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Work Background
U.S. EMBASSY GUATEMALAHuman Resourses (HR) - Assistant
Sep. 2020 - Jan. 2026• Managed 80–100+ daily client requests in high-pressure environment • Processed 2,000+ official documents annually with near-zero errors • Translated 500+ documents (EN–ES) with legal accuracy • Email Management Client Relations • Reduced processing delays by 40%+ and improved turnaround time by 35%+ • Coordinated HR, logistics, compliance, and reporting across multiple Administrative & Security Operations processes
The United States Embassy in GuatemalaOverseas Building Operations (OBO) - General Security Assistant
Nov. 2018 - Aug. 2020Guatemala City, GuatemalaSupported security operations during construction of the new U.S. Embassy facility.
Processed and maintained documentation related to security clearances, background investigations, and contractor vetting.
Coordinated visitor access, identification badges, and building entry permissions.
Organized documentation for security inspections, audits, and compliance reviews.
Assisted with incident reporting, security briefings, and emergency preparedness coordination.
Coordinated communication between the Security Office, contractors, and embassy personnel to ensure proper documentation and compliance.
Supported preparation of security reports, memoranda, and correspondence related to facility security and operational procedures.
Assisted with security inspections, audits, and compliance reviews, organizing documentation and tracking follow-up actions.
Maintained inventories of security equipment and supported procurement documentation for security-related supplies.
Organized security briefings and awareness training sessions, maintaining attendance records and distributing security guidance to staff.
Assisted with incident reporting, emergency contact updates, and coordination during security drills and emergency situations.
INNOVATIVE CONTACT SOLUTIONS (ICS)Customer Service Representative and Quality Assurance Agent
Jan. 2017 - Oct. 2018Guatemala City, Guatemala• Handled 80+ daily interactions with 97–98% satisfaction • Reduced repeat issues by 20% and compliance errors by 30%, ensuring adherence to company and regulatory standards • Improved overall call quality scores by 35%+ through targeted feedback and coaching sessions • Increased agent performance consistency by developing and implementing standardized QA evaluation guidelines • Identified recurring customer pain points, contributing to a 15% improvement in customer satisfaction (CSAT)
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