Rina Hernandez Martinez
Project Lead Team Members
San José
Summary
Result-oriented Project Lead, with strong organizational and problem solving skills. With 2 years of experience in planning, leading and validating process improvement projects for cross functional teams. Skilled at project delivery applying Agile and Lean Six Sigma methodology as well as risk management.
Overview
7
7
years of professional experience
6
6
Certifications
Work History
CSNA BR Advocacy Lead Audible
Audible
11.2023 - Current
- Identifying business improvement opportunities by process deep diving, opportunity scoping, savings and indicator impact estimation, designing project plan, resource planning, analyzing risks and presenting business cases to organizational leaders.
- Maintaining customer obsession by identifying opportunities in user stories to build business cases and lead implementations leveraging agile methodology until completion.
- Leading cross-functional project teams throughout ambiguous and complex problem root cause analysis, solution brainstorming, solution selection action plan consolidation. While applying Lean Six Sigma (LSS), DMAIC and 6-Step Kaizen methodologies.
- Effectively partnering with operational leaders and managing other stakeholders to secure program sponsorship.
- Continuous project tracking and communicating project progress, risks or blockers to relevant stakeholders from conception to completion leveraging tools such as PlAYBOOK, ASANA, Trello, MINITAB and JIRA.
- Planning, executing, monitoring and validating projects with the objective to improve quality, reduce costs and waste by applying LSS tools resulting in measurable business improvement and customer satisfaction.
- Effectively writing clear, concise documents (e.g., A3s, narratives, PR/FAQs) to present business cases, proposals and project report- outs.
- I manage escalations and complex cases, coordinating with relevant stakeholders to identify and implement effective solutions.
Team Manager (DART) Brazil- CSSP-MX
Amazon
03.2022 - 02.2023
- Team Manager with a strong focus on project management, successfully applying my expertise to oversee various initiatives.
- Graduated from the Thrive Program, enhancing my skills and professional development.
- Expert in solving customer service issues and enhancing the overall customer experience.
- Proven track record in developing and achieving performance goals and objectives, ensuring accuracy and quality in service delivery.
- Responsible for hiring, leading, and developing a team of 18 DART leads, fostering a collaborative and motivated environment.
- Oversaw overall direction, coordination, motivation, and evaluation of the team, aligning with Amazon's policies and procedures.
- Conducted interviews, trained, and motivated employees while planning, assigning, and directing their work.
- Implemented effective conflict resolution strategies and managed risk in accordance with Amazon standards.
- Acted as the primary information source for team members, communicating policies and ensuring compliance and consistency.
- Developed, analyzed, and improved new strategies and procedures within the department.
- Skilled in developing, planning, and implementing short- and long-term goals.
- Experienced in project development, management, and implementation at both site and network levels.
Resolution Specialist (DART) Brazil- CSSP-MX- NAEN
Amazon
10.2017 - 03.2022
- Support and Problem Solver for internal service associates across Brazil (CR, TPS, BOG, Brazil) and North America (NA, MX marketplaces), acting as a knowledge transfer resource.
- Managed customer escalations for external clients, ensuring timely and effective resolution of issues through effective stakeholder communication.
- Provided coaching to Customer Service Associates (CSAs) to foster continuous improvement in team performance, productivity, and competency.
- Facilitated communication between CSAs and leadership teams via the SIM process and direct correspondence, ensuring alignment of goals and priorities.
- Established a mentoring program ("smart plan") with clearly defined SMART goals aimed at developing underperforming team members' skills and career trajectories.
- Conducted thorough analysis and approved customer cases, employing risk management principles to determine appropriate exception handling.
- Equipped CSAs with resolution strategies, adapting problem-solving frameworks in response to dynamic challenges within Brazilian marketplaces, while calibrating with key stakeholders (BR leadership, Customer Experience, Transportation team, FCS).
- Led a project focused on process alignment driven by the DUR report, identifying knowledge gaps between CSAs and DART to optimize communication flows.
- Developed and implemented an operations process for the deprioritization of carriers in DART NAEN, improving resource allocation and efficiency.
- Specialized in project tracking tools and methodologies for all DART initiatives, applying project management best practices and Six Sigma principles to drive operational excellence.
- Responsible for presenting project outcomes and performance metrics to leadership, ensuring transparency and stakeholder engagement throughout the project lifecycle.
- Owner of completed projects, including DART Consultations, GO sites standardization, and the Deprioritization Process for Brazil, successfully delivering on time and within scope.
Education
Bachelor in Finances And International Business
USAM
San Jose, Costa Rica11.2023
Japanese
Hodogaya International Lounge
Yokohama, Japan03.2023
English
Idioma Internacional
San Jose, Costa Rica01.2022
Project Management
TEC (Tecnologico De Costa Rica) Univ 02954-2021
San Jose, Costa Rica07.2021
Six Sigma
Amsterdam Academy
01.2021
Portuguese
Centro De Estudos Brasileiros
San Jose, Costa Rica01.2017
Skills
-Time management
-Result Oriented
-Attention to detail
-Collaboration
Languages
Spanish (native)
English C1
Portuguese C1
Japanese N3
Certification
Microsoft Excel Specialist (Macros Avanzado and Visual Basic)
Timeline
Six Sigma Yellow Belt - 6sigmastudy - Certification body for Six Sigma.
09-2024
Lean Six Sigma White Belt CertiProf ID: 98596694
08-2024
Scrum Foundation Professional Certified (SFPC) – CertiProf ID: 98596506
08-2024
Career Essentials in Project Management by Microsoft ID: 0cbb5ba1683a1aa3ffeaa306ffc3f7c541ebfa462765315aae494181a2b70548
08-2024
Data Analytics for Lean Six Sigma
06-2024
CSNA BR Advocacy Lead Audible
Audible
11.2023 - Current
Team Manager (DART) Brazil- CSSP-MX
Amazon
03.2022 - 02.2023
Microsoft Excel Specialist (Macros Avanzado and Visual Basic)
01-2020
Resolution Specialist (DART) Brazil- CSSP-MX- NAEN
Amazon
10.2017 - 03.2022
Bachelor in Finances And International Business
USAM
Japanese
Hodogaya International Lounge
English
Idioma Internacional
Project Management
TEC (Tecnologico De Costa Rica) Univ 02954-2021
Six Sigma
Amsterdam Academy
Portuguese
Centro De Estudos Brasileiros
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