Marilyn Melendez
Customer Service Lead
San Jose,San Jose
Summary
Dynamic and results-oriented Customer Service professional with over 18 years of experience in customer support, team leadership, and managerial roles. Skilled in leading diverse teams across international projects, fostering collaboration, and ensuring high-quality outcomes in challenging environments. Adept at optimizing processes, managing complex workflows, and delivering exceptional service in both Spanish and English. Proficient in tools like Salesforce, Slack, Trello, and Microsoft Office Suite. Recognized for analytical thinking, meticulous attention to detail, and a strong commitment to organizational standards. A strategic problem-solver who thrives in structured, goal-driven environments, consistently exceeding expectations and driving customer satisfaction.
Overview
20
20
years of professional experience
2026
2026
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Customer Support Agent
SingWell USA
01.2024 - Current
- Provided Tier 2 customer support via email, developed video guides to enhance self-service resources, and conducted QA testing for app improvements—bridging gaps between users and development teams.
Process Lead
McKinsey & Co
Heredia, CR
01.2024 - 10.2024
- Acted as the primary liaison between the outsourcing team and the company, leading QA analysis, streamlining processes, managing reports, and serving as the key contact for Buyer Card Requests.
- Trained the team and documented all processes.
- Conducted audits and maintained control of Buyer Cards.
- Implemented QA analysis.
- Oversaw the preparation and management of comprehensive reports to support strategic decision-making.
Optimize Agent
McKinsey & Co
Heredia, CR
05.2022 - 12.2023
- Managed supplier payments, performed daily reconciliations, streamlined processes, and assisted peers with credit card requests.
- Enhanced the reconciliation process to reduce discrepancies and improve control accuracy.
- Assisted accounts in reconciling monthly charges.
- Maintained a respectful, friendly, and helpful attitude in all interactions.
- Performed duties in compliance with standards, policies, and regulatory guidelines to ensure a safe working environment.
- Delivered friendly and efficient customer service, adeptly handling challenging situations.
- Cultivated and sustained courteous and effective working relationships.
- Contributed to continuous improvement by offering suggestions and engaging in problem-solving activities to support team success.
Talent Acquisition
BairesDev
San Jose, CR
07.2021 - 04.2022
- Supported Human Resources in streamlining recruitment by coordinating interviews and matching candidates' skills to roles.
- Ensured compliance with standards while driving operational improvements and consistently exceeding performance goals.
- Optimized Recruitment Efficiency: Assisted in aligning candidate qualifications with role requirements, supporting Human Resources in making informed hiring decisions.
- Enhanced Operational Excellence: Resolved issues and improved workflows to achieve and surpass performance targets.
- Fostered Workplace Compliance and Safety: Adhered to and promoted regulatory guidelines to uphold a secure and productive environment.
Tier1 Support Agent
Sykes
San Jose, CR
09.2020 - 04.2022
- Consistently recognized as a top-performing agent, excelling in customer support by resolving technical issues, guiding processes, and providing mentorship.
- Top Performance and Mentorship: Achieved top performance rankings and supported team growth by mentoring peers in the billing department.
- Customer Satisfaction: Built empathetic client relationships and consistently exceeded service standards, reflected in excellent customer feedback.
- Process Expertise: Resolved technical issues and educated customers on billing, payment processing, and company policies.
- Team Development: Trained new team members on company operations and services, enhancing overall team effectiveness.
Manager
Amazon
San Jose, CR
03.2011 - 10.2020
- As the ES POC for Amazon Business at Amazon.es, I led cross-functional collaboration with multiple departments and stakeholders to drive performance, training, and process improvements.
- Managed a team of supervisors, optimized team dynamics, and supported talent acquisition, while continuously improving KPI tracking and operational efficiency.
- Leadership and Team Management: Managed a team of 20+ direct reports, driving performance through coaching, mentorship, and regular evaluations.
- Hiring and Onboarding: Led 3 hiring processes for new and acting supervisors, overseeing the entire process from request to offer letter and assignment.
- Reporting and KPI Analysis: Created and modified Excel reports to measure KPIs, track team performance, and support business decision-making.
- Employee Relations and Development: Fostered effective communication, developed training programs, and mentored new Team Managers, boosting retention and performance.
- Operational Improvements: Implemented plans to improve team performance, collaboration, and behavior, resulting in a more cohesive and productive team environment.
Team Supervisor
HP
San Jose, CR
07.2005 - 02.2011
- Started as a Technical Agent and quickly promoted to Supervisor, managing teams of 25-50 associates.
- Led operational processes, including payroll, scheduling, and SLA adherence, while developing performance-based methodologies to drive salary increases and manage cross-site projects for HP product support.
- Team Management: Supervised teams of 25-50 associates, overseeing payroll, scheduling, and ensuring SLA compliance.
- Performance Development: Created performance grading methodologies to support salary increases and drive team growth.
- International Program Leadership: Led the warranty program for HP printers, collaborating with global sites to provide support and ensure high-quality service.
Education
No Degree - Human Resources Management
Universidad Castro Carazo
San Jose, CRNo Degree - Business Administration
ULACIT
San Jose, CRSkills
Customer Service Excellence
Process Optimization
Bilingual Communication
Project Coordination
Technical Proficiency
Time Management
Adaptability and Resilience
Team Leadership and Management
Analytical and Critical Thinking
Attention to Detail
Self-Motivated
Decision-Making
Multi-tasking
Certification
English Advanced Customer Service (training)
Timeline
Customer Support Agent
SingWell USA
01.2024 - Current
Process Lead
McKinsey & Co
01.2024 - 10.2024
Optimize Agent
McKinsey & Co
05.2022 - 12.2023
Talent Acquisition
BairesDev
07.2021 - 04.2022
Tier1 Support Agent
Sykes
09.2020 - 04.2022
Manager
Amazon
03.2011 - 10.2020
Team Supervisor
HP
07.2005 - 02.2011
No Degree - Business Administration
ULACIT
No Degree - Human Resources Management
Universidad Castro Carazo