Lilliam Porras Robleto
Summary
Dynamic leader in project management recognized for improving customer experience and achieving higher conversion rates. Experienced in statistical analysis and process enhancement, promoting synergy among various departments.
Overview
1
1
Language
1
1
Certification
6
6
years of professional experience
Work History
Program Manager
Amazon
, Costa Rica
01.2026 - Current
- Led 11 end-to-end customer experience programs for last-mile logistics, managing cross-functional teams from problem scoping to launch.
- Scaled proactive notification program from manual outreach to automated emails, boosting conversion rates from 5% to 20% and volume from 25 to over 550.
- Developed customer feedback program for heavy-freight delivery by designing surveys and standard operating procedures to enhance operational infrastructure.
Quality Analyst
Amazon
, Costa Rica
11.2022 - 01.2026
- Analyzed data to identify performance gaps and developed targeted improvement strategies.
- Delivered comprehensive quality reports highlighting key trends, associate performance, and actionable improvement opportunities.
- Extracted, validated, and analyzed operational data using basic SQL queries to identify performance trends and process exceptions.
- Supported process audits and root-cause investigations, ensuring compliance with quality standards.
- Collaborated with cross-functional teams to implement continuous improvement initiatives, enhancing customer satisfaction.
Ops Specialist, AMXL APEx
Amazon
, Costa Rica
10.2021 - 11.2022
- Proactively monitored and resolved delivery exceptions to minimize customer impact.
- Managed customer and operational issues from identification to resolution, ensuring timely outcomes.
- Updated customers via phone and email on issue resolutions, improving transparency and trust.
- Analyzed data using internal dashboards to identify patterns and inform targeted solutions.
- Reported customer feedback trends to leadership, driving operational enhancements.
- Advocated for process improvements that elevated customer experience.
- Collaborated with cross-functional teams to resolve complex issues and enhance service delivery.
HBS ASSOCIATE CS Operations
Amazon
, Costa Rica
06.2020 - 10.2021
- Analyzed operational data via HBS and SDS dashboards to ensure adherence to service levels.
- Escalated recurring process issues and customer feedback trends to management, providing actionable insights for operational improvements.
- Recommended process improvements to streamline operations and elevate overall customer experience.
- Resolved complex customer escalations, ensuring timely and accurate solutions to enhance customer satisfaction.
Education
Bachelor in Business Administration
Universidad San Marcos
07-2026
Diploma in English as Second Language
Universidad Técnica Nacional
02-2021
Office Applications And Advanced Excel.
INA
01-2018
Technician - Business Analytics
Universidad Politecnica Nacional
07-2026
Skills
- Project management
- Statistical analysis
- Process improvement
- Cross-functional collaboration
- Stakeholder management
- MS office applications
- Effective communication
- Customer service
Languages
English
Full Professional
Certification
- Certification in Program Management (2025 Amazon K-net)
- Data at Amazon SQL course (2025 Amazon K-net)
- Data at Amazon SQL course (2025 Amazon K-net)
Timeline
Program Manager
Amazon
01.2026 - Current
Quality Analyst
Amazon
11.2022 - 01.2026
Ops Specialist, AMXL APEx
Amazon
10.2021 - 11.2022
HBS ASSOCIATE CS Operations
Amazon
06.2020 - 10.2021
Bachelor in Business Administration
Universidad San Marcos
Diploma in English as Second Language
Universidad Técnica Nacional
Office Applications And Advanced Excel.
INA
Technician - Business Analytics
Universidad Politecnica Nacional