Tech Support Contractor

• Jul 2019 - Present

Lingua Community Manager

• Jan 2019 - Present

I do voluntary work by coordinating the recruitment and onboard processes for new volunteer translators into the Global Voices Polish Lingua Community. I am a volunteer translator myself within the Global Voices Spanish Lingua Community. -Translations from English to Spanish. -Translations from Portuguese to Spanish. -Google Sheets Management and Updating. -Creation of User Accounts in Wordpress I do voluntary work by coordinating the recruitment and onboard processes for new volunteer translators into the Global Voices Polish Lingua Community. I am a volunteer translator myself within the Global Voices Spanish Lingua Community. -Translations from English to Spanish. -Translations from Portuguese to Spanish. -Google Sheets Management and Updating. -Creation of User Accounts in Wordpress

Project Manager and e-Learning Developer

• Aug 2016 - Nov 2018

I worked with the Learning Publishing Team within the Global Leadership and Learning organization. This startup-like team took care of the curation, editing, and creation of Web-Based Training for multiple audiences across the global corporation. During my tenure, I contributed to the accomplishment of the following milestones:- Mapping of processes and alignment to Business Process Management guidelines.- E2E customer engagement and communication strategies.- Creation of a business model (startup approach).- Intake model definition.- Outline of products and services, as well as pricing models.-Depuration of existing Content Standards and adjustment to current industry tendencies.-Definition of SLA's, Tiers of Work and success indicators.I also had several roles during my tenure, including those of e-Learning developer, quality auditor, and project manager. I involved in daily tasks that were part of an E2E Customer Engagement model for creation and quality testing of Web Based Trainings, including (but not limited to!*)- Engagement with Subject Matter Experts to understand training requirements and objectives.- Planning and design of storyboards for Web Based Training content.- Revision of instructional materials and graphic assets.- Creation of SCORM and HTML5 compliant files using industry authoring tools such as Articulate Storyline 2&3, Adobe Captivate 9 and Articulate Studio 13. -Revisions and approvals with customer and SME's.-Test audits for materials and publishing in SABA LMS. - Quality and Assurance Testing for materials created by external vendors. -Project Management through JIRA. -Customer service for internal clients, including intake education and technical troubleshooting.-Training for internal customers on the usage of Content Standards. Show less

Global New Products Specialist

• Oct 2015 - Aug 2016

In this role I coordinated the global planning and execution of new learning solutions from a Shared Service Center perspective, ensuring that these products are transferred seamlessly from the Leadership and Learning Program Office to the Shared Service Center with high quality standards and minimum customer impact. Among my responsibilities were the coordination of global tiger teams for alignment and standardization of processes; communications management and consulting; and continuous process documentation and improvement. Show less

Learning and Development Delivery Specialist

• Feb 2015 - Oct 2015

I started my career in the L&D industry through the role of Offering Management Specialist for stakeholders within the Global Learning and Leadership organization, including instructors,curriculum owners and training reps at the different Intel sites in the US and Latin America. Some of my responsibilities included:-Instructor soliciting for open classes.- Customer service support for learners and instructors.- Annual Class Forecast coordination and follow up.- Room booking.- Logistic support for corporate required training such as New Employee Orientation. Show less

Employee Services Specialist

• Dec 2011 - Jan 2015

In this position, I provided Customer Service Support for incoming inquiries from Intel employees through web, chat and phone channels. This support was focused on HR tickets for product lines such as Payroll, Data Management, Stocks, Learning and Development, Health Benefits, Leave of Absence and Retirement. I obtained extensive experience in Customer Service, Queue Management and Knowledge Base Management, through the following day to day tasks:- Maintenance of Knowledge Base articles for assigned product lines, ensuring that the information available for agents to consult was updated and accurate each time. - Queue Management Back Up Support, through the assignment of daily workload among customer service agents and monitoring of SLA's.-Subject Matter Expert Consultancy for L&D and Employee Data Product Lines.-Resolution of HR tickets through established desktop procedures and knowledge base articles, including engagement with L2 and L3 (Customer Care) representatives and application of Best Known Practices in Customer Service. Show less

Communications Specialist

• Dec 2010 - Dec 2011

Coordinator for content creation and publishing process through all internal communication channels, including:-Biweekly Newsletters-Posters and Banners.-Bathroom readers.-Circuit Portal (internal newsportal for the company).As well, I supported communication and logistic needs for corporate programs and events, such as:-Beyond the Cube (similar to TedTalks, with cool speakers!).-Great Place to Work Activities (the fun and perks).

Customer Service Agent

• Aug 2009 - Nov 2010

Customer service representative. I worked on a Contract Renewal Project for HP partners across the US, as well as the first link in the process chain for Volume Deals for HP partners in US. Customer service representative. I worked on a Contract Renewal Project for HP partners across the US, as well as the first link in the process chain for Volume Deals for HP partners in US.

Freelance advisor for public relations

• Jun 2009 - Jul 2009

Journalist

• Mar 2008 - Mar 2009

I wrote and edited articles for a health magazine. I wrote and edited articles for a health magazine.

Journalist

• May 2007 - Feb 2008

Wrote articles on different topics such as tourism, culture, society and real estate, focused on the province of Guanacaste, Costa Rica. Wrote articles on different topics such as tourism, culture, society and real estate, focused on the province of Guanacaste, Costa Rica.

Freelance journalist

• Oct 2006 - Apr 2007