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Work Background
AmazonOperations Supervisor - SPS North America
Jul. 2020San Jose, Costa RicaManages performance and behavior of 25 Seller Support Associates through effective 1:1 meetings, coaching, and mentorship. • Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed. • Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement. • Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience. • Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals. • Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management. • Participates in daily Kaizen events to identify and implement process improvement change initiatives. • Conducts Seller interaction audits and provide coaching to improve performance. • Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues. • Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures. • Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.
Voice123Customer Success Lead | Talent Acquisition
Jan. 2019 - Jan. 2020Voice123 is the biggest marketplace for Voice Over actors and clients looking to create a partnership with them. Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures and Liaises with other departments. Over 80+ new clients acquired. 300+ successful investigations and account opening/on-boarding cases conducted Sourced and hired over 60 candidates across engineering, design, and operations roles in under 8 months, reducing time-to-fill by 35% through proactive outreach and strategies Built and scaled a remote hiring pipeline from scratch, implementing an ATS and structured interview process that improved candidate experience scores by 25% and cut drop-off rate at final interviews by 40%.
DXC TechnologyIT Talent Acquisition Consultant
Aug. 2017 - Oct. 2018Costa RicaDedicated to talent hunting and sourcing specialized on IT, Project Management and Operations fields for our clients across Latin America both in office and remotely Over 100 candidates hired 700+ candidates reviewed and processed Sourced, screened, and closed IT professionals across Latin America—including Software Engineers, DevOps, and Project Managers—achieving an average time-to-hire of 18 days, 25% faster than the company benchmark. Implemented a technical screening and candidate scorecard system that improved hiring accuracy and reduced failed probation periods by 30%, while collaborating closely with engineering leads to refine role requirements and improve technical alignment.
ConvergysOperations Supervisor + Associate Trainer
May. 2015 - Jul. 2017Costa RicaIn charge of team management within a large organization for a variety of clients from financial, technological and other areas. Developing staff and team members on performance, skills and knowledge. Quality assessment of the operation, data delivery and analysis of KPIs, among other duties and responsibilities. Responsible for a team (20 - 25 agents) on their daily duties, driving their performance as well as developing their skills through coaching methods and learning tools among other tasks. Certified trainer in the fields of Translation Services, Customer Service/Product Knowledge and Coaching Methods. - Provide on-boarding training for new hires and cross-training for existing employees both in English and Spanish. Assigned to Training Curriculum creation and editing, including its translation according to legal specifications and company's policies. Over 250+ New Hires graduated from the training modules to kick off their duties in production. Over 15 new programs and accounts launched.
PlumChoice Business ServicesRemote HelpDesk Agent for Avast Support
Apr. 2014 - May. 2015Costa RicaIn charge of support for Avast customers when requested for their software and hardware issues though remote control. Responsible for maintenance of customer's PCs and threat elimination, providing better performance and security on their end.
ConvergysTechnical Recruiter
Nov. 2010 - Dec. 2013Costa Rica-Training Delivery. -Curriculum Development for diverse clients. -Crossed training and New Hire development. -QA assessments. -Translations
ConvergysCustomer Service Representative
Sep. 2009 - Nov. 2010Costa RicaProviding support to our clients in terms of billing, customer satisfaction, sales and tech support areas while maintaining KPIs goals on target.
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