Customer Service Operations Manager
Resume:
Ebed Mahecha Baltodano
Heredia, CR +506-******** ****@**.*** http://www.linkedin.com/in/ebedmahecha
HR Manager with over twenty-five years of experience in Shared Services, implementation and process improvement for new centers, and management & development of large technical and HR teams in transnational companies.
Skills
Employment Management (Equal Employment Opportunities - ILRHR501 - ILRHR502 - ILRHR504 - ILRHR505).
Performance Management - Communication, Coaching and Counseling (ILRHR506 - ILRHR511 - ILRHR512 - ILRHR553)
Compensation Management (ILRHR507)
Staffing: Selection Process (ILRHR509 - ILRHR510)
Employee Engagement (ILRHR556)
Conflict Management.
People Management.
Training development & implementation
Process Improvement - Six Sigma Green Belt
Business Unit Management
Client Management
Technology Management
Employee Selection
Work Experience
Regional HR Shared Services Manager - SIEMENS - Dec 2015 – Sep 2020
Implementation of the AskHR team in CR and IN. Managed a group of 30 professionals, in charge of providing high performance support for Siemens employees in the Americas (English, Spanish, Portuguese and French Canadian).
Oracle Support (Fusion) HR applications Management.
Workforce Management
Quality and CSAT Management
Performance Management tools applications
Employee Relations Management
Payroll support
LMS Applications
Recruiting and Talent Acquisition
Corporate compliance support
Data Management & Analytics
Cross country implementation
Travel and Expense support
Customer Service Manager - VEINSA Motors - Dec 2014 – Dec 2015
Managed the Customer Service Contact Center. In charge of post-sales support and the teams daily support.
Presales lead generation
Email marketing & Forecasting
Customer Satisfaction Survey Management
Workforce Analyst - Amazon - Oct 2013 – Apr 2014
Determined best possible workforce distribution to provide world-class service.
Daily Call arrival analysis
Data Weekly Reporting of Data
Forecasting
HR Manager Shared Service Center - First Data - Oct 2008 – Dec 2012
Managed the HR Applications support and Payroll Support team Worldwide.
Lotus Notes Management
First Data HR applications
Workforce Management
Quality and CSAT Management
Local Recruiting
Employee Relations Management
Payroll support
LMS Applications
Operations Manager - Aegis/PeopleSupport - May 2006 – June 2008
Managed a group of over 190 telephone banking customer service agents and 14 supervisors.
New Services Implementation
Quality Process Implementation
Client Interaction Management
IT Services Contact
High volume recruiting for contact center
International Management Experience
Project Management
CSS (Client Services Supervisor) - Intel Account, Sykes - Jul 1998 – May 2006
Handling all account related issues, Client interaction and support. Over 120 Agents.
New Account Implementation
Quality Process Implementation
Client Interaction Management
IT Services Contact
Operations Management
Client Billing
Project Management
Education
Universidad Fidélitas – Accounting
Cornell University - Human Resources Practices Certification
Cornell University – Business Analytics Certification
University of Michigan – Leadership Program
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