Pamela Vargas Fernandez
Alajuela ,Alajuela
Summary
Initiative, dynamism, communication skills, pursue of quality work done under pressure, good team work, good interpersonal relationships, willing of self´s improvement, and very willing to work and to help. My skills and abilities are: Knowledge in the use of Windows: Excel, Word, Power Point and Internet Explorer. Also, I have been a Travel Services Specialist for 7 years and I am knowledgeable in three different GDS´s, Worldspan, Sabre and Farelogix.
Overview
1
1
Certification
Work History
Manager, Account Manager
Amazon
Costa Rica
06 2020 - 05 2025
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Developed and maintained relationships with customers and suppliers through account development.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained professional, organized, and safe environment for employees and patrons.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Analyst, HR Shared Services
Infosys BPM
Costa Rica
07 2018 - 06 2020
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Enhanced data accuracy by meticulously validating and updating customer information in database.
- Led cross-functional teams in strategic planning sessions, aligning efforts with company goals.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Streamlined data collection methods to improve speed and accuracy of analysis.
- Reduced errors in data entry, instituting rigorous quality control checks.
- Developed comprehensive training materials for new analysts, improving onboarding efficiency.
- Conducted regular reviews of operations and identified areas for improvement.
Manager
Infosys BPM
Costa Rica
10 2017 - 07 2018
- Accomplished multiple tasks within established timeframes.
Quality Coordinator
Teleperformance
Costa Rica
11 2016 - 08 2017
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Analyzed quality and performance data to support operational decision-making.
- Reduced non-conformances with thorough root cause analysis and effective corrective actions.
- Improved product quality by implementing new inspection procedures and guidelines.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Analyzed data trends to identify opportunities for process improvements, leading to a more efficient workflow and higher quality output.
- Collaborated with cross-functional teams to improve overall product performance and customer satisfaction rates.
- Assisted with quality control audits.
- Maintained open communication channels between departments so that any issues could be quickly addressed before affecting overall product quality.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
Manager
Teleperformance
Costa Rica
04 2015 - 11 2016
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Communicate and cascade difficult messages always looking at things positively.
- Manage complex situation and make the best out of them to build a stronger work environment.
- Prioritize case management thru urgency levels, availability, and type of case and resolution times to comply with SLs.
- Comply with 80/20 time on the floor supporting agents thru coaching, role plays, side by side, team meeting, one on one and sharing best practices.
- KPIs review on a daily basis to report metrics, develop agent’s opportunity areas and understand challenges to be able to approach correctly.
- Follow up on schedule adherence, absenteeism, QA, and any indicator that may lead to a decrease in performance.
Travel Agent
Motif Inc
Costa Rica
08 2010 - 12 2014
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Followed up with customers to increase customer service with travel plans.
- Provided emergency travel assistance, offering peace of mind and support to clients during their journeys.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Negotiated with suppliers to offer exclusive deals and promotions, adding value for clients.
- Kept abreast of global travel advisories and communicated relevant updates to clients, ensuring their safety and well-being.
- Resolved unexpected travel disruptions, maintaining calm and providing solutions to ensure client satisfaction.
- Streamlined booking processes for improved efficiency and reduced wait times for customers.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
- Streamlined booking processes, reducing errors and improving efficiency.
- Educated clients on travel documentation and vaccination requirements, ensuring smooth and hassle-free travel experiences.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
Education
Bachelor In English -
2007
Skills
- Interpersonal communications
- Company guidelines and procedures
- Mentoring and training
- Self-Motivated
- Cultural Awareness
- Critical Thinking
- Excellent Communication
- Analytical and Critical Thinking
- Written Communication
- MS Office
- Attention to Detail
- Active Listening
- Problem-Solving
- Interpersonal Communication
- Organization and Time Management
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Certification
- Difficult Interactions. Harvard University. 2019
- Leading People. Harvard University. 2029
- Coaching. Harvard University. 2019
Timeline
Manager, Account Manager - Amazon
06 2020 - 05 2025
Analyst, HR Shared Services - Infosys BPM
07 2018 - 06 2020
Manager - Infosys BPM
10 2017 - 07 2018
Quality Coordinator - Teleperformance
11 2016 - 08 2017
Manager - Teleperformance
04 2015 - 11 2016
Travel Agent - Motif Inc
08 2010 - 12 2014
Universidad Internacional de las Americas - Bachelor In English ,