Ebed Mahecha Baltodano

Heredia, CR +506-******** adrj5n@r.postjobfree.com 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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