Laura Gómez Valenciano
Tibas
Summary
Results-oriented leader skilled in organizational problem-solving and team development. Track record of rapidly integrating into roles and initiating positive transformations that contribute to overall business success. Proficient in leveraging training and engagement strategies to optimize workforce performance.
Overview
19
19
years of professional experience
Work History
Production Design Manager
Amazon Prime Video Global Scaled Services
09.2022 - Current
- Collaborated with internal and external stakeholders to align objectives and strategies.
- Developed and optimized processes, playbooks, and tools, ensuring organizational alignment and adoption.
- Maintained proactive communication within organization to enhance effectiveness and adherence to guidelines.
- Analyzed team KPIs to identify roadblocks, challenges, and action items for performance improvement.
- Facilitated team growth by creating personalized development paths based on individual strengths.
- Identified opportunities to enhance customer satisfaction and product effectiveness through new projects.
- Partnered with leadership to implement strategic changes across the organization.
- Directed Organization Engagement program, establishing guidelines and managing yearly budget for execution.
Human Resources Manager
Amazon Corporate
Tibas
03.2021 - 09.2022
- Supervised daily KPIs, eliminating roadblocks to achieve departmental goals.
- Enhanced team performance by providing essential tools and information.
- Cultivated a secure, healthy environment for Employee Resource Center staff.
- Steered projects to elevate customer satisfaction, productivity, and communication.
- Developed materials to standardize processes for ERC leadership.
- Coached agents to boost growth and motivation through feedback.
- Facilitated people development via personalized 1:1 curriculum improvement sessions.
- Interviewed candidates for the Employee Resource Center recruitment processes.
People Manager
Amazon Customer Service
Tibas
07.2020 - 03.2021
- Delivering training, providing updates, best practices, and areas of opportunity to associates.
- Driving projects to improve the customer satisfaction and productivity.
- Being the primary information source for projects.
- Training and coaching new hires during New Hire Onboarding process.
- Driving projects that increase the morale and job satisfaction of the associates.
- Coaching and leading people including difficult conversation and disciplinary actions.
- Point of contact for 20+ reports on daily basis to ensure the proper associate work life.
- Metric daily revision and associates performance management.
- Improvement Projects creator for team metrics and productivity improvement and weekly maintenance.
- Data mining and analysis for business reports and Team results revision.
- Daily basis revision of the associate's individual performance.
- Payment reports preparation to ensure proper payments.
- Stakeholders main CS POC for the Smile Stories Project for Prime Day 2020 season.
- NAEN CS Newsletter creator for the QA Weekly Mining Results.
- People development by working with associates on their curriculums, reinforcing strengths and working on their areas of improvement and career paths for present or future opportunities.
- Facilitated conflict resolution processes to maintain positive workplace relationships.
Career Choice Administrator (Scholarship Program)
Amazon
01.2018 - 07.2020
- Developed and edited Career Choice content, including articles, policies, and SOPs.
- Revised organization data center documents to ensure compliance with standards.
- Participated in leadership-driven process improvements to optimize release cycles.
- Resolved escalated HR issues while ensuring alignment with program policies.
- Provided global support to product teams and stakeholders for operational efficiency.
- Managed global change processes, effectively coordinating enhancements and release cycles.
- Processed payments and validated documentation according to program policies.
- Identified inefficiencies in processes and proposed targeted improvement initiatives.
ERC Associate, Client Services, HR Services - Csvcs
Amazon
08.2017 - 01.2018
- Phone assistance for contacts from Amazon employees across U.S., Canada and LATAM.
- Work 1:1 with employees while maintaining successful partnerships with HR Business Partners, Benefits, Stocks, Payroll, Talent Management and Operations partners to find the solution for the customer while providing an excellent employee experience.
- Handle confidential and sensitive information, as well as demonstrate strong integrity and ethical behaviors.
- Strong analytical and critical-thinking skills to propose continuous improvement daily.
CSNA Resolution Specialist
Amazon
Tibas
06.2017 - 08.2017
- Provide support to Customer Service Associates (CSAs), answer their questions about policies and processes, live contacts, escalated issues, or concessions.
- Handle everyday escalations from Amazon Customers, prioritize the processing of concessions according to customer needs, and provide appropriate solutions.
- Provide lead approvals when required.
- Be a resourceful associate, leverage all internal resources as well and collaborate with leadership when needed, in order to provide a satisfying resolution to customers.
- Collaborated with cross-functional teams to address complex customer issues efficiently.
- Analyzed customer feedback to identify trends and areas for improvement in service delivery.
CSNA Assoc Retail
Amazon
04.2017 - 06.2017
- Provide support to Amazon customers with orders placed.
- Provide 'out of the box' solutions for customers.
- Maintain a professional and positive communication with several carriers in US and Canada to solve delivery issues.
- Manage both phone and chat communication channels.
- Support customer's inquiries regarding orders, payments and account issues.
- Proactively seek for the most effective solution for customers.
- Ensure a positive customer experience by following Amazon's ACT tenets.
Customer Service Representative
AT&T-Sykes
01.2017 - 04.2017
- Support AT&T customers with billing inquiries.
- Provide in depth explanation to customers about services available, benefits and differences.
- On-the-phone sales.
- Troubleshooting.
Director
Hola Mujer Magazine
05.2013 - 05.2014
- Planning and coordinate the notes for the edition.
- Relationship management with vendors, partners and customers.
- Marketing and advertisement.
- Event coordinator for brand exposure.
- Point of Sales management.
- Handle the cross communication between the teams involved in the different sections and departments.
- Final art and design management.
- Final approval of the content and information for the sections.
- Research for the content material.
- Content developer.
Journalist
Altea Comunicación
06.2012 - 05.2013
- Research and deep dive to create new content for the different editions.
- Content creator.
- Communication stakeholder for the different companies and institutions that would collaborate for the notes material.
- Research for new topics and sections.
- Note creation and publication for different magazines.
- Performed interviews and testimonials of interest.
- Due date management for publications.
Journalist
Teletica Formatos
07.2010 - 11.2011
- Content creation and clips edition for the different national and international tv programs.
- Stakeholder of the communication portion for the different projects.
- POC for the departments involved on the material creation and life programs.
- Research for content, interviews and notes for different TV programs.
- Interview execution 'In-Situ'.
- On-camera notes presentations.
- Staff, expenses and logistics coordinator.
- Supervise notes edition.
- Deep Dive in to the life stories and/or social interest stories for the clips and notes creation.
- Begging to end responsible of the material until live programs presentations were completed.
Journalist - News Anchorwoman
Canal 7
07.2009 - 11.2009
- Research for topics of interest for the daily news.
- Make interviews and coordinate locations.
- Content Creation.
- Coordinate with government offices, institutions and person of interest for the different notes.
- Coordinate the location and materials for the clips.
- POC for the press media for the daily events to cover.
- On camera information creation and backup images for live news.
- Content revision for Morning and Mid-Day TV news edition.
- On-camera news presentation.
Journalist, Content developer
Enlace TBN
01.2007 - 07.2009
- Communication POC for the different departments involved with the notes and clips for the programs.
- Content creation for the TV programs.
- Make interviews for the different sections.
- Coordinate with the departments involved to create and edit the content for the programs.
- Find topics of interest to create the clips.
- Deep Dive in to the topics of interest or life stories for the programs.
- Arrange locations and personnel to create the content.
- Coordinate and lead the team for the content creation.
- Be on constant communication with the team and cross teams to ensure the best and fluid job environment.
- Present to leadership the topics and investigation proposal for the different TV programs.
Education
License Degree - Media Production
Universidad Latina De CR
San Jose, Costa Rica05.2010
Bachelor's Degree - Communication
Universidad Latina De CR
San Jose, Costa Rica05.2009
Locution and Animation - Communications
Instituto De La Comunicación
San Jose, Costa Rica11.2009
High School Diploma -
Liceo Mauro Fernandez Acuna
San Jose, Costa Rica01.2003
Skills
- Leadership and mentoring
- Creative problem-solving
- Media and video production
- Public speaking and presentation
- Customer service orientation
- MS Office Suite proficiency
- Team collaboration and networking
- Stakeholder engagement
- Employee development strategies
- Project and change management
- Effective communication skills
- Conflict resolution techniques
- Customer satisfaction focus
- Quality assurance processes
- Negotiation skills
Timeline
Production Design Manager
Amazon Prime Video Global Scaled Services
09.2022 - Current
Human Resources Manager
Amazon Corporate
03.2021 - 09.2022
People Manager
Amazon Customer Service
07.2020 - 03.2021
Career Choice Administrator (Scholarship Program)
Amazon
01.2018 - 07.2020
ERC Associate, Client Services, HR Services - Csvcs
Amazon
08.2017 - 01.2018
CSNA Resolution Specialist
Amazon
06.2017 - 08.2017
CSNA Assoc Retail
Amazon
04.2017 - 06.2017
Customer Service Representative
AT&T-Sykes
01.2017 - 04.2017
Director
Hola Mujer Magazine
05.2013 - 05.2014
Journalist
Altea Comunicación
06.2012 - 05.2013
Journalist
Teletica Formatos
07.2010 - 11.2011
Journalist - News Anchorwoman
Canal 7
07.2009 - 11.2009
Journalist, Content developer
Enlace TBN
01.2007 - 07.2009
License Degree - Media Production
Universidad Latina De CR
Bachelor's Degree - Communication
Universidad Latina De CR
Locution and Animation - Communications
Instituto De La Comunicación
High School Diploma -
Liceo Mauro Fernandez Acuna
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