Christian Medina Hidalgo
San Jose,Costa Rica
Summary
Experienced people manager specialized in staff development, process optimization, productivity enhancement, performance management, and training curriculum design. Accustomed to collaborating with managers and additional stakeholders to hone in on unique requirements. Authoritative and clear communicator with a charismatic style and insightful approach.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Investigation Manager
Amazon
02.2022 - Current
- Led a team of approximately 15 to 20 investigators, overseeing operations across two distinct screening functions within the last two years.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards for newly registered sellers.
- Consistently provided updates regarding team's progress towards objectives, detailing the implemented action plans to ensure alignment of all team members with key metrics and goals.
- Suggested innovative concepts for functional Key Performance Indicators (KPIs), resulting in the introduction of weekly reports to effectively monitor work avoidance mechanisms, such as Unproductive Task Reports (UPT) and Missed Contacts (MC).
- Collaboratively led functional projects, overseeing the implementation of internal QA audits at a functional level by replicating effective mechanisms utilized within SJO across various sites.
- Collaborated with peer managers within the same functional areas to fulfill shared priorities.
- Evaluated employee on boarding programs and presented strategic improvement recommendations to upper management and Training.
- Implemented metrics-driven performance management systems that encouraged employee growth while aligning individual goals with organizational objectives.
- Partnered with senior leadership to develop impactful succession planning strategies for connections results that supported long-term business growth plans.
Training Specialist I
Amazon
03.2019 - 02.2022
- Scheduled and taught in class and online courses via adobe connect and chime to increase learning opportunities and support organizational needs based on hiring plans for up to five different verticals within the Customer Trust Partner and Support organization
- Observed employee’s individual strengths and areas of opportunity and initiated mentoring programs to boost and enhance performance
- Tracked and documented employee attendance and behaviors, addressing repeated challenges effectively in order to prevent long term habits
- Assessed skill gaps for new hire population and developed e-learnings, facilitator guides and videos to target the needs identified
- Performed continuous evaluations of content and planning in order to enhance the delivery and improve the overall effectiveness of the new hire experience
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes
- Mentored trainers on a local and global scale throughout their onboarding process to help develop communication, organizational and facilitation skills
- Supported top-level-decision-making and strategy planning, forging productive relationships with top leaders and serving as a key advocate for stakeholders across five different functions
- Coordinated administrative functions necessary to deliver and document training programs.
Investigations Advisor MErchant RIsk Inv
Amazon
01.2018 - 03.2019
- Coach investigators to better improve the competency and efficiency of their investigations workflow
- Active participation during new hire/upskill ramp up processes by providing effective coaching regarding root cause of defects and creation of roadmaps including activities to drive performance of a specific population during the timeframe of the ramp up
- Provide both virtual and in presence inductions regarding the Global Advisor Program to new hires and tenure investigators as well as refresher sessions based on business needs
- Document behaviors, interventions and results during ramp up and path to green processes
- Work with investigators in order to provide personalized educational, behavioral and emotional support
- Collaborate with cross-functional development teams to design and manufacture new process updates
- Managed informational database to help develop calibration initiatives across global teams
- Responsible for reaching SLA and production metrics targets
- Co-led the creation of comprehensive training material and guided staff training by employing proven teaching methods
- Training and mentoring for the advisors during cross training sessions to fulfill various roles.
Investigation specialist/Sr Investigation Specialist
Amazon
12.2014 - 01.2018
- Possessed and maintained top-level understanding of Merchant Risk investigations processes, trends and developed improvement strategies
- Analyzed top quality defect drivers in order to identify areas of improvement
- Developed, reviewed and optimized performance improvement solutions
- Consistently met targets and requirements for all performance metrics
- Participated on data mining deep dives and/or business escalations
- Interacted with peer managers across the same functional areas to deliver results against business priorities
- Presented performance metrics to the team in Leadership meetings at required frequency
- Mentored and coached investigators, helping them improve their skills, knowledge of tools and clarifying process updates
- Provided inputs on new metrics and tools updates
- Applied effective communication both in verbal and written form.
Education
Bachelor's Degree - Advertising and Marketing
Universidad Latina De Costa Rica
01.2018
Skills
- Documentation and recordkeeping
- Staff orientation and onboarding
- Research and analytical skills
- Policy development and enforcement
- Employee development
- Relationship building
- Performance tracking and evaluation
- Excellent communication skills
- Career development techniques
- Creative learning strategies
- Virtual learning management
- Problem resolution
- Training delivery and program design
- Course optimization
- Recruitment and hiring
- Expectation setting
Certification
- Trainer Development Program 2.0, September 2019
- Virtual Training Certification, March 2020
- Trainer Development Program 3.0, April 2020
- Leading Virtual Teams, May 2020
- Master Facilitator Certification, October 2021
Timeline
Investigation Manager
Amazon
02.2022 - Current
Training Specialist I
Amazon
03.2019 - 02.2022
Investigations Advisor MErchant RIsk Inv
Amazon
01.2018 - 03.2019
Investigation specialist/Sr Investigation Specialist
Amazon
12.2014 - 01.2018
Bachelor's Degree - Advertising and Marketing
Universidad Latina De Costa Rica
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