Maria Fernanda Irías
Project & Process Support
Cartago
Summary
Project-focused professional with hands-on experience supporting and managing small-scale initiatives and project components within healthcare operations. Skilled in stakeholder collaboration, resource coordination, risk mitigation, and change management. Proven ability to execute project plans, monitor performance, and drive process improvements while working under the guidance of senior project managers.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Project Coordinator | Technical Support Analyst
Kaiser Permanente
08.2023 - Current
- Managed small projects and components of larger initiatives, coordinating timelines, deliverables, and resources under guidance from senior project managers.
- Developed and executed project plans for process improvements, training initiatives, and internal operational programs.
- Led and supported project team members by assigning tasks, providing guidance, and ensuring alignment with project objectives.
- Coordinated with cross-functional stakeholders including supervisors, SMEs, QA, engagement, and leadership.
- Monitored project performance and operational metrics to ensure quality, timeliness, and adherence to scope.
- Identified risks and supported proactive mitigation by analyzing trigger events, escalations, and QA findings.
- Created and maintained project documentation, trackers, dashboards, and SharePoint sites
- Supported organizational change management through training delivery, documentation, and user adoption initiatives.
- Provided regular updates to stakeholders and escalated issues impacting timelines or quality.
- Ensured adherence to policies, procedures, and operational standards.
Technical Support Agent
Movate
01.2023 - 08.2023
- Delivered high-quality customer support through inbound and outbound interactions, ensuring issue resolution aligned with service level agreements (SLAs).
- Diagnosed and resolved hardware and software issues, including hard drive troubleshooting, by following structured problem-solving methodologies.
- Documented cases accurately and escalated complex issues to specialized teams, supporting efficient workflow and resolution timelines.
- Collaborated with internal teams to ensure consistent communication, proper handoffs, and customer satisfaction.
LNP Specialist – Process & Operations Support
Movate
06.2022 - 12.2022
- Managed and coordinated number portability requests (LNP) end-to-end, ensuring accuracy, compliance with timelines, and adherence to client and carrier requirements.
- Collaborated with internal teams and external carriers to resolve issues, mitigate delays, and ensure successful completion of portability initiatives.
- Tracked progress, identified risks or blockers, and escalated issues appropriately to maintain service levels and meet deadlines.
- Maintained detailed documentation and reports to support process consistency, quality control, and continuous improvement.
Customer Support Representative /IT Technical Support Specialist
Concentrix
02.2021 - 06.2022
- Delivered customer and technical support while consistently meeting performance, quality, and SLA targets in a high-volume environment.
- Followed standard operating procedures (SOPs) to ensure accuracy, compliance, and quality in case handling.
- Documented cases and resolutions clearly to support process consistency and knowledge sharing.
Education
Power BI Fundamentals & Reporting
Universidad Hispanoamericana
San Jose, Costa Rica04-2026
Technical Excel (Intermediate–Advanced)
Universidad Hispanoamericana
San Jose04-2026
Human Talent Acquisition Management
FIDELITAS UNIVERSITY
12.2025
Portuguese course
ITB INTERNACIONAL
01.2024
Conversational English Course C1
COLEGIO EL ROSARIO
01.2020
Highschool Diploma - undefined
COLEGIO EL ROSARIO
01.2020
Skills
- Project Planning & Execution
- Stakeholder Management
- Cross-Functional Collaboration
- Risk Identification & Mitigation
- Resource Coordination & Task Allocation
- Project Documentation & Reporting
- Process Improvement & Continuous Improvement
- Change Management & User Adoption Support
- Data Tracking & Performance Monitoring (Excel / Power BI)
- Communication & Status Reporting
Timeline
Project Coordinator | Technical Support Analyst
Kaiser Permanente
08.2023 - Current
Technical Support Agent
Movate
01.2023 - 08.2023
LNP Specialist – Process & Operations Support
Movate
06.2022 - 12.2022
Customer Support Representative /IT Technical Support Specialist
Concentrix
02.2021 - 06.2022
Portuguese course
ITB INTERNACIONAL
Conversational English Course C1
COLEGIO EL ROSARIO
Highschool Diploma - undefined
COLEGIO EL ROSARIO
Power BI Fundamentals & Reporting
Universidad Hispanoamericana
Technical Excel (Intermediate–Advanced)
Universidad Hispanoamericana
Human Talent Acquisition Management
FIDELITAS UNIVERSITY