraud prevention tasks, such as: -Validation of payment documents to determine possible fraud, -Trend analysis and transactional behaviour to identify possible “phishing” and or “structuring
Serve as the international fraud specialist for WU agencies in English, Spanish and French speaking countries
Western UnionInternational Agent Support
Jul. 2004 - Apr. 2006San Jose, Costa Rica• Provide account management support to Western Union offices in English, Spanish and French speaking countries
• Technical Assistance for Western Union proprietary systems to agencies
• Ensure adherence to international compliance business requirements and regulations
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