Viviana Barrantes Chaves

• Manage end-to-end payment processes for international logistics service providers, ensuring accuracy, compliance, and timely execution aligned with contractual obligations.
• Lead and develop a team of 11 full-time employees and 14 contractors, driving performance, accountability, and process efficiency.
• Responsible for leading transportation system implementation projects, including the creation of Current Process States (CPS), gathering business needs, defining technical requirements, coordinating user acceptance testing (UAT), and overseeing go-live activities.
• Collaborate cross-functionally with procurement, finance, and supply chain teams to optimize transportation operations and reduce costs.
• Monitor service provider performance and support continuous improvement initiatives across global freight and logistics activities.

• Business Requirements Documentation: Gather and document business needs and objectives from stakeholders (such as managers, department heads, and end-users), ensuring they are clearly defined and aligned with the company's strategic goals.
• Translation of Requirements into Technical Language: Convert business requirements into clear and understandable specifications for technical teams (developers, engineers, etc.), using tools like flowcharts, user stories, and detailed technical specifications.
• Business Process Analysis: Collaborate with business teams to map and analyze current processes, identifying areas for improvement and proposing technological solutions to optimize those processes.
• Change Management and Updates: Manage changes to requirements, ensuring updates are effectively communicated to all stakeholders (both business and technical) to guarantee clear expectations.
• Facilitating Communication Between Teams: Act as a liaison between business and technical teams, organizing meetings to ensure all parties understand both the requirements and technical limitations.
• Coordinating and Executing User Acceptance Testing (UAT): Responsible for coordinating and executing the User Acceptance Testing (UAT) process, ensuring that business requirements are met in the final product and that the system works as expected from the user’s perspective. This includes planning test scenarios, selecting users for testing, and gathering feedback for further improvements.

Business project leader for local tools implementation:

• Gathering and Documenting Business Needs: Works closely with business stakeholders, such as managers and team leaders, to collect and document requirements, ensuring alignment with the company’s strategic objectives.
• Translating Business Requirements for Technical Teams: Converts business needs into clear, actionable documents that technical teams (developers, engineers, etc.) can easily understand, using tools like flowcharts, user stories, and detailed specifications.
• Managing Changes to Requirements: Oversees the process of updating requirements when changes arise, ensuring that updates are communicated clearly to both business and technical teams to keep all stakeholders aligned.
• Facilitating Communication Between Teams: Acts as a bridge between business and technical teams, organizing discussions to ensure both sides have a shared understanding of the requirements and the project’s goals.

• Support and lead the launches of new Vendor support platforms for Amazon Costa Rica.
• Creation and implementation of performance goals.
• Monitor and evaluate against pre-set goals.
• Create and facilitate reports, dashboards and data analysis used to create strategic planning.
• Identification of root causes through statistical processes and implementation of action plans to resolve performance barriers as needed.
• Oversee effective implementation of short term staffing plan and scheduling adherence.
• Global networking in order to identify and share best practices.
• Manage performance and behavior of 5 front line supervisors, through effective meetings, coaching and mentorship.
• Coaching and development of agents, technical advisors and supervisors on career paths.
• Participate in daily kaizen events to identify and drive process improvement change initiatives.

• Implements performance goals, monitors and evaluates against pre-set goals.
• Identification of root causes through statistical processes and implementation of action plans to resolve performance barriers as needed.
• Manage performance and behavior of 1 team lead and 35 associates, through effective meetings, coaching and mentorship.
• Coaching and development of agents and lead on career paths.
• Participate in daily kaizen events to identify and drive process improvement change initiative.

• Manage performance of 12-15 associates.
• Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.
• Manage schedules, monitor adherence, time off planning, and attendance.
• Participate in daily kaizen events to identify process improvement change initiatives.
• Liaise with other teams in order to resolve different issues.
• Global networking in order to identify and share best practices.
• Create and facilitate reports, dashboards and data analysis used to create strategic planning.
• Identification of root causes through statistical processes and implementation of action plans to resolve performance barriers as needed.

• M@, FBA, Feeds and Premium trained.
• Take ownership of seller’s issues and proactively identify solutions.
• Identify trends in seller’s issues that will lead to process improvement suggestions.

• Performance of preventive and corrective maintenance.
• Improvement of preventive and corrective maintenance processes.
• Perform statistical analysis to guarantee tools calibrations.