Highlights:

Skills:

Employee Lifecycle Management Specialist 05/2023 - current
Roche, , Costa Rica
Execute system data maintenance and administrative activitiesin support of end to end HR business processes (inthe area of recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.)
- Supports Global HR Centers of Excellence with feedback on business usage of HR processes, pain points, and knowledge gaps. - Support in system maintenance activities and audit processes. - Ensure end to end ownership of resolution - Cooperate effectively with team members with daily work and projects - Ensure operations are according to defined KPIs and SLAs. - Ensure end-to-end ownership of resolution - Ensure regulatory compliance in line with the affiliates,countries, customers, and regulations. - Provide guidance and advisory to first level support teams--
People Support Specialist 01/2022 - 05/2023
Roche, , Costa Rica
In this role, I support HR processes such as recruiting, onboarding, employee movements, terminations, compensation, and performance management. I provide feedback to the Global HR Centers of Excellence on process efficiency, pain points, and areas for improvement, ensuring reliable service delivery. I build key stakeholder relationships, collaborate with team members on daily tasks, and meet established KPIs and SLAs. I take full ownership of resolution processes, contribute to continuous improvement initiatives, and ensure compliance with data privacy regulations.
- Provide insight, support, and explanation on HR system and administrative activities in support of HR business processes (in the area of recruiting, onboarding, employee movement/changes, terminations, compensation, performance, etc.). - Supports Global HR Centers of Excellence with feedback on business usage of HR processes, pain points, and knowledge gaps. - Ensure consistent and reliable service delivery for customers serviced. - Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes-focused way. -Cooperate effectively with team members with daily work and projects (unemployment claims, OJT to new hires, and back-up as a Senior Specialist) - Ensure operations are according to defined KPIs and SLAs. - Ensure end-to-end ownership of resolution - Implement processes and initiatives to ensure continuous improvement as well as service enhancement. - Comply with data privacy rules and regulations--
Agent Database Administartor 05/2021 - 01/2022
Western Union, , Costa Rica
I ensure high accuracy, independence, proactivity, responsibility, urgency, and reliability in applying standard configurations, security policies, and regulations for specific agents, countries, and regions. I perform database maintenance in AS400 and other platforms, processing assigned requests within Standard Response Times (SRTs) and according to Standard Operating Procedures (SOPs). I also investigate, correct, or escalate errors in records to maintain database integrity and provide top-quality support.
-Comply with high accuracy levels, independency, proactiveness, responsibility, sense of urgency and reliability to ensure the correct application of standard configurations, as well as security, policies and regulations for specific agents, countries, and regions. - Perform database maintenance tasks in AS400 and in other platforms related to database maintenance. - Process assigned requests within Standard Response Times (SRTs) and according to Standard Operating Procedures (SOPs) - Investigate to detect, correct, or escalates errors or inconsistencies in already existing records in order to actively contribute towards database integrity, and provide high quality support--
Digital Devices and Alexa Technical Support Associate 06/2020 - 05/2021
Amazon, , Costa Rica
As a Digital Devices and Alexa Technical Support Associate at Amazon, I used empathy to assist customers via chat, email, and phone. I accurately documented, researched, and resolved technical issues through tickets, managing contacts efficiently in a fast-paced call center. I handled negative feedback professionally, participated in team improvement projects, and received positive escalations for my service skills. I also had a basic understanding of device platforms, digital services, and technology trends.
-Use professional sense of empathy to answer customer questions by differents channels like chat, email, and phone. -Accuratelydocumented, researched and resolved technical support issues by tickets. -Manage costumer contatcts effectively and efficiently in a complex, fast-paced and challenging call center environment -Acted professionally and patiently whenaddressing negative customer feedback - Participated in project activities as contact maining to improve areas of opportunity for the team members. -Received positive escalation from customers to provide good feedback for my customer service skills -Basic understanding of Device Platforms, Digital Services, and associated technical terminologies. -Awareness of latest trends and developments in the technology industry.--
International Airfare Specialist 01/2020 - 03/2020
Exito Travel, , Costa Rica
I assisted clients with their international air travel plans, locating the best airfare options and advising on their pros and cons. I provided post-sales support by answering phone and email inquiries, and communicated with airline representatives to manage client reservations. I worked with the Amadeus sales platform and took end-to-end ownership of the process to ensure customer satisfaction.
-Assist clients with their international air travel plans. -Locate the best airfare options for clients, advise them of the advantages and disadvantages of the options. -Provide post-sales support by answering the phone and email questions from clients. -Be able to communicate with airline representatives to manage the reservation of the clients. -Amadeus sales platform knowledge -End to end ownership to ensure customer satisfaction--
Flight Attendant 09/2018 - 11/2019
Avianca, , Costa Rica
I executed operations and onboard service procedures according to company standards while ensuring compliance with safety, health, and environmental policies. I adhered to the company's operational policies and applicable national and international aeronautical and non-aeronautical regulations. My focus was on providing excellent, reliable, and friendly customer service.
-Execute the operation and on-board service procedures defined under the company standards. -Know and ensure compliance with the policies, standards, and procedures of safety and health at work and the environment. -Ensure compliance with the company's operational policies and standards and the applicable national and international aeronautical and non-aeronautical regulations. -Provide excellence, reliable and friendly customer service.--

Universidad San Marcos 01/2018 - 02/2025
, , Costa Rica
Degree: Bachelor's Degree
Major:Business Administration
I earned a Bachelor's Degree in Business Administration/Management from Universidad San Marcos, completing my studies from 2018 to 2024.

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