Marilyn Melendez
San Jose,San Jose
Summary
Experience as Team Manager of 2 years in Amazon, and 2 more years as Team Lead with task of employee relations, coaching, development, change management, compensation and benefits, and I have been very successful with the employee engagement in my teams. In addition, I have 5-year experience as Supervisor in HP. Advance university student of Human Resources (currently studding and only 6 classes pending). Actually studying CISCO Module 3 (ENSA). Strong interpersonal and communication skills with the ability to communicate effectively. Ability to maintain composure in critical situations and communicate clearly with several kind of people. Administrative support professional experienced working in fast-paced environments demanding strong organizational, technical, and interpersonal skills. Highly trustworthy, ethical, and discreet; committed to superior customer service. Confident and poised in interactions with individuals at all levels. MS Office experience and I used to work with MS Excel for reporting purposes at my current job. Detail-oriented and resourceful in completing projects; able to multi-task effectively. Capabilities include: Customer Service & Relations Word Processing & Typing Computer Operations Filing & Data Archiving Office Equipment Operation Data Analyst General Accounting Problem Solving Jira environment knowledge. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer service position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Optimize
Agent, McKinsey & Co,
05.2022 - Current
- Today; Costa Rica
- I am working on the payment department processing payments for suppliers and reconciling the charges against invoices
- Help account to reconcile monthly charges.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Tier1 Support Agent
BairesDev
07.2021 - 04.2022
- I worked with Human Resources scheduling interviews and reviewing candidates background, reviewing the positions available and the skills they have.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained excellent attendance record, consistently arriving to work on time.
- Resolved problems, improved operations and provided exceptional service.
- Exceeded goals through effective task prioritization and great work ethic.
Front line agent
Sykes
09.2020 - 04.2022
- I have been top performance agent since the training
- I work with customer solving their technical problems and guiding them to complete different processes
- I have received very good customer feedback about our interactions
- Top performance in the team
- I worked also on the billing department as mentor providing support to other peers.
- Recommended products to customers, thoroughly explaining details.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Team Manager
Amazon
05.2017 - 10.2020
- Costa Rica
- ES POC of Amazon Business for Amazon.es
- Working very closely with several departments as training, QA and stakeholders in other regions
- Managed a team of supervisors (DART) and drive performance and motivation though analysis of metrics and teamwork
- On charge of 3 hiring processes for new and acting supervisors, from the beginning of the request until the offering letter and new assignment
- I was on charge of updating reports
- I created and modify excel reports for the business to measure KPI’s and performance on the teams
- I worked not only with new hires on the Onboarding process, but also I work providing training and mentoring new Team Managers
- I gain the trust of the people with the ones I work and they go to me as a source of knowledge in several matters
- I developed a plan to work with the DART team to provide support to Team Managers and work with them getting to know the team and helping to improve the offering rate and wrong behaviors amount associates
- We were able to create a close communication between DART and Team Managers during the time I worked managing this team
- Demonstrated ability to manage, build and develop group 20+ direct reports through coaching and mentorships achieving favorability regarding network wide vision and goals (KPIs)
- In several occasions, I was on charge of the performance of the night and day shift of DART, driving the performance of all of them
- I was able to align the team on that period and created and harmony amount the whole team.
- Led employee relations through effective communication, coaching, training and development.
- Evaluated employee performance on weekly basis and coached and trained more than 30 team members, increasing quality of work and employee motivation.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Developed and delivered new hire transition training and quality assurance programs, increasing new-hire retention 97%.
- Documented scores and stats of games and distributed results to appropriate people.
- Organized players' equipment and training equipment prior to games and practices.
Team Supervisor
HP
07.2005 - 02.2011
- I started as Technical agent and after a year I was promote to Supervisor
- I worked with team from 25-50 associates
- On charge of payroll for them
- I created schedules for the team
- I had to take care of the SLA
- I developed methodologies to grade them for salary increases
- I led the warranty program for the printers internationally with other sites providing support to HP products.
Education
No Degree - Human Resources Management
Universidad Castro Carazo
San Jose, CRNo Degree - Business Administration
ULACIT
San Jose, CR1993
Skills
- Experienced with Microsoft Office – Word, Power Point, Excel (Pivot tables, macros, basic formulas etc)
- Windows environment
- Internet
- Driver license
- Data Entry
- Planning and Coordination
- Analytical and Critical Thinking
- Written Communication
- Self-Motivated
- Decision-Making
Certification
English Advanced
Customer Service (training)
Excellence Manager (training)
Handling difficult conversations (training)
Managing low performance (training)
Module Cisco 2 completed.
Timeline
Optimize
Agent, McKinsey & Co,
05.2022 - Current
Tier1 Support Agent
BairesDev
07.2021 - 04.2022
Front line agent
Sykes
09.2020 - 04.2022
Team Manager
Amazon
05.2017 - 10.2020
Team Supervisor
HP
07.2005 - 02.2011
No Degree - Human Resources Management
Universidad Castro Carazo
No Degree - Business Administration
ULACIT
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