Oscar Hernández Chacón
Escazú,Costa Rica
Summary
Innovative training and business operations leader with extensive experience in designing and implementing scalable learning solutions, managing diverse international teams, and driving process improvements. Skilled in leveraging data-driven insights, adult learning principles, and stakeholder collaboration to deliver impactful training programs, and enhance organizational culture. Proven success in both strategy and execution across global environments.
Overview
10
10
years of professional experience
Work History
Learning Experience and Large Events Coordinator
Amazon Stores Security US Team
12.2023 - 05.2025
- Designed and successfully pitched multi-modal learning solutions (eLearning, VILT, wikis, and workshops) aligned with business updates, user insights, and strategic learning objectives.
- Partnered with global stakeholders to drive the adoption of scalable knowledge platforms (Wikis, leadership curriculum), leveraging data and feedback to demonstrate long-term impact.
- Planned and executed corporate learning events (500+ participants), including speaker sessions and recognition programs, strengthening engagement and organizational culture.
- Schedule and attend pre-planning calls for events, check location, attendees, and accommodations.
- Partnered with employee community and development strategies.
- Advocated for learner-obsessed, data-driven content by integrating adult learning principles, and business KPIs into training design.
Team Manager - Data Associates (USA & Mexico Org)
Amazon
07.2020 - 12.2023
- Led and coached teams of 25+ Data Associates, conducting regular 1:1s, career development planning, and performance management to meet operational SLAs.
- Collaborated with QA, WFM, and Transformation stakeholders to align training initiatives with business goals, ensuring quality and efficiency.
- Launch of new tools, and implementation with new teams. Change management communications with different external stakeholders.l stakeholders.
Team Manager
Amazon US & Amazon MX
06.2019 - 07.2020
- Directed supervisors supporting US/MX operations, driving KPIs (Quality, Adherence, AHT) and ensuring compliance with policies and service standards.
- Implemented performance management frameworks that boosted team metrics and reduced escalations.
- Partnered with senior leadership on pilot training programs and curriculum enhancements, aligning content with customer experience strategies.
Project Manager -Training Modules Spanish Markets
Amazon
01.2019 - 06.2019
- Gathered feedback from stakeholders and associates to redesign the training curriculum for local and regional CS operations.
- Partnered with Instructional Design (ID) teams to build a scalable new-hire curriculum, later adopted across B&M and Virtual Customer Service.
- Presented Formal Proposal to Upper Management and related stakeholders for implementation.
Training Specialist / Supervisor
Amazon.com & Amazon.mx
06.2015 - 01.2019
- Delivered bilingual training programs and onboarding for customer service teams across CR, MX, and remote sites.
- Applied instructional design principles and adult learning techniques to create effective training materials, boosting performance during nesting.
- Coordinated global knowledge transfer for site launches (San Pedro Sula, Puebla, Bogotá), ensuring scalable and sustainable onboarding.
Education
Bachelor's Degree - Business Administration
Universidad De Costa Rica
San Jose, Costa Rica09.2020
Skills
- Stakeholder Management & Engagement
- Learning Experience Design (eLearning, VILT, Wikis)
- Team Coaching & Development
- Process Improvement & Operational Efficiency
- Corporate Event Planning (500 participants)
- Instructional Design & Adult Learning
- Data Analysis & KPI Alignment
- Bilingual Training Delivery (English & Spanish)
- Microsoft 365 (Excel, PowerPoint)
Timeline
Learning Experience and Large Events Coordinator
Amazon Stores Security US Team
12.2023 - 05.2025
Team Manager - Data Associates (USA & Mexico Org)
Amazon
07.2020 - 12.2023
Team Manager
Amazon US & Amazon MX
06.2019 - 07.2020
Project Manager -Training Modules Spanish Markets
Amazon
01.2019 - 06.2019
Training Specialist / Supervisor
Amazon.com & Amazon.mx
06.2015 - 01.2019
Bachelor's Degree - Business Administration
Universidad De Costa Rica
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