Natalia Ugalde Villalobos
Project Manager
San José,SJ
Summary
Dedicated and detail-oriented professional who works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
7
7
years of professional experience
Work History
Advocacy Team Escalations Lead
Audible
San Jose , Provincia de Alajuela
11.2019 - Current
- Built partnerships with key stakeholders to ensure timely resolution of customer escalations.
- Tailored communication strategies to effectively engage diverse audiences.
- Led cross-functional teams in developing and implementing project plans and procedures.
- Demonstrated strong, independent work ethic and multitasking abilities in fast-paced environments.
- Continuous project tracking and communicating project progress, risks, or blockers to relevant stakeholders from conception to completion, leveraging tools such as PLAYBOOK, ASANA, and JIRA.
- Maintaining customer obsession by identifying opportunities in user stories to build business cases and lead implementations, leveraging agile methodology until completion.
- Effectively partnering with operational leaders and managing other stakeholders to secure program sponsorship.
- Managed high-stress situations with calm demeanor, prioritizing customer concerns and ensuring timely resolutions.
- Effectively writing clear, concise documents to present business cases, proposals, and project report-outs.
Advocacy Advisor
Audible
01.2019 - 11.2019
- Managed multiple projects and deadlines with minimal supervision
- Resolved customer complaints to enhance retention and satisfaction
- Implemented process improvements based on thorough understanding of Audible products.
Onboarding Specialist
Audible
San Jose , SJ
12.2018 - 01.2019
- Facilitated team huddles and managed daily startup and debrief sessions
- Prepared and presented weekly business reviews to senior management
- Fostered communication and engagement among new hires and production teams.
Audible Tech Support
Audible
09.2017 - 12.2018
- Mentored peers to improve team performance and quality
- Achieved outstanding performance in a high-volume customer service environment
- Applied critical thinking skills to handle incoming calls and emails effectively.
Education
Technical Degree in E-commerce and Marketing -
Universidad Fidelitas
01.2023 -
Career Essentials in Project Management
Provided By Microsoft And LinkedIn
09.2024
Certified Lean Six Sigma White/Lean Six Sigma Yell
Six Sigma Academy Amsterdam (SSAA)
08.2024
Skills
Multitasking
Calm Under Pressure
Proficient in Microsoft Office Suite (Word, Excel, Outlook)
Experienced in SCRUM, Project Management, and Six Sigma methodologies
Problem-solving skills
Customer service excellence
B2 in Portuguese
Goal Setting and Achievement
Timeline
Technical Degree in E-commerce and Marketing -
Universidad Fidelitas
01.2023 -
Advocacy Team Escalations Lead
Audible
11.2019 - Current
Advocacy Advisor
Audible
01.2019 - 11.2019
Onboarding Specialist
Audible
12.2018 - 01.2019
Audible Tech Support
Audible
09.2017 - 12.2018
Career Essentials in Project Management
Provided By Microsoft And LinkedIn
Certified Lean Six Sigma White/Lean Six Sigma Yell
Six Sigma Academy Amsterdam (SSAA)
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