Daniela Calle
Heredia
Summary
Results-driven and highly motivated professional with a solid track record of over 8 years in dynamic work environments. Extensive expertise in Human Resources, as well as more technical roles. Proficient in operating effectively in diverse, multilingual settings. Demonstrated leadership through overseeing international operations, projects and executing performance and process improvement initiatives.
Overview
8
8
years of professional experience
23
23
years of post-secondary education
Work History
Payins Operations
DLocal
01.2024 - Current
- Create dashboards, analyze and compare performance between payment processors and suggest optimization key points.
- Ensure payment processors meet SLAs
- Escalate transactional flow issues to payment processors
- Monitoring of transactional flow and KPIs such as Latency and Conversion Rate
- Participating in operations status meetings with our partners (payment processors)
- Issue identification, follow-up, and resolution
- Create reports to compare merchant transaction flow, decline reasons and revenue.
- Collaborate cross-functionally with other internal teams to understand datasets
Career Consultant
Hireworks
03.2022 - 01.2024
- Leveraged data-driven insights from recruitment analytics to inform adjustments in sourcing approach leading to better-targeted searches.
- Streamlined talent acquisition process for faster candidate placement and improved retention rates.
- Conducted pre-screening interviews to assess qualifications and cultural fit before recommending candidates to hiring managers.
- Proactively built pipelines of high-quality talent across multiple disciplines ensuring a steady flow of candidates for future hiring needs.
- Negotiated offers with candidates, balancing their expectations with company budget constraints.
HR Specialist
Amazon
08.2019 - 03.2022
- Implemented data-driven reporting to identify leave trends, enabling proactive management
- Collaborated closely with cross-functional HR teams and managers to provide solutions
- Delivered training and onboarding to new colleagues when required
- Made strategic time-off decisions in alignment with business needs while upholding confidentiality
- Created associate engagement initiatives and workshops; “The Power Lab” as well as team building activities
- Led a performance improvement project of team of 5 associates at risk of termination during 3 months, successfully driving their performance and contributing to their retention and professional development
Premium Support Technical Account Manager
Amazon
10.2018 - 08.2019
- Appointed by Amazon to travel for 1 month to a partner site in Albania to optimize their performance and processes.
- Ensure SLAs are met
- Utilized data analytics tools to monitor account performance, identifying trends and making informed recommendations.
- Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
- Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships.
- Streamlined internal processes to improve efficiency within the Technical Account Management team.
Selling Partner Support Associate
Amazon
12.2016 - 10.2018
- Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
- Initiated and managed a project focused on resolving aged cases, whilst providing coaching and guidance to associates on addressing mishandled contacts, which resulted in enhanced case resolution rated and improved team performance
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Education
Associate's Degree - Business Administration Emphasis in Human Resource
Universidad Fidélitas
Costa Rica 04.2001 - Current
High School Diploma -
Yurusti High School
Costa Rica 04.2001 -
Skills
Performance Management
Project Management
Conflict Resolution
Teamwork
Leadership
Critical Thinking
Assertive Communication
Tools and Technologies
- Excel
- Salesforce
- Quicksight
- Looker
- New Relic
- Jira
- Monday
- Concur
- Ceridian Dayforce
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Payins Operations
DLocal
01.2024 - Current
Career Consultant
Hireworks
03.2022 - 01.2024
HR Specialist
Amazon
08.2019 - 03.2022
Premium Support Technical Account Manager
Amazon
10.2018 - 08.2019
Selling Partner Support Associate
Amazon
12.2016 - 10.2018
Associate's Degree - Business Administration Emphasis in Human Resource
Universidad Fidélitas
04.2001 - Current
High School Diploma -
Yurusti High School
04.2001 -
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