Paola Fallas
Bachelor Of Business Administration, Marketing
Llorente De Flores,Heredia
Summary
Proprietary Paola Fallas Redondo Bachelor Of Business Administration, Ten years of successful experience in shared service center environments. Experience leading teams of more than 10 people. Strong Interpersonal Skills: clear and effective communication, negotiation and lead by influence.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Project Manager
MSD
Costa Rica, San Jose
06.2022 - Current
- Achieved project deadlines by coordinating with contractors to manage performance.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Developed and initiated projects, managed costs, and monitored performance.
Order Management Supervisor
MSD
01.2019 - 06.2022
- Costa Rica
- People:Responsible for management MSD employees
- Accountable for process KPIs management and improvement actions
- Process documentation: Work Instruction and SOP development, improvement and maintenance for Global and Regional processes
- Focus on Controls & Compliance: responsible for team's compliance and adherence to Internal Controls
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments
- Stakeholder management: Demonstrated results handling critical stakeholders and clients, through negotiation, trust-based relationships and cross-functional collaboration in a collaborative environment
- Sent emails to communicate order status and informed customers of back-orders or shipping delays
- Continuous Improvement: Responsible for coordinating and improve the processes.
Customer Master Data Supervisor
MSD
11.2020 - 06.2021
- Short Assignment for 6 months
- Manage day to day activities, lead and coordinate day to day activities of Master Data team
- Focus on Controls & Compliance: responsible for team's compliance and adherence to Internal Controls
- Ensure the right execution of the processes.
Order Management Senior Specialist
MSD
06.2017 - 09.2019
- In charge of execution of the month end reports (compliance)
- Guarantee narratives of controls are updated and store appropriately and ensure control description is with operational work instructions
- Assigned as main point of contact for Order Management for any Internal or External Audit (relation with internal compliance and PWC)
- Coordinate timely delivery of audits evidence and process explanations to internal and external auditors
- Lead migration and stabilization of Pricing processes from BPO (Genpact India ) to BSC
- In charge of Panama Sales Order (Human Health & Animal Health) including transition and knowledge transfer from local market to CR BSC
- Support as needed (back up) of Order Management entry for Panama AH/HH, Ecuador, Peru, Colombia, Chile and Canada
Bosch Automotive Service Solutions LLC
01.2016 - 06.2017
- Billing and Month End Close Expert, Responsible of transitioning Billing and Month End Close processes from US divisions to Shared Service Center
- Responsible of executing Month End and Year End processes (Bad Debt, Cash Forecast, Netting, AR balance confirmation, Periodic Write Offs and others)
- In charge of generate and analyze AR aging reports & divisional specific reporting
- Perform daily billing processes (Credit Card invoice charging, Billing Errors resolution, Customer Portals and Milestone invoicing)
- Train and support new team members on Month End Close and Billing processes
- Responsible for the Creation of work instructions for Customer Invoicing & Month End Close processes during transition and keep them updated.
Human Resources Operations
DHL
09.2014 - 12.2015
- Update, edit and maintain employee job data information (promotions, new hires, terminations and others)
- Pre-Screener: In control of updating candidate's database, contacting candidates, conducting phone interviews, tests and also resume analysis for candidate's selection
- Reviewed and screened applicant resumes to identify qualified candidates.
Bilingual Billing Agent
DHL Global
09.2012 - 12.2014
- Business Service
- Processing billing requests (credit notes, debit notes and invoices) from United States, Canada and Latin American divisions
- Ensure all invoices are reviewed for accuracy and ready to be delivered within established service level agreements
- Manage internal relationships to ensure resolution of billing questions/issues and disputes
- In charge of daily monitoring and run reports related to invoices and or credit notes to provide to customer solutions to inquiries done on billing information, dollar exchange or special requirements.
Customer Service Representative
SYKES
02.2010 - 09.2012
- Promoted to Sony VAIO technical support representative in September
- Able to develop great knowledge of product and internal policies and procedures in no time which allow me to achieve excellent quality of support in just 3 months of work
- Achieved high quality of service and showed great performance in the development of the responsibilities as a Sony VAIO support agent
- Appointed as a Microsoft support sales representative, in charge of opening new accounts and upgrading existing service
- Quickly and effectively solve customer challenges
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Education
Bachelor - Business Administration
Universidad Hispanoamericana
01.2010 - 05.2014
English Certification Centro Cultural Costarricense Norteamericano - undefined
03.2009 - 05.2010
Skills
Teamwork and CollaborationDetail-oriented, Team oriented and results orientedExcellent customer service abilitiesQuick learner, used to work under tight deadlines and fast-paced environmentsYellow Belt certifiedScrum Master certified
Project planning and development
Advanced problem solving
Certification
Scrum Master Certified
Timeline
Scrum Master Certified
03-2023
Big Data and Business Analytics
12-2022
Project Manager
MSD
06.2022 - Current
Six Sigma Yellow Belt
12-2021
Today's Leadership
08-2021
Customer Master Data Supervisor
MSD
11.2020 - 06.2021
Order Management Supervisor
MSD
01.2019 - 06.2022
Order Management Senior Specialist
MSD
06.2017 - 09.2019
Bosch Automotive Service Solutions LLC
01.2016 - 06.2017
Human Resources Operations
DHL
09.2014 - 12.2015
Bilingual Billing Agent
DHL Global
09.2012 - 12.2014
Customer Service Representative
SYKES
02.2010 - 09.2012
Bachelor - Business Administration
Universidad Hispanoamericana
01.2010 - 05.2014
English Certification Centro Cultural Costarricense Norteamericano - undefined
03.2009 - 05.2010