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Objective To develop a career in a working environment in which I am able to fully expliot all my skills and potential effectively in order to satisfy my own needs, assist my colleages and improve the quality of my team and working place.
• 1990– 997 Escuela Darío Flores Hernández Darío Flores Hernández Elementary School
Kinder garden and elementary school studies completed.
• 1998–2002 Liceo de Puriscal (Puriscal High school)
High school education completed.
Minor degree on architectonic design.
• 2003–2007 Universidad de Costa Rica (University of Costa Rica)
English B.A at the school of modern languages.
Minor degree in translation courses, worked with general, technical, legal and financial documents. Porfolio available.
• 2008–to date Universidad de Costa Rica (University of Costa Rica)
Enrolled in the Masters program for English teaching as a second language
1995–1997 Interactive English Course: The English Language school
1996–D.A.R.E: elementary course on drug prevention
2002–Centro de informática educativa Liceo de Puriscal: Computer courses based on Microsoft Windows, Word, Excel, PowerPoint
2006–Seminar on English teaching as a second language and teaching methods. Mcgraw Hill.
2007–Community Service. 300 hours of Professional practice working as an English teacher for senior citizens
2009–Quality Assurance Analyst Certification (Hewlett-Packard)
2009–Quality Analysis Tools, Soft Skills, Remote Access, Hardware, MS Office tools and Networking Trainings. (Hewlett-Packard)
Working Experience • 1999–2005 Credomatic de Costa Rica
Customer service representative / Authorization Department
Throughout my high school years, I worked as a customer service represetative on weekends and during high call volume periods (mother´s day, xmas). I took calls from merchants in order to complete manual transactions, gather all the pertinent information from them and give them an authorization code. An an additional task, I was required, due to my fair english skills, to contact international banks in the U.S and Europe in case a foreing cardholder was required to go through a security check for his/her purchase to go through. I resigned since I found a better job opportunity that was more related to my university studies and interests.
• 2005 – 2007 Instituto Interactivo de idiomas
I taugth ESL on weekdays and weekends for over two years at a private institution while I was completing my university studies. I worked with diferent levels of learning using oxford materials (basic, pre-intermediate, intermediate, upper intermediate and advanced) as well as various types of students (adolescents, adults and senior citizens) I resigned since I was offered a better paid job opportunity that offered me all the standard working benefits such as insurance and medical attention, which I had never been offered before. In addition, this new opportunity was more comfortable in terms of transportation.
• 2008 – to date Hewlett Packard
Credit Suisse IT helpdesk / Technical solutions representative 4
I worked for a little over nine months as a first level support agent on weekdays and weekends helping customers from branches all over the world by providing basic troubleshooting, answering various how-to questions, and rerouting cases to other teams for specialized assitance, always aiming to provide excellent customer customer service and going for that “extra mile”. During that period, I exceeded most expectations in terms of quality monitorings, customer satisfaction and overall performance. I participated with other six agents in a pilot plan in order to establish the official scripts for the account, and I was rewarded for my outstanding achievements. Furthermore, I won an internal contest among all members of the helpdesk for six weeks in a row for accurate and effective use of the account´s templates for accurate documentation. Due to the aforesaid, I was given the opportunity to apply for an internal opening in the quality assurance department, although I had been working over seven months.
GSD Quality Assurance / Quality Analyst
I Audit agents´ transactions (evaluating recorded and live calls), provide 1-on-1 coaching sessions to agents on areas for development, highlight areas for improvement detected in the audits we perform and communicate those results to management, track Customer Satisfaction results by categorizing CSAT Surveys, carry out calibration internal sessions within the team, with management team and with the client, upload monthly and weekly reports, deliver Quality induction training, analyze monthly data from different reports (CSAT, Transaction Monitoring, Ticket Audit, Process Checks), create monthly reports based on data analysis, pinpoint areas of opportinity and trends, suggest actions to improve the quality of the service delivery, project implementations, among other tasks.
Spanish: Mother language
English: Highly proficient in all essential skills of the language: listening, speaking, reading and writing. Over two years of teaching experience. Worked in translation and consecutive interpreting. Broad Cultural knowledge
French : Basic oral, reading comprehension and listening skills.
Skills and Values
High standards of discipline, punctuality, responsibility and morals.
Able to exceed expectations.
Capable of working under fair ammounts of pressure or little supervision.
Higly skilled in most MS office tools such as MS Excel.
Good at teaching others by example.
Areas of personal interest Acting / Foreing Languages / Computer science / Psychology / Teaching / Painting Swimming / Photography / Movies / Board and card games / Reading / Anime