Highlights:Manage the warranty process at a national level, achieving first place in Latin America in the factory's KPIs, which reflected continuous improvement throughout the process, especially considering that it was a small country within the automotive market.

Skills:Processes, Customer service, Warranty Coordinator, Quality, Process control

Goal:Apply my skills and knowledge to optimize processes and solutions within the company, in order to generate a positive impact on its productivity and efficiency. I constantly seek to improve both professionally and personally, facing challenges that allow me to grow as a leader and collaborate with multidisciplinary teams to achieve innovative and sustainable results. My passion for continuous improvement and my commitment to excellence motivate me to contribute to the success of the organization while continuing to develop my technical and management skills.

Process Analyst 08/2024 - current
Universidad Fidélitas, San José, Montes de Oca Costa Rica
Industry: University studies
Identify opportunities for improvement in existing procedures to optimize the efficiency and quality of the services offered by the university, both to students and to academic and administrative staff. To do this, I carried out a needs assessment, analyzing critical processes and speaking with the different departments to understand the challenges they face. I used tools such as flowcharts to map current processes, which allowed me to clearly visualize the inefficiencies, redundancies and bottlenecks that affected the user experience and the productivity of the teams.
My main objective has been to identify areas of opportunity in the existing procedures, in order to improve the efficiency and quality of the services offered by the university to both students and academic and administrative staff. I started with a needs assessment, analyzing the most critical processes and talking to the various departments to understand the main difficulties they face. I used tools such as flowcharts to map the current processes and visualize them clearly, which allowed me to identify inefficiencies, redundancies and bottlenecks that affected the user experience and the productivity of the teams.--
Warranty Coordinator 07/2017 - 07/2024
Purdy Motor Group, San José, Uruca Costa Rica
Industry: Automotive services
Process study: Needs assessment. Flow chart creation SOP process sheets Control audits KPI creation and monitoring Action plan creation Training in process improvements Quality methodology: PDCA method Kaizen Reporting: Data analysis Dashboard Reports Customer service
Applied to my experience, the study and improvement of processes has been key to optimizing my projects and playing an active role in continuous improvement within the organizations in which I have worked. This approach begins with a needs assessment, where I have analyzed the existing processes to identify weak points and areas that require urgent attention. From this assessment, I have designed flowcharts that have allowed me to clearly visualize the processes and detect redundancies or inefficiencies that could be affecting performance. Once the process was understood, I have implemented standardized procedures (SOP) to ensure that both I and my teams work consistently and efficiently, avoiding errors and misunderstandings. In addition, I have carried out regular control audits, which has allowed me to monitor compliance with these procedures and make adjustments when necessary. In parallel, I have worked on the creation and monitoring of KPIs, which have served as measurement tools to evaluate the impact of the improvements implemented. These indicators have not only helped me measure process performance, but also make informed decisions about how to adjust our strategies and resources to further improve results. When I have identified areas for improvement, I have developed specific and structured action plans, implementing them in an orderly manner and ensuring their follow-up. In this process, I have always opted for continuous training, both personally and for the teams under my charge, using improvement methodologies such as PDCA and Kaizen to foster a culture of constant improvement. As for the reporting part, I have used dashboards and generated periodic reports to keep all stakeholders informed about the progress and results obtained, ensuring transparency and facilitating strategic decision-making. Finally, I have maintained a constant focus on internal and external customer service, always seeking to align process improvements with customer expectations and needs, which has allowed me to deliver more effective and satisfactory results. In short, my experience in the study and improvement of processes has been a constant search for efficiency, quality and measurable results, applying structured methodologies and adapting them to each situation to ensure the continuous optimization of resources and the satisfaction of the stakeholders involved.--

Universidad Americana (UAM) 04/2018 - 04/2024
San José, Montes de Oca , Costa Rica
Degree: Bachelor's Degree
Major:Ingeniería Industrial
Optimize production and operational processes within an organization, with the aim of improving efficiency, reducing costs and increasing quality.

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