Adriana Diaz Muñoz
Summary
Dynamic and people-focused professional with 12+ years of experience in Human Resources, training, and customer excellence. Strong background in HR systems (Workday, Salesforce, SAP) and global process management. Proven ability to design and deliver engaging training sessions for diverse audiences, helping employees and teams develop product knowledge, improve system usage, and achieve better performance outcomes. Recognized for fostering collaboration, continuous learning, and positive engagement in multicultural environments.
Overview
2026
2026
years of professional experience
Work History
Webinar & E-Learning Specialist
3M
11.2024 - Current
- Manage regional webinar programs, including setup, coordination, presenter training, and post-event reporting using ON24 and Teams Premium.
- Partner with LATAM marketers to develop training strategies, improving audience engagement and learning outcomes.
- Deliver live and virtual training for presenters and internal teams to enhance delivery skills and system familiarity.
- Track and analyze webinar metrics to identify areas of improvement and strengthen program efficiency.
- Managing webinar set up, hosting and reporting elements for LATAM/USAC Webinar programs
- Provide knowledge and expertise to area division stakeholders on the platform and its capabilities, including presenter training prior to each live event
- Act as area coordinator for webinar hub enhancements, working in close collaboration with global MarTech and Customer Education team based on division hub requirements and approved global demand plans
- Align to Global MC processes and communicate effectively with stakeholders in relation to webinar briefing, governance of data, quality assurance and general system usage
- Leading coordination of regional eAcademies in line with global programs and division needs
- Support the creation of localized versions of courses from globally approved content (coordinate with country and regional stakeholders)
English Teacher (Weekend Program)
Academia De Idiomas CEDES Don Bosco
2018 - Current
- Design dynamic lessons that foster communication, vocabulary development, and pronunciation.
- Promote a positive learning environment that encourages participation and confidence.
- Utilized diverse assessment tools to evaluate student progress and adapt instructional strategies.
- Fostered a collaborative classroom environment that encouraged student participation and critical thinking.
- Mentored junior teachers, providing guidance on curriculum development and classroom management techniques.
HR Service Delivery Team Leader
3M
09.2023 - 11.2024
- Led a team of 15+ employees across multiple HR functions, promoting a culture of collaboration and learning.
- Designed and implemented initiatives that improved employee well-being and engagement.
- Drove process improvement projects, standardizing and simplifying HR operations across global regions.
- Provided coaching and knowledge transfer to senior analysts to enhance service delivery quality.
HTR Talent Acquisition Coordinator
3M
08.2022 - 09.2023
- Supported hiring processes by coordinating with recruiters, managers, and candidates to ensure smooth onboarding experiences.
- Delivered communications and training materials to new hires and HR teams to ensure process consistency.
- Monitored requisition timelines, managed offer packages, and ensured compliance with local legislation.
- Represented 3M as an employer of choice by providing an engaging and supportive candidate experience.
USAC Standard Pricing Process Owner
3M
01.2021 - 08.2022
- Led standard pricing operations through Salesforce, ensuring accuracy and quality in case management (99% success rate).
- Designed and delivered onboarding training (Pricing Welcome Kit) for new hires in the Standard Pricing team.
- Provided guidance and coaching to improve process understanding and team performance.
- Recognized for global collaboration and cross-functional communication excellence.
SPPO Global Credits Vendor Statement Review Agent
Procter & Gamble Co
2020 - 2021
- Analyzed vendor statements to recover credits and identify payment discrepancies.
- Trained peers on best practices for reconciliation and audit processes.
- Collaborated with finance teams to implement long-term process improvements.
Lenovo Onboarding Account Manager
Tech Data
2019 - 2019
- Delivered onboarding sessions for Lenovo partners, ensuring alignment with sales and marketing programs.
- Supported partners through guidance, product training, and promotional strategy development.
- Developed communication materials and resources to improve learning retention and engagement.
VMware Account Manager
Tech Data
2017 - 2019
- Developed and maintained strong client relationships to enhance customer satisfaction and retention.
- Collaborated with cross-functional teams to deliver tailored technology solutions for clients.
- Conducted regular account reviews to assess performance and identify growth opportunities.
- Negotiated contract terms with clients, ensuring alignment with company policies and client needs.
- Provided ongoing product and system training for partners to enhance market performance.
- Created training strategies and collaborative sessions to expand customer reach and loyalty.
HR Quality Assurance & Exits Associate
Amazon
2016 - 2018
- Processed and analyzed HR cases related to payroll, timecards, and employee exits for U.S. operations.
- Led onboarding and knowledge-sharing sessions for new associates.
- Supported process improvement and recognition programs within HR operations.
Team Coach Lead – Customer Service Kindle
Amazon
2016 - 2017
- Supervised a team of 20–40 representatives, coaching them to improve performance and communication.
- Delivered feedback and training sessions to enhance customer satisfaction metrics.
- Facilitated regular feedback sessions to improve individual and team dynamics.
- Analyzed team performance metrics to identify areas for improvement and growth.
- Mentored junior coaches to enhance their skills and career development opportunities.
Customer Service Chat Associate / Dataminer
Amazon
2015 - 2016
- Analyzed large datasets to identify trends and patterns, enhancing decision-making processes.
- Collaborated with cross-functional teams to align data initiatives with business objectives.
- Mentored junior data miners on best practices in data analysis and mining techniques.
- Managed multiple chat interactions with customers while maintaining quality and empathy.
- Supported peer learning through informal coaching and best practice sharing.
Education
Teaching And English Translation Degree - Teaching And English Translation Degree
Universidad Internacional De Las Américas (UIA)
San Jose11-2022
TOEIC Exam – C1 Level - Teaching English As A Second Language
Costa Rican North American Cultural Center
San Jose, Costa Rica12-2019
Graphic Design & General Education Degree -
Colegio Técnico Don Bosco
San Jose, Costa Rica12-2013
Skills
- Training Design & Delivery
- Workday HCM & Payroll
- Instructional Facilitation
- Onboarding & Employee Engagement
- HR Process Optimization
- Salesforce platform expertise
- SAP software proficiency
- SharePoint administration
- Advanced Excel proficiency
- Leadership & Coaching
- Communication & Collaboration
- Data Analysis
- Customer Support Excellence
Accomplishments
- 3M Agile/Scrum Master Certifications – Scrum Team Member & Product Owner (2022)
- Founder of the Pricing Welcome Kit Training Program at 3M (2022)
- Created a Rewards Recognition Program for Amazon HRQA & Exits Team (2017)
- Member of Great Place to Work and Engagement Teams – Led team-building and learning initiatives (2021–2022)
- Part of Tech Data's internal English Teaching Program, supporting employee communication skills (2019)
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Webinar & E-Learning Specialist
3M
11.2024 - Current
HR Service Delivery Team Leader
3M
09.2023 - 11.2024
HTR Talent Acquisition Coordinator
3M
08.2022 - 09.2023
USAC Standard Pricing Process Owner
3M
01.2021 - 08.2022
English Teacher (Weekend Program)
Academia De Idiomas CEDES Don Bosco
2018 - Current
SPPO Global Credits Vendor Statement Review Agent
Procter & Gamble Co
2020 - 2021
Lenovo Onboarding Account Manager
Tech Data
2019 - 2019
VMware Account Manager
Tech Data
2017 - 2019
HR Quality Assurance & Exits Associate
Amazon
2016 - 2018
Team Coach Lead – Customer Service Kindle
Amazon
2016 - 2017
Customer Service Chat Associate / Dataminer
Amazon
2015 - 2016
Teaching And English Translation Degree - Teaching And English Translation Degree
Universidad Internacional De Las Américas (UIA)
TOEIC Exam – C1 Level - Teaching English As A Second Language
Costa Rican North American Cultural Center
Graphic Design & General Education Degree -
Colegio Técnico Don Bosco