Operations Manager

• Sep 2023 - Present

Operations Manager

• May 2023 - Sep 2023

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). -Accountable for the performance and results of a team within own discipline or function. -Assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapt departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. -Provide technical guidance to employees, colleagues and/or customers. -Accountability for results in terms of costs, strategies and employees. -Owner of team engagement, improvement of work environment and account activities Show less

Manager I GO-AI SJO

• Sep 2020 - Jun 2023

-Amazon Global Operations in Artificial Intelligence: Direct work with Artificial Intelligence, Machine Learning, Big Data. Subject Matter Expert in multiple programs and process improvement-Lead, develop and motivate a team of 20-25 associates through 1:1s, behavioral and customer‑handling coaching and individual development plans; develop talent and manage team performance in order to meet and exceed customer satisfaction goals. Provide regular, formal & informal feedback to up to 40 data associates (direct reports).-Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed. -Advanced Excel skills, management of conditional formulas, vlookups, pivot tables, create macros and manage large data sets.-Ticket Management: creation and follow up of TT to solve multiple issues. Schedules are coordinated to cover backup needs.-Program manager experience. Identify and help implement process-related improvement using methodologies such as Kaizen, Six Sigma, or lean. Partnership with Program Managers and other global operations team leads to manage risks & propose mitigation strategies. -Excellent time-management skills and ability to work independently while using departmental resources, policies and procedures. Calendar coordination, documentation management-Hiring and develop abilities of people in their respective role or according to their skill set. Assist with screening, recruiting, onboarding and training new team members. Show less

AVOC Sr. Associate /Nesting SME

• Jan 2020 - Sep 2020

Performance management and team leadership of 15-20 associates. KPIs control and data review and root cause analysis. Live data mining and feedback sessions. Mentoring skills, floor support and experience as subject matter expert (SME).Gemba pioneer in SJO, mentoring to L2 and L3 in the process. Gemba review for the existing process be improve.

AVOC Associate

• Sep 2019 - Jan 2020

Annotation of stowing and organizing review process for the purpose of defect reduction. This process helps in maintaining the stow quality at the fulfillment center. Human in the loop oriented job related to Machine Learning improvement as well

CAP NASP/MX/ES/.COM Associate

• Aug 2018 - Sep 2019

Customer support (chat, email and phone).Training for control of abuse and manage of clients with abusive tendencies

CSA NASP/MX Retail Associate

• Oct 2017 - Aug 2018

Customer service support (chat, email and phone)

Estudiante de licenciatura

• Mar 2008 - Dec 2019

Asistente personal

• Mar 2014 - Mar 2014