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Work Background
BacardiManager, Control Assurance & Advisory
Dec. 2024 - Mar. 2025Costa RicaExecuted risk-based audit plans aligned with organizational goals, ensuring operational, financial, and compliance objectives were met.
Led audit interviews with key stakeholders to gather insights, assess control environments, and validate findings.
Conducted in-depth reviews and analyses of financial statements to identify discrepancies, risks, and improvement opportunities.
Collaborated cross-functionally with departments to address audit findings, enhance internal controls, and drive continuous process improvement.
Delivered clear, actionable audit reports and recommendations to senior leadership for informed decision-making.
BacardiOrder to Cash Rebates Supervisor
May. 2021 - Mar. 2025Escazú, San José, Costa RicaTranslated company strategy into actionable departmental plans by defining KPIs, performance metrics, and team goals aligned with service excellence and operational efficiency.
Continuously monitored data and SLA performance to identify areas for improvement, implementing corrective actions to drive customer satisfaction and service reliability.
Designed and led cross-functional projects focused on process optimization, collaborating closely with internal departments to ensure seamless execution and measurable outcomes.
Served as a key liaison between directors, managers, and leadership teams, facilitating effective communication and alignment across global functions.
Provided leadership, coaching, and development guidance to team leads and their direct reports, fostering a high-performance culture and career growth.
Actively promoted company values and engagement initiatives in partnership with corporate action and culture teams, reinforcing organizational purpose and belonging.
Successfully supported rebate global operations for 15 diverse markets across Europe and Latin America, ensuring process consistency and adherence to local business needs.
BacardiMaster Data Analyst
Sep. 2019 - Mar. 2020Lisboa, PortugalCreate, maintain, and validate master data (customers, materials, vendors) ensuring quality, accuracy, and consistency within systems.
Monitor compliance with excise tax regulations, including reporting and documentation required for internal and external audits.
Liaise with tax authorities and customs agents to manage excise-related declarations and reporting for regulated products.
Resolve issues related to data discrepancies in logistics, or systems, ensuring traceability and data integrity.
Generate monthly reports on compliance, product movements, and excise tax balances.
BacardiTeam Leader Order to Cash Operations
Sep. 2018 - May. 2021Escazú, San José, Costa RicaLead and support a team of OTC professionals, offering subject matter expertise in Collections, Rebates, and overall OTC operations.
Provide operational and strategic support to multiple European markets including France, Portugal, UK, Scotland, Italy, Spain, Poland, Austria, Switzerland, Germany, Belgium, Netherlands, Sweden, Norway, and Australia.
Monitor and improve SysAid ticket resolution and quality, directly impacting NPS (Net Promoter Score) performance.
Serve as OTC Superuser, responsible for system testing and follow-up during process or platform changes.
Oversee AR aging uploads and maintain communication with stakeholders to ensure timely commentary and resolution.
Review and approve SOX controls and Balance Sheet Reconciliations to ensure financial compliance.
Manage and authorize Master Data requests related to OTC processes.
Perform and validate offset calculations for Bad Debt and Rebate provisions.
Conduct people management activities including task coordination, monthly training sessions, career development conversations, and direct support with escalations.
Contribute to development plans for team members, ensuring continuous growth, engagement, and performance alignment.
BacardiSr. Analyst Rebates
Mar. 2016 - Aug. 2018Escazú, San José, Costa RicaCoordinated, executed, and successfully delivered the migration of the rebate management process from the local markets of Spain and Italy to a centralized shared services model, managing both on-site and virtual transitions.
Led successful knowledge transfer initiatives for both markets to the GBS OTC Costa Rica hub through structured local and remote training sessions.
Created rebate agreements and accruals in alignment with inputs from local commercial teams, ensuring accuracy and compliance.
Oversaw agreement balances and maintained clear communication with Finance and Commercial teams to support financial transparency.
Performed GL balance reconciliations and rebate analysis to identify discrepancies impacting P&L statements and balance sheets, addressing issues reported by SDS.
Indexed, coded, and posted rebate invoices (promotional invoices), while resolving invoice-related issues independently and collaboratively with commercial stakeholders.
Calculated and submitted credit notes for approved rebates, ensuring timeliness and alignment with internal financial policies.
Handled customer disputes related to promotional invoices and credit notes, delivering resolution in collaboration with the Collections team.
Supported AR processes to minimize financial impacts from invoice-related deductions.
Coordinated the collection of promotional documentation from both customers and internal commercial contacts.
Delivered tailored reporting for Marketing and Finance teams to support business decisions and audits.
HPCountry Lead Bussines Analyst & OnBoarding Admin
Sep. 2014 - Feb. 2016Heredia, Costa RicaLead partner onboarding and implementation across the Americas region, delivering remote training sessions to integrate partners into HP’s sales reporting environment.
Serve as a key liaison between partners, Sales, Sales Operations, Finance, and Business Intelligence teams, ensuring data alignment and consistent collaboration.
Drive accuracy and timeliness in partner-reported data, supporting compliance with internal standards and regional performance expectations.
Manage escalations from partners and customers, resolving issues through effective communication and cross-functional coordination.
Collaborate on continuous process improvements for weekly, monthly, and quarterly reporting cycles.
Facilitate negotiations between partners and stakeholders to achieve mutual agreement and successful resolutions.
Participate in end-to-end IT and Channel Data Management (CDM) projects, contributing to system enhancements and operational efficiency.
HPCollections Executive - Channel Data Management
Oct. 2012 - Aug. 2014Heredia, Costa RicaActed as the primary point of contact between HP and production partners, ensuring the timely and accurate collection of weekly sales and inventory reports.
Validated and corrected submitted data to prevent product mismatches, formatting errors, and reporting inconsistencies.
Generated weekly compliance reports highlighting missing or late submissions and shared them with internal stakeholders and Country Leads.
Collaborated closely with regional leaders to resolve data issues and ensure partner alignment with reporting standards.
Developed and maintained BDQ (Business Data Quality) performance scores for partners, supporting the preparation of monthly Score Cards.
Managed the creation and upload of SERIR partner files into the CSRA system for P4 data processing.
Selected to lead onboarding activities for new partners, including profile setup in Siebel and Flash Admin Tool, portal access management, and training on reporting responsibilities and system navigation.
HPINCIDENT LIFECYCLE COORDINATOR
Oct. 2010 - Sep. 2012Heredia, Costa RicaPromoted to the ILC Team based on strong technical knowledge and performance. Responsible for overseeing the full lifecycle of incidents, from ticket creation to resolution and closure.
Monitored multiple ticketing queues and ensured adherence to service-level agreements (SLAs) and internal policies across all Global Service Desk (GSD) cases.
Conducted regular audits and analysis using data extracted from OVSD and BMC Remedy; generated reports in Excel to identify SLA breaches and process noncompliance.
Delivered one-on-one coaching sessions to service desk agents to improve ticket handling quality and policy adherence.
Acted as liaison between support teams and key stakeholders, escalating major incidents and coordinating with Points of Contact (POCs) during outages.
Collaborated with account teams on small-scale projects, contributing to operational improvements and performance metrics.
Gained advanced knowledge in tools and platforms such as Excel, SharePoint Services, BMC Remedy, and HTML.
Recognized as the primary contact for the ILC RC account due to reliability and issue-resolution skills.
HPTECHNOLOGY SOLUTION ANALYST
Oct. 2008 - Sep. 2010Heredia, Costa RicaProvided first-line technical support and troubleshooting for global users in areas including password resets, software installations, system configuration, and Active Directory administration.
Resolved issues related to network drives, printer connectivity, remote access tools, and hardware/software performance across various platforms.
Specialized in connectivity support and Lotus Notes, serving as a backup specialist and key contact for second-level support and ILC operations.
Coordinated escalation of major incidents, including reporting outages, managing master cases, and liaising with POCs from core teams (Network, Wintel, Unix) during service disruptions.
Gained in-depth knowledge of tools such as Microsoft Office, Adobe Suite, Lotus Notes, wireless connectivity platforms, and other enterprise applications.
Recognized with multiple awards, including Best Quality Result, Best Resolution Rate, and Excellence in SLA Performance, for outstanding service delivery and problem resolution.
Bank of AmericaCOLLECTIONS AGENT
Jun. 2008 - Sep. 2008Heredia, Costa RicaFirst point of contact in the Collections Department for the WAMU account, serving U.S.-based clients.
Managed inbound and outbound calls to support customers with overdue accounts, aiming to recover payments while maintaining high service standards.
Educated customers on payment options and proactively assisted in preventing future delinquencies.
Provided basic financial analysis and personalized solutions to help clients regain financial stability and avoid defaults.
Balanced customer service with collection targets, ensuring compliance with internal policies and U.S. financial regulations.
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