Roberto Ureña Salas
Advanced Psychology Student
Santa Ana,SJ
Summary
Dedicated Change Management professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
Work History
Change Management Senior Specialist +
VMware Costa Rica
9 2020 - 12.2023
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Enhanced team productivity by implementing efficient project management strategies.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
- Draft written communications for project stakeholders, end users, and any other key impacted audiences
- Contribute to the development of a role-based enablement plan for training appropriate internal stakeholders including, but not limited to, 'business operations' (quote to cash) and colleagues, excluding Field Sales and Partners
- Execute training strategy for key stakeholders
- Interviewing appropriate project members to determine process inputs for training materials
- Create, and maintain training documents - including cheat sheets, FAQ, training decks, etc
- To 'engineer' the people-side of change processes
- Participate in change management impact assessments
- Build strong relationships with business global counterparts to drive colleague adoption.
Content Developer III
VMware Costa Rica
01.2020 - 09.2020
- Tactical planning and execution of projects - Organize, coordinate, and manage resources, time, to achieve project goals and objectives
- Adopt defined processes, quality standards, and best practices to manage deliverables; identify ways to streamline and improve efficiency of work and enable continuous improvements
- Identify risk areas associated with project deliverable, or team and develop metrics to monitor the risks and report trends
- Team effectively with others to meet goals and satisfy project objectives; gets buy-in of stakeholders by developing and maintaining strong relationships with internal and external partners
- Seek help within organization to consider appropriate data, intuition, ideas, and experience to make decisions and manage projects
- Develop, create, and maintain training documents - including cheat sheets, presentations, and training scripts - interviewing appropriate project members to determine process inputs for training materials in English
- Participate in testing cycles to better understand deployment deliverables and create training materials
- Provide User Acceptance Training (UAT) Training as a testing ground for end user training
- Deliver End User training, managing all Training logistics, including facilities scheduling, requesting, and tracking Super User / Project Team participation, execution, and follow up surveys
- Develop and create timelines and written Communications to project stakeholders, end users, and other project participants
- Provide advanced, on-going, new hire, and ad hoc training as requested on supported applications
- Maintain and update all documentation - such as cheat sheets, training scripts, and training presentations.
Seller Account Manager
Amazon Paid Services
11.2018 - 12.2019
- Identify and support sellers to launches and Amazon features adoption
- Review and monitor Seller performance, provide consulting for Seller to grow their business
- Applies Sellers insights to adjust value proposition to Sellers' needs and objectives
- Applies Seller insights into sales strategy and plan
- Expands application of Client insights beyond assigned territory.
Process Trainer
DXC Technology
10.2017 - 11.2018
- Conducts training courses, both on-site and on-line, for non-technical skills training to include lectures, web-based programs, and hands-on sessions
- Works with applicable business unit/area to establish specifications of course, pre-requisite skills and knowledge for trainees
- Prepares lesson plans and assists in developing and preparing training materials such as manuals, handouts, instructor guides and audio-visuals
- Gathers and summarizes course evaluations to provide data for review by senior level trainers to determine effectiveness of training sessions
- Uses learnings from calls for case studies and training
- Based on account needs, Trainer will take calls when required by operations, as long as it does not interfere with trainings
- Assists in the review of external training programs to determine feasibility of purchase.
Training Technical Writer
Equifax
05.2015 - 11.2016
- Responsible for the migration of new Lines of Business and the documentation of the new solutions to be implemented globally for Order-to-Cash processes (Training Manuals, Process Maps, Standard Operating Procedures and Gap Analysis)
- Training Development & Material Management: Design, creation and management of all Training materials supported by the Shared Services Center
- Ensure team members have the critical training and toolkits to perform their jobs; evaluate training material and its effectiveness based on performance after the delivery process
- Complete a correct follow-up for new agents and level-up trainings
- Provide feedback on current materials or techniques used to improve them and deliver a better product once new associates hit the floor
- Create a Knowledge base for Training Material and Procedures of the organization
- Work as a team with Operations & Quality Assurance to align training programs, discover training needs, create action plans, process documentation accordingly, and follow-up on agents' performance during their learning curve
- Conduct surveys to identify training needs, areas of opportunity and other elements that may affect their performance
- Development of training materials, multimedia visual aids and other educational resources in an interactive manner with the goal of ensuring that each participant leaves with a firm grasp of the subject
- Understand and meet customer expectations: Accountable for achieving training metrics during the delivery process
- Keep track of basic KPI's such as absenteeism and attrition, discover root causes that may be affecting performance during training, provide coaching in a proper manner, and in charge of following-up the performance of new agents for at least 90 days with Operations & QA
- Ensure effective, consistent communication with managers, peers and other resource groups - including day-to-day interaction with front line associates, program managers and program owners regarding any change in policies, procedures or new relevant material that needs to be documented and deliver to new or existing associates.
Consultancy Business Analyst I
Experian
04.2012 - 01.2015
- Assist in the development of mail population segments to meet customer marketing strategies for multiple accounts, assess and select appropriate resources for program delivery and project coordination for program scheduling and fulfillment
- Conducts final quality analysis on programs, reviewing accuracy of output, prepare and processes program billing and provide technical consultation in the design and implementation of client programs.
ATM Debit Customer Protection & Consumer Fraud Services Instructor I
Bank of America
08.2009 - 12.2012
- Senior-level Instructor responsible for the implementation and facilitation of learning solutions (training, communication, coaching) that requires higher levels of specialization
- Support of senior level associates and complex business learning solutions
- Responds to line management and associate issues related to performance improvement and Quality Assurance
- Working with Learning Project teams to evaluate the success of learning solutions
- Serves as an on-site associate performance coach through consulting, monitoring and evaluation of training results in the work environment, as well as classroom delivery responsibilities
- Responsible for numerous courses, up skilling trainings and seminars in customer service, performance enhancement and communication skills
- Development of Training tools to enhance the learning experience and increase productivity such as simulators of applications.
Education
Six Sigma Certification - Yellow Belt -
Business Methodology focused on analyzing, improving and developing internal processes of a company to enhance effectiveness, reduce waste and increase productivity. - undefined
Bachelor's in psychology - Advanced studies (in progress) - undefined
High School Diploma - undefined
English as a second Language - undefined
Skills
Change Management
Organizational Skills
Customer Relations
Learning and Documentation Management
Teamwork and Collaboration
Continuous Improvement
Multitasking
Attention to Detail
Effective Communication
Personal Information
ID Number: 1-1150-0345
Timeline
Content Developer III
VMware Costa Rica
01.2020 - 09.2020
Seller Account Manager
Amazon Paid Services
11.2018 - 12.2019
Process Trainer
DXC Technology
10.2017 - 11.2018
Training Technical Writer
Equifax
05.2015 - 11.2016
Consultancy Business Analyst I
Experian
04.2012 - 01.2015
ATM Debit Customer Protection & Consumer Fraud Services Instructor I
Bank of America
08.2009 - 12.2012
Change Management Senior Specialist +
VMware Costa Rica
9 2020 - 12.2023
Six Sigma Certification - Yellow Belt -
Business Methodology focused on analyzing, improving and developing internal processes of a company to enhance effectiveness, reduce waste and increase productivity. - undefined
Bachelor's in psychology - Advanced studies (in progress) - undefined
High School Diploma - undefined
English as a second Language - undefined
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