María Delia Zúñiga Fallas
Communicator And People Manager
Heredia,Mercedes Norte
Summary
I am a passionate and strong People Manager at Amazon with a proven track record of aligning team objectives with organizational goals and enhancing productivity through innovative workflow processes and people motivation initiatives. Skilled in analytical thinking and effective leadership, I excel at delivering results, driving successful teams, leading strategic plans, fostering a culture of open communication, employee well-being and promoting a great work-life balance within the population.
Overview
13
13
years of professional experience
Work History
People Manager
Amazon Robotics
03.2020 - 07.2024
- Drive strategic plans to meet organizational goals, aligning team objectives with company vision and targets.
- Conducted comprehensive performance reviews to identify areas of improvement and provide constructive feedback.
- Enhanced team productivity by implementing efficient workflow processes, contests and time management strategies.
- Prioritized employee well-being through health-focused initiatives, such as off-site activities and wellness programs.
- Promoted transparent communication practices within the team, driving trust, encouraging open dialogue, and idea-sharing among members.
- Implemented data-driven decision-making processes, improving overall departmental efficiency.
- Career development, guidance, and preparation in order to retain top talent and maintain high levels of motivation throughout our organization.
- Coordinated cross-functional collaborations on large-scale projects, facilitating seamless teamwork across departments.
- Assisted in recruiting, hiring and training of team members.
Team Supervisor
Amazon SPS
04.2015 - 03.2020
- Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.
- Evaluated team member performance regularly, providing guidance for professional growth and development.
- Assisted in recruiting top talent by conducting interviews, reviewing resumes, and participating in candidate selection decisions.
- Provided ongoing coaching, one-to-ones, and team meetings to enhance individual performance levels while fostering teamwork among employees.
- Handled directly FBA, Advertising (pay per click, sponsored products), Catalog corrections, Feeds, and Ungating teams, gaining full knowledge of the products.
- QA additional responsibilities: analyze, review, and evaluate calls, emails, and chats handled by the associates to promote excellence and drive results.
- Vacations, disciplinary actions, action plans, coaching, QA, dismissals, hiring interviews, and associate's development.
Associate Advisor SME
Amazon
09.2013 - 04.2015
- Provide guidance and advice via the Andon cord system, promoting good customer service and guaranteeing accuracy in the responses.
- Coach behaviors and incorrect work practices.
- Support the QA department by analyzing, reviewing, and evaluating communications and support provided to the customers.
- Create interactive and creative workshop sessions to reinforce good practices and ensure that the population is informed and updated regarding knowledge and products.
- Support training sessions and new hires by guiding them, monitoring, evaluating, and documenting progress.
Seller Support Associate
Amazon
08.2011 - 09.2013
- Managed high volume of daily cases, ensuring timely resolution and accurate information for optimal seller experience.
- Calls and email cases handling
- Utilized data-driven insights to identify trends in seller issues, informing process improvements within the team.
- Provided sellers with accurate information, guidance, and solutions.
Education
Master of Business - Communication And Digital Marketing
Nebrija University
Spain 05.2001 -
Associate of Arts - Técnico En Fotografía
Instituto Tecnológico De Costa Rica TEC
Zapote 05.2001 -
High School Diploma -
Bachillerato En Educación Media
Colegio Elías Leiva Quirós 05.2001 -
Skills
Excellent at coaching and influencing others positively
Timeline
People Manager
Amazon Robotics
03.2020 - 07.2024
Team Supervisor
Amazon SPS
04.2015 - 03.2020
Associate Advisor SME
Amazon
09.2013 - 04.2015
Seller Support Associate
Amazon
08.2011 - 09.2013
Master of Business - Communication And Digital Marketing
Nebrija University
05.2001 -
Associate of Arts - Técnico En Fotografía
Instituto Tecnológico De Costa Rica TEC
05.2001 -
High School Diploma -
Bachillerato En Educación Media
05.2001 -
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